Reception and Customer Experience Manager

  • Location: Bristol
  • Salary: £11 per hour + annual leave

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Who we are

YMCA Brunel Group is an independent, locally governed and managed charity operating in Mendip, Bath, Bristol, Wiltshire and South Somerset. We are part of the international YMCA movement. Our mission is to create supportive, inclusive and energising communities, where people can truly belong, contribute and thrive.

Our activities include:

Accommodation for over 700 people every year who are at risk of being homeless, who are on low incomes, experience barriers to work, or young people in need of high levels of support, who have often experienced trauma and difficult times in their lives. We don’t just provide a bed, we support people holistically and continually seek to help our residents gain the training, skills and confidence to lead independent lives.

A Health & Wellbeing centre in Bath, a community facility with a fully kitted out gym, functional fitness areas and extensive class programme.

Two commercial hostels in Bath and Bristol which help us cover our central costs.

Twelve youth clubs for young people aged 10-19, including 4 young carers groups, providing a space where they can have dedicated time to talk to trusted youth workers, access relevant information about issues that concern them, and develop their social networks.

Eight Ofsted registered Nurseries, providing spaces for up to 360 children where they are given opportunities and experiences that will set them up for their educational journeys and prepare them for their lives ahead.

What does the job entail?

The Reception & Customer Experience Officer is responsible for meeting and greeting all customers to the hostel and the role would suit someone who enjoys the challenge of running a busy reception and enjoys working with people face to face, online and over the phone. We aim to surpass customer expectations so this role is key in delivering an exceptional customer experience.  It would suit someone who is willing to be flexible in order to ensure we surpass customer expectations.

What skills will the successful candidate need?

Proven experience of working within the hospitality industry

Excellent customer service skills, including experience of handling difficult situations Ability to work under pressure and manage changes in workload demands

Ability to think clearly and make quick decisions

Confident using IT

Be a real people person with a positive attitude who can make our guests smile

A “can do” person with a passion and willingness to learn

Excellent interpersonal and communication skills

Deliver exceptional customer experiences all the time

What we offer

Enhanced sick pay allowances and paid compassionate and emergency dependent leave.
25 days holiday plus bank holidays
Pension scheme
Cycle to work scheme
YMCA employee advantages
YMCA Brunel Group is an inclusive organisation and the post requires a shared commitment to equality and diversity.




Part time and full time hours are available

Contract type

Permanent (6 months probationary period)

Rate of Pay

£11 per hour + annual leave

Please find attached the job description and personal specification for this position as follows: Reception and Customer Experience Officer Job Description


YMCA Brunel Group is committed to follow safer recruitment guidelines and all candidates will have to demonstrate full employment history, give 2 good references and be DBS checked. In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

Apply now