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Unit 25: M3
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M3analyse policies, procedures and techniques used in two support roles
Receptionist
Policies for a receptionist is to make sure that the information they receive is stored and
archived, this means that they will need to store all information in a safe place where it cannot
be accessed by anyone outside the business and be filed so that it easy to find a certain piece
of information from all stored materials. The information that a receptionist would collect or
receive would be names, phone numbers, emails, complaints, enquiries and maybe personal
information. This would all need to be noted down and filed so that it is easy to access the
information, after doing this they will need to store it with the rest of the files which contains
information from outside the business, this would be found in a place where it can only be
accessed by members of staff and not from anyone else especially from outside the business.
The reason why this is a policy that Receptionists need to follow is because it complies with the
data protection act 1998, this is the law which forces the company to keep customer’s or staff’s
personal data safe from being accessed or used by anyone else. Another set of policies that
receptionists have to comply with are, security and confidentiality these are linked with the
previous policies above however, they are more important as it includes higher safety measures
which means in order to comply with these policies they must do the following, in all calls they
must make sure that all calls are one-to-one which means that no else is overhearing what is
said and all the information that is stored can only be accessed by the person who stored it and
no one else. The reason for making sure that calls are one-to-one, is so that no information is
leaked out into the public and to make the person on the other end of the phone feel more
comfortable when mentioning personal information so that they trust the company. Furthermore,
the reason for making sure that the information stored from calls are unable to be accessed by
anyone, is so that it doesn’t fall into the wrong hands and the information is safe from any
outside hackers. In addition to this, Receptionist must mainly be aware of their rights and
responsibilities, the reason for this is that they need to make sure that they are not mistreated or
their rights are not ignored. Their rights are to be paid at least the minimum wage, they have to
work the hours that they agreed for when they signed a contract or the application for the job
role and they have the right to be treated equally to other employees. On the other hand, a
receptionist must follow all their responsibilities for the job role that they applied for, such as
making and receiving phone calls, managing a diary and greeting guests, etc. Additionally, the
procedures that a receptionist must follow are reporting problems and providing feedback, when
reporting problems they refer to the manager because receptionists don’t have a head of
department and they are able to inform managers about very important problems that they can
only resolve. Reporting problems is good for a receptionist as they can learn what to do in
situations like these after seeing how the manager solves the problem. Lastly, providing
feedback helps the manager know how well they are doing with the jobs so they can make new
aims and objectives for the employee so that they are productive in the work they do and so
they don’t find anything that they struggle with.
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