Receptionist

Job Title: Receptionist

Reports to: Assistant Manager - Executive

Department: Executive

COMPANY INFORMATION

Our client is a leading financial institution in Kenya with an established presence in the banking sector and a strong focus on delivering professional customer-centric financial services. The institution operates within a structured corporate environment with strong governance security confidentiality and service standards across its operations.

The organization is currently strengthening its front-office and customer service function through the appointment of a Receptionist who will serve as the first point of contact for customers visitors and other stakeholders. The role is responsible for delivering a professional and welcoming reception experience managing customer enquiries and visitor access supporting administrative activities and ensuring compliance with the Banks security confidentiality and operational procedures. The position requires strong communication customer service professionalism attention to detail and the ability to work effectively within a busy banking environment.

ROLE PURPOSE

The Receptionist is responsible for delivering professional and efficient front-office services at the Banks Head Office. The role serves as the primary point of contact for visitors customers and stakeholders ensuring excellent customer experience effective visitor management professional communication and compliance with the Banks security confidentiality and operational procedures. The position contributes to the Banks corporate image and service excellence through a welcoming responsive and well-managed reception environment.

DUTIES AND RESPONSIBILITIES

Front Office & Customer Service

• Attend to customer enquiries and direct customers to the appropriate department or officer.
  
• Welcome and receive customers visitors and other stakeholders in a professional and courteous manner.
  
• Provide accurate general information about the Banks services and procedures within the limits of the role.
  
• Manage the reception area and ensure it is clean organized and professional at all times.
  
• Monitor customer flow and assist in managing queues during busy periods.
  
• Handle customer complaints or concerns at reception and escalate them to the appropriate officer where necessary.
  
• Receive and manage all visitors and guests at the reception and handle all their needs professionally prior to the meeting.
  
• Promote a positive customer experience through professional appearance courtesy responsiveness and timely assistance.
  
• Identify customers who may require priority assistance and direct them appropriately.
  
• Support the Banks service-quality standards and customer experience initiatives.
  
• Maintain a professional image consistent with the Banks brand and values.
  

Telephone & Communication Management

• Receive and appropriately direct incoming telephone calls.
  
• Take and relay messages accurately and promptly.
  
• Respond to general enquiries received through the reception desk.
  
• Maintain professional telephone etiquette and communication standards.
  

Visitor Management & Security

• Register and manage visitors in accordance with the Banks access and security procedures.
  
• Issue visitor passes where applicable and ensure visitors are directed to authorized areas only.
  
• Notify relevant staff when visitors arrive.
  
• Maintain accurate visitor records.
  
• Report suspicious activities unauthorized access or security concerns immediately.
  
• Support the Banks physical security and access-control requirements.
  

Administrative Support

• Receive sort and distribute incoming mail courier deliveries and documents.
  
• Maintain reception registers and other administrative records.
  
• Coordinate meeting room bookings and assist with visitor arrangements.
  
• Support the preparation of meeting rooms and reception facilities when required.
  
• Assist with general administrative duties assigned by the supervisor.
  
• Maintain an up-to-date directory of departments key contacts and extensions.
  

Confidentiality & Compliance

• Maintain strict confidentiality of customer employee and Bank information accessed through the reception function.
  
• Comply with the Banks policies procedures code of conduct and operational controls.
  
• Observe applicable banking data protection information security and workplace safety requirements.
  
• Ensure sensitive documents received at reception is handled securely and delivered only to authorized recipients.
  
  

QUALIFICATIONS EXPERIENCE & ATTRIBUTES

• Degree or Diploma in Front Office Operations Hospitality Management Business Administration Customer Service or a related field.
  
• At least 2 years experience in reception customer service front-office administration preferably within a bank or financial institution.
  
• Good knowledge of office administration and customer service practices.
  
• Experience in handling customers and visitors in a professional environment is desirable.
  
• Additional training in customer service office administration or telephone etiquette will be an advantage.
  
• Proficiency in Microsoft Office applications and basic office systems.
  

KEY BEHAVIOR INDICATORS

• Entrepreneurship - Successful execution of business opportunities with the willingness to take responsibility for the probable consequences.
  
• Innovation - Designs and implements new and/or Cutting-edge programs/processes.
  
• Customer centric -Drive the execution of processes procedures and initiatives aimed at creating excellent customer service experience at Sidian.
  
• Problem solving - Develop and implement internal systems to take advantage of the opportunities as well as address existing work challenges.
  
• Developing others - Conveys performance expectations for the team evaluates skill gaps guides development and fosters development through deployment of initiatives such as training and coaching.
  

KEY COMPETENCIES

• Excellent customer service skills.
  
• Strong verbal and written communication skills.
  
• Professional telephone etiquette.
  
• Good interpersonal and relationship management skills.
  
• High level of integrity and confidentiality.
  
• Attention to detail and accuracy.
  
• Good organizational and time-management skills.
  
• Ability to remain calm and professional under pressure.
  
• Good computer skills including Microsoft Office applications.
  
• Strong personal presentation and professionalism.
  
• Ability to work effectively with different departments and levels of staff.