Job Specification
Job Title: Ceremonies Host
Grade: 3
Job Evaluation Code:
Reporting to:
Manager’s Grade: G9
Ceremonies Manager
Location: Wakefield Town Hall & Pontefract Town Hall
Service Area:
Service Directorate:
Registration & Celebratory Services
Legal & Governance, Corporate Services
Workstyle: Workplace based
Overall Purpose of the Post:
The Ceremonies Host will act as an ambassador for Wakefield Registration & Celebratory
Services for ceremonies held for the service in Wakefield Town Hall and Pontefract Town Hall,
providing high levels of customer service to all. The main priority of the role is to co-ordinate the
arrival and departure of customers and their guests, ensuring the smooth flow of ceremonies
within the suite of Ceremony rooms and waiting areas, to ensure the best possible customer
experience. Responsibility for Health & Safety including first aid, emergency evacuation
procedures and operation of the Evac Chair should it be required.
Essential
Desirable
Qualifications /
Level 1 Literacy and Numeracy or
Customer service
Training
equivalent
qualification
First Aid certificate ( 3 day course) or
willingness to undertake training for
First Aid Certificate
Evac Chair certificate or willingness to
undertake Evac chair training
Knowledge
Sound understanding of good
Some knowledge of
customer service practices
customer facing provisions
within the Council
Knowledge of legislation including
Equality and Diversity, Data
Knowledge of Wakefield
Protection, Freedom of Information
Registration & Celebratory
and working in a confidential
Service
environment
Knowledge of the Councils Customer
Charter
Experience
Experience in a customer facing role
Experience in a
Registration & Celebratory
Dealing with the general public
Services customer facing
role
Experience of working under pressure
and to strict deadlines
Skills
Self-motivated and able to use own
initiative
Efficient and well organised
Ability to work as part of a team
Effective verbal and listening
communication skills
Confidence and ability to establish a
report with customer
Ability to demonstrate discretion and
tact
The ability to stay calm under pressure
Be courteous but firm when dealing
with difficult customers
Physical Skills
Be physically able to manoeuvre an
Evac chair if and when required.
Competencies and
Positive attitude towards change
other skills required
An enthusiastic approach to personal
development
Exercise good judgement in making
appropriate decisions based on
information presented from a variety of
sources.
Physically able to operate an Evac
chair (training provided)
Personal Attributes
Honest and trustworthy
Key Outcomes / Activities
MAIN TASKS
• Deliver and maintain a welcoming and efficient customer service environment
by responding to customer and visitor needs.
• Recognise the role as acting as ‘ambassador’ for the Registration Service and
the Council; the role should always be carried out professionally to enhance the
reputation of the Council and the Registration Service when dealing with internal
and external customers.
• Take personal responsibility for individual performance.
• Contribute enthusiastically to the overall effectiveness of the Council and
Wakefield Registration & Celebratory Service.
• Ensure compliance with Health and Safety policy.
• Maintain a safe and secure working environment.
• Undertake support duties on specific aspects of the work of Wakefield
Registration & Celebratory Service under the direction of management, within
competence and experience.
• Develop effective working relationships with officers of other Services and
Departments within Council
• Ensure that services are provided to the highest quality/standard with due
recognition of client and customer requirements, in accordance with the
Council’s Customer Care and Equal Opportunities policies.
• Undertake any training necessary for the role.
SPECIFIC TASKS
• Provide excellent customer service to customers, colleagues (internal and
external to the Council) and members of the public, ensuring all visitors to
Wakefield Registration & Celebratory Service’s Ceremony Rooms are greeted
courteously and professionally at all times.
• Answer any relevant customer inquiries. Re-direct these enquiries as
appropriate and take adequate messages when required.
• Responsible for effectively responding to requests from customers, members,
staff and other visitors in the face to face environment or over the telephone.
• Contribute to the resolution of customer issues in line with agreed procedures.
• Ensure the progression and completion of customer, visitor or other enquiries in
cases where they cannot be resolved in the first instance and to promote the
effective liaison with other departments within the Council where necessary.
• Ensure effective delivery of service in line with Corporate Service Standards
using appropriate systems.
• Provide support to the Ceremonies team as required.
• During work time, take responsibility for the Ceremony and waiting areas with
regard to ensuring cleanliness, tidiness and Health & Safety including
emergency evacuation procedures and operation of the Evac Chair should it be
required.
• Make positive contributions to all Team Meetings and Training Sessions.
• Carry out all tasks displaying positive behaviours at the appropriate level in line
the Councils Competency Framework
• Additional projects and duties as directed by Wakefield Registration &
Celebratory Service Management (within competence and experience)
The duties and responsibilities highlighted in this Job Specification are indicative
and may vary over time. Post holders are expected to undertake other duties and
responsibilities relevant to the nature, level and scope of the post and the grade has
been established on this basis.
Responsibility for Resources
Employees (Supervision): None
Financial: None
Physical Resources: None
Customers and Clients:
Members of the Public
Internal Wakefield Council Staff
External customers and partners of the council
Wakefield Council Head quarters
Working Conditions: To work flexibly to meet the needs of the service (see addendum to contract)
To comply with the services dress code for this role;
Colour:
Medium Grey
Wear:
Dress
Tailored trousers with white blouse/shirt
Tailored Skirt with white blouse/shirt
All above to be worn with purple scarf or tie provided by Registration & Celebratory
Services
The Council operates a controlled no smoking policy and work places have been
designated as non-smoking.
Characteristics of the Post
Ability to operate an Evac Chair in the event of an emergency
Employees are encouraged to participate in training activities in order to enhance their own
personal development.
The employment checks are required:
•
Evidence of entitlement to work in the U.K.
•
Evidence of essential qualifications – see page 1 of this job specification
•
Two satisfactory references
•
Confirmation of medical fitness for employment
•
Registration with appropriate bodies (where applicable)
Date Completed
August 2015 (revised October 2018)
Document Outline