Penguin Random House comprises almost 250 editorially and creatively independent imprints and publishing houses that collectively publish more than 15,000 new titles annually. Its publishing lists include more than 70 Nobel Prize laureates and hundreds of the world’s most widely read authors. 


As Receptionist and Switchboard Operator, this combined role includes responsibility for high levels of customer service and customer satisfaction, to meet the expectations of all internal and external stakeholders. As Receptionist and Switchboard Operator, you will provide a concierge style reception and switchboard / customer service to the entire UK Office Portfolio.


The Receptionist is a front of house role which provides the Company with a first point of contact to staff and visitors entering the main office building at Frating. You will also be responsible for operating the Company switchboard for the site. 


The Switchboard service comprises the integration of voice traffic for the London Office locations, and the Regional Warehousing and Distribution Operations.



  • Opening & Closing Routines as well as ensuring the displays and reception areas are always in exceptional condition and replenishing, re-stocking and cleaning where necessary.
  • Welcome visitors in a professional manner, assist them to “sign in/out” and ensure they are aware of the company induction and evacuation procedures and ongoing notification and management.
  • Building and Maintaining relationships with Stakeholders, actively developing product knowledge for general and point in time service delivery.
  • Responsible for ensuring a highly professional answering and call forwarding service for all calls directed to reception or for provision of service or overflow to meet business needs.
  • Creating a welcoming and polite customer-friendly environment ensuring best call-experience when contacting Penguin Random House and Dorling Kindersley.
  • Develop business knowledge with a view to offering an exceptional customer service experience
  • Working with the management team to ensure call queue times are kept within maximum defined service level requirements and helping to ensure that peak traffic flows are identified between locations & analysed accordingly.
  • Capture any issues regarding any related software tools in use within business area, and record any requirements during any Software Outages ensuring correct allocation of responsible tasks and categorisation of entries, as directed.
  • Assume role of ‘Super-User’ for the Switchboard Console, and any related facilities management software, for all of which full ‘Super-User’ training will be provided.
  • Acting as a Facilities ambassador for development of the respective service and co-operating with staff from Technology & Facilities Departments to afford continual improvement of service to all end users.
  • Meet Critical Success Factors and Key Performance Indicators.
  • Operate the tannoy system as per procedures
  • Provide Cover to reception as required


Experience Required:


  • Exceptional ‘front of house’ appearance, patient, understanding and helpful approach.
  • Present a professional image when dealing with end users, third party clients, outside contractors and inter-company personnel
  • Tenacious & self-driven. Able to own important issues and resolve to customers satisfaction
  • Professional with a strong service driven mentality and a pragmatic approach
  • Commitment to the highest standards of service
  • Influential and comfortable dealing with staff at all levelsExperience of PC-based Switchboard consoles and related reporting software, Ideally Knowledge of Cisco Arc Software.
  • Exceptionally Confident in call handling and with using a Tannoy system 
  • Proven experience of delivering high quality work in a similar role and having operated across multiple sites
  • Experienced and confident in use of operational software packages ( Microsoft etc. )
  • Ability to be a part of a high performance culture so that individual targets and personal service levels are met or exceeded
  • Excellent customer service skills and ability to deal effectively with customers and colleagues at all levels
  • Excellent interpersonal skills to create close working relationships with senior business and technology stakeholders


To apply for this role, please submit your CV and covering letter by midnight on the 20th September. 










Country: United Kingdom 

State/Region: Essex 

City: Frating 

Postal Code: CO7 7DW 

Job ID: 41379

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