Front Desk Officer

Job title : Front Desk Officer

Position Overview

• The Front Desk Officer is responsible for delivering exceptional customer experience for all visitors, parents, students, staff and external stakeholders.
• As the face of the College, the role ensures that every interaction reflects Wellington College International Lagos' commitment to excellence, professionalism and outstanding customer service.
• The Front Desk Officer oversees the day-to-day operations of the reception function, manages enquiries with efficiency and discretion, coordinates visitor access, and provides high-quality administrative support to ensure the smooth running of the College.

Key Responsibilities
Reception & Customer Experience:

• Deliver a professional, welcoming and personalised experience for all visitors, parents, students and guests, ensuring every interaction reflects the College's values and commitment to excellence.
• Serve as the first point of contact for all telephone, email and in-person enquiries, responding promptly or directing enquiries appropriately.
• Manage the reception environment to ensure it consistently reflects the high standards of the College.
• Coordinate visitor registration, access and security procedures in accordance with safeguarding protocols.
• Support VIP visits, prospective families, Open Days and other College events by ensuring a seamless visitor experience.

Administration:

• Coordinate the day-to-day operation of the reception function, ensuring enquiries and administrative requests are managed efficiently.
• Provide administrative support to academic and operational departments as required.
• Manage incoming and outgoing correspondence, deliveries and courier services.
• Coordinate meeting room bookings and support internal meetings where appropriate.
• Maintain accurate records and ensure information is managed confidentially and in accordance with College policies.
• Work collaboratively across departments to ensure enquiries are resolved efficiently and services are delivered seamlessly.

Stakeholder Engagement:

• Build and maintain positive relationships with parents, students, colleagues and external partners through professional, responsive and customer-focused communication.
• Support the Admissions team during enrolment activities and assist in creating a positive experience for prospective families.

Compliance:

• Ensure all visitor management processes comply with safeguarding, health and safety, security and data protection requirements.
• Handle confidential and sensitive information with discretion and professionalism.

General:

• Contribute positively to the wider life of the College.
• Undertake additional responsibilities appropriate to the role as reasonably required.

Other Responsibilities:
Health, Safety and Safeguarding:

• Support the College's commitment to maintaining a safe, secure, and healthy environment by adhering to all Health and Safety policies, risk management procedures, emergency protocols, and safeguarding requirements, and by reporting hazards, accidents, near misses, or unsafe practices in a timely manner.

Professional Development:

• Maintain and enhance professional knowledge, skills, and effectiveness through continuous professional development, active participation in College training and meetings, reflective practice, and collaborative engagement with colleagues.

Founding Culture and Engagement:

• As a member of the founding team, actively contribute to building awareness, engagement, and confidence in the College through participation in admissions, promotional, community and stakeholder engagement activities, while consistently serving as an ambassador for the school's values and vision.

Requirements
Person Specification:

• Bachelor's Degree or equivalent qualification.
• Excellent written and spoken English.
• Minimum of 3 years' experience in a customer-facing, hospitality, corporate reception or administrative role.
• Experience within a premium service environment such as education, hospitality, banking, aviation, healthcare or professional services would be advantageous.
• Outstanding communication and interpersonal skills.
• Strong customer service orientation with the ability to build positive relationships with a diverse range of stakeholders.
• Excellent organisational skills with the ability to prioritise multiple tasks.
• High level of professionalism, discretion and attention to detail.
• Proficiency in Microsoft 365 applications, including Outlook, Word, Excel and Teams.
• Ability to remain calm, composed and solutions-focused in a fast-paced environments.

Personal Attributes:

• Warm, confident and professional in presentation and manner.
• Highly organised, proactive and dependable.
• Service-oriented, with a genuine commitment to delivering an exceptional stakeholder experience.
• Collaborative, adaptable and able to work effectively with colleagues across the College.
• Demonstrate a high level of integrity, professionalism and sound judgement in all interactions.