POSITION DESCRIPTION

Receptionist
DEPARTMENT

Finance and
Administration

LOCATION

REPORTS TO

Finance and
Administration
Coordinator

DIRECT
REPORTS

N/A

0.4 Full time

equivalent

LAST
UPDATED

April 2015

TYPE

Blackburn,
Melbourne

POSITION PURPOSE
The aim of the Receptionists work is to contribute to the strategic objectives of the Finance and
Administration Department. This is achieved through the excellent customer service and
administration support to TEAR staff and supporters.
POSITION ACCOUNTABILITIES
ACCOUNTABILITY
TEAR MISSION AND VALUES
This position furthers TEARs mission and
especially relates to the values of
excellence, collaboration and
accountability.
Reception/Front Office
First line reception for external
telephone calls, mail and TEAR
central inbox emails.

OUTCOME
An administrative service that represents
TEARs Christian identity to the public, is
effective, demonstrates great customer
service and strives for best practice

55%

Receiving donations from the public

at front desk.

Resources
Managing warehouse stock levels.
Despatching requested educational
material or resources and assisting
supporters with queries regarding
educational resources.
Maintaining TEARs database based
on correspondence and phone calls.
Production of mailing lists as
appropriate.
Management of the warehouse
(including use of fork lift no special
license required and full training

Essential

Calls/emails are answered promptly

and pleasantly. Messages/enquiries
are taken and passed on accurately
and quickly. Requests are acted upon
immediately and owned until resolved.
All TEAR central inbox emails are
processed efficiently within the same
day.
Where appropriate, correspondence is
prepared and sent in response to post
from the public.

Visitors to TEAR reception are

greeted and assisted in a friendly and
professional manner.

Resources are adequately stocked

All resource requests are dealt with
pleasantly, appropriately and in a
timely manner.

Database is maintained to a high

standard of accuracy.

Warehouse is kept in a tidy and safe

state. Forklift is used according to
safety instructions.

15%

ACCOUNTABILITY
provided)

OUTCOME

Mail management
Collecting mail from the Post office.
Mail opening and distribution.
Preparation of mail pickup statement.

Management of resource mail-outs.

This includes liaising with printers,
packers and advising insert numbers
Database
Maintenance of Raisers Edge donor
database as required
Office Management
Managing office stationery supplies,
kitchen supplies (milk, tea, coffee,
etc) and toiletries.

Organise and liaise with maintenance

and cleaning contractors as required
under direction of the Finance and
Administration Coordinator

Volunteer task allocation and

supervision

10%

Mail is collected and posted daily.

Mail pickup statement is ready when
post office pickup staff arrives.
Resources are despatched timely by a
well organised and sufficient number
of volunteers
Sufficient inserts are supplied
Database change requests cleared
daily and accurately

5%

15%

Staff have a reliable supply of relevant

stationery items and staff amenities.
Supplies are kept organised and
maintained within budget.

Contractors are sourced promptly with

due consideration to cost. Cleaning is
monitored for high standards.

Volunteers are supported, provided

with meaningful work, which matches
their skills, and not left waiting
unnecessarily.

POSITION REQUIREMENTS
MUST
HAVE

HIGHLY
REGARDED

Warm and confident phone manner.

Excellent MS Office skills (minimum intermediate Word and Excel).

A high degree of organisational and administrative skill set.

Outstanding interpersonal skills. Approachable and able to relate well to a range

of different people.

Excellent oral and written English communication skills.

Relevant qualification in business administration or similar.

Proactive team player. Someone with a high level of initiative who can take
responsibility for own work.

Commitment to TEAR Australias Christian values and ethos

As a front line representative of TEAR this person needs to be able to comfortably

articulate and promote the Christian values and identity of TEAR.

Experience in office management, reception or customer service

Previous experience supporting and guiding the work of volunteers or others

Everyone at TEAR is responsible for workplace safety both in terms of their own behaviour and taking
action to resolve safety issues they become aware of.

The Receptionist will at all times carry out her/his responsibilities with due regard to TEAR Australia's
commitment to safeguarding children in accordance with TEARs Safeguarding Children Policy.
TEAR values diversity and each staff member is expected to demonstrate a commitment to gender
equality.
KEY POSITION RELATIONSHIPS
Internal
o

Good working relationship with all

members of the Finance and
Administration team, and all TEAR staff
in general.

External
o

Good relationship with TEAR partners

and volunteers.

As the first point of contact for TEAR,

the Receptionist will be professional,
polite and act in ways that affirm
TEARs Christian identity in all
interactions with the public.

TEAR MISSION
TEAR Australia is a Christian development, relief and advocacy organisation responding to global
poverty and injustice.
Our vision is for a just and compassionate world in which all people have the opportunity to achieve
their God-given potential. We will
o Inform, challenge and empower Australian Christians to make biblically-shaped responses to
poverty and injustice.
o Support community-based Christian groups, churches and mission organisations around the
world as they work holistically with poor communities in development, relief and advocacy.
o Adhere to biblical teaching, and evaluate our work and attitudes in its light.
o Maintain a low-cost administration regime in order to maximize the funds allocated to project
partners.
TEAR VALUES
As a faith-based Christian organization, TEAR Australia seeks to adhere to biblical teaching and
evaluate work and attitudes in its light. Consequently TEAR Australia aspires to the following values:
A commitment to the poor
A commitment to participation
A commitment to the whole person
A commitment to excellence
A commitment to justice
A commitment to learn from others
A commitment to prayer
A commitment to collaboration
A commitment to relationships
A commitment to accountability