Front of Office Skills SCQF Level 5 Outline

Front of Office Skills - SCQF Level 5 Outline of Unit Content

Who is this unit for? This unit is designed to enable candidates to develop the necessary knowledge, understanding and skills required to work in a Front of Office Environment. On successful completion, candidates will understand the role of reception and the procedures involved in it’s maintenance.

You Need to Complete 4 Outcomes to Achieve this Unit Outcome 1 – Demonstrate knowledge of procedures for receiving, directing and responding to visitors. Outcome 2 – Demonstrate knowledge of procedures for processing incoming and making outgoing telephone calls. Outcome 3 – Make effective use of electronic office communication systems. Outcome 4 – Demonstrate knowledge of procedures involved in maintaining the reception area.

Outcome 1 Knowledge and Skills Development Role of the Receptionist Importance of a friendly/efficient reception Importance of creating a positive image of the organisation Knowledge of organisation, structure, products and services Importance and benefits of good customer service, impact of poor customer service Types of Customers – with or without appointments, internal/external, difficult Identify customer needs – routine and non-routine enquiries

Outcome 1 Knowledge and Skills Development (continued) Effective communication, questioning and listening skills Dealing with difficult customers and customer complaints Maintain working relationships with customers/colleagues Maintain records Manage diary systems Take messages - paper, e-mail

Outcome 2 Knowledge and Skills Development Importance of first impressions and creating a positive image over the telephone Procedures for receiving internal and external telephone calls Identifying the caller and his/her needs Giving accurate, up-to-date information Features of telephone system and their use Transfer calls Procedures for making telephone calls Take messages and composition of messages

Outcome 3 - Knowledge and Skills Development Prepare materials for fax transmission Receive and pass on incoming faxes Receive e-mails and compose outgoing emails Answering machine/voicemail Transcribe messages, prioritise and pass on Keep answering machine/voicemail announcements up to date Leave messages on voicemail/answering machines

Outcome 4 - Knowledge and Skills Development Importance of reception are in creating a positive company image Policies/procedures of the organisation on the maintenance of the reception area including notice boards and general housekeeping Compile and maintain organisational charts and internal directories Security and confidentiality procedures Health and Safety procedures Awareness of current legislation eg H&S, data protection Dealing with emergency situations

Evidence for Outcomes 1, 2 & 4 Outcome 1 - Written/oral evidence will demonstrate knowledge and understanding of the procedures involved in receiving, directing and responding to a variety of visitors. Outcome 2 – Written/oral evidence will demonstrate knowledge and understanding of receiving and making of telephone calls. Outcome 4 – Written/oral evidence will demonstrate knowledge and understanding of the procedures involved in maintaining the reception area. NOTE – The evidence required for these outcomes will consist of responses to a series of restricted response questions relating to a range of video clips of front of office scenarios. The Assessment will be closed-book, carried out under controlled conditions.

Evidence for Outcome 3 Practical exercises covering outcome 3 should be carried out under supervision in a realistic front of office environment. Prepare and record a voicemail greeting for a given situation. Prepare and leave a suitable voicemail message for a given situation. Recorded messages are transcribed accurately and urgent messages identified and prioritised. Use fax and Email appropriate to an office situation. Candidate log must be retained to provide evidence of performance along with a hard copy of any written/electronic records. Candidate to identify the role of electronic office communication systems in an office. This will consist of multiple choice questions under supervised closed-book conditions.

Finally… …I hope you enjoy the Front of Office Skills unit.