Context of the position:

SOS Children’s Villages Rwanda is an independent member association affiliated to the SOS Federation. SOS Children’s Villages Rwanda leverages existing community resources to strengthen quality childcare and protection through a holistic continuum of care tailored to orphans, vulnerable children, and their families. SOS Children’s Villages Rwanda actively advocates for the promotion of childcare and child protection. In Rwanda, SOS Children’s Villages operates in four Program Areas based in Gasabo, Gicumbi, Kayonza and Nyamagabe. To further fulfil the above-mentioned responsibilities, SOS Children’s Villages Rwanda is seeking for a competent Front Office Officer, to base at its National Office Kigali, Kinyinya.

JOB PURPOSE

The main role for this position is to provide professional, efficient, and welcoming front-office and administrative support by managing the reception area, receiving and directing visitors and calls, handling correspondence, and providing timely assistance to staff and external stakeholders. The Front Office Officer ensures effective communication and smooth day-to-day front-office operations while maintaining a professional image of the organization and safeguarding confidential information.

Main clients:

• All SOS Children’s Villages Rwanda staff and departments
• All visitors, guests, and members of the public coming to SOS Children’s Villages Rwanda
• Children, young people, families, and other programme participants visiting the organization
• Government institutions, partners, donors, service providers, and other external stakeholders
• Candidates, consultants, and other individuals visiting SOS Children’s Villages Rwanda for official purposes

Key Performance Areas and Main Responsibilities:

The Front Office Officer is responsible for managing the reception area and serving as the first point of contact for visitors, staff, partners, and other stakeholders. The position ensures professional handling of telephone calls, correspondence, visitors, and general inquiries while providing timely administrative support. The officer maintains accurate front-office records, ensures compliance with safeguarding, confidentiality, and security procedures, and contributes to creating a welcoming and professional image of SOS Children’s Villages Rwanda. Below are the details:

Reception and Customer Service

• Receive and welcome all visitors, guests, and stakeholders in a professional and courteous manner.
• Identify visitors and direct them to the appropriate staff members or departments.
• Ensure that visitors receive timely and accurate information and assistance.
• Maintain a professional, clean, and welcoming reception environment.
• Handle inquiries and provide appropriate responses or referrals.

Telephone and Communication Management

• Receive and manage incoming telephone calls and direct them to the appropriate staff members.
• Take and relay messages accurately and promptly.
• Manage general front-office email inquiries and ensure that correspondence is directed to the relevant departments.
• Support effective communication between staff, visitors, and external stakeholders.

Visitor and Front Office Administration

• Maintain accurate records of visitors, appointments, deliveries, and other front-office activities.
• Manage visitor access in accordance with organizational security and safeguarding procedures.
• Coordinate appointments and meeting arrangements as required.
• Receive and distribute incoming correspondence, documents, and deliveries.
• Maintain an organized filing system for front-office records.

Administrative Support

• Provide general administrative support to the Administration and other departments as assigned.
• Support the preparation and coordination of meetings, events, and official visits.
• Assist with photocopying, scanning, printing, document distribution, and other routine administrative tasks.
• Support the coordination of office supplies and other front-office requirements.

Safeguarding, Confidentiality and Security

• Ensure that all visitors and stakeholders are treated in accordance with SOS Children’s Villages Rwanda's safeguarding standards and procedures.
• Maintain confidentiality of organizational, staff, visitor, and programme-related information.
• Immediately report any safeguarding, security, or other concerns through the appropriate channels.
• Ensure compliance with organizational policies, procedures, and health and safety requirements.

Professional Representation

• Serve as the first point of contact for SOS Children’s Villages Rwanda and promote a professional and positive image of the organization.
• Maintain professional conduct and demonstrate respect, integrity, and courtesy in all interactions.
• Build positive working relationships with staff, visitors, partners, government representatives, and other stakeholders.

Reporting and Other Responsibilities

• Prepare routine front-office reports and maintain relevant records as required.
• Monitor and report issues affecting the smooth operation of the reception area.
• Perform any other duties relevant to the position as assigned by the supervisor.

Child Protection Policy

• At all times, avoid actions or behaviour that could be construed as poor or potentially abusive practice.
• Report any child safeguarding concerns immediately in accordance with the organizational’s Child Protection Policy
• Promote and uphold the organisation’s values and child safeguarding principles in all interactions and decision – making

Data Protection Policy.

• At all times ensure that personal data of SOS Children’s Villages beneficiaries and their families as well as SOS Children’s Villages in Rwanda co-workers is handled confidentially and in accordance with prevailing SOS Children’s Villages.
• Ensure that personal sponsor information and data used and administered for the benefit of SOS Children’s Villages in Rwanda, is stored and transferred securely, handled confidentially and in accordance with prevailing data protection laws. Donor data will remain under the control of SOS Children’s Villages in Rwanda and shall not be forwarded to or swapped with other organizations.

Required key skills set.

Must have the following:

• Excellent communication and interpersonal skills
• Strong customer service and reception skills
• Good organizational and time-management skills
• Professional, courteous, and welcoming attitude
• Good telephone and email communication skills
• Attention to detail and ability to maintain accurate records
• Ability to maintain confidentiality and handle sensitive information
• Good computer skills, including Microsoft Office applications
• Ability to work effectively with people from diverse backgrounds
• Problem-solving skills and ability to work under pressure

Formal qualifications

Education: Diploma in Front Office Management, Business Admin, or related field

Professional Qualification: Customer Service certification preferred

Experience requirements

Experience: 3+ years reception/front office experience; corporate environment

Skills & Competencies: Reception Management, Telephone Etiquette, Visitor Management, Mail Handling, Office Administration, Professional Presentation, Customer Service Orientation, English & Kinyarwanda fluency.

• Receive and welcome all visitors, guests, and stakeholders in a professional and courteous manner.
• Identify visitors and direct them to the appropriate staff members or departments.
• Ensure that visitors receive timely and accurate information and assistance.
• Maintain a professional, clean, and welcoming reception environment.
• Handle inquiries and provide appropriate responses or referrals.
• Receive and manage incoming telephone calls and direct them to the appropriate staff members.
• Take and relay messages accurately and promptly.
• Manage general front-office email inquiries and ensure that correspondence is directed to the relevant departments.
• Support effective communication between staff, visitors, and external stakeholders.
• Maintain accurate records of visitors, appointments, deliveries, and other front-office activities.
• Manage visitor access in accordance with organizational security and safeguarding procedures.
• Coordinate appointments and meeting arrangements as required.
• Receive and distribute incoming correspondence, documents, and deliveries.
• Maintain an organized filing system for front-office records.
• Provide general administrative support to the Administration and other departments as assigned.
• Support the preparation and coordination of meetings, events, and official visits.
• Assist with photocopying, scanning, printing, document distribution, and other routine administrative tasks.
• Support the coordination of office supplies and other front-office requirements.
• Ensure that all visitors and stakeholders are treated in accordance with SOS Children’s Villages Rwanda's safeguarding standards and procedures.
• Maintain confidentiality of organizational, staff, visitor, and programme-related information.
• Immediately report any safeguarding, security, or other concerns through the appropriate channels.
• Ensure compliance with organizational policies, procedures, and health and safety requirements.
• Serve as the first point of contact for SOS Children’s Villages Rwanda and promote a professional and positive image of the organization.
• Maintain professional conduct and demonstrate respect, integrity, and courtesy in all interactions.
• Build positive working relationships with staff, visitors, partners, government representatives, and other stakeholders.
• Prepare routine front-office reports and maintain relevant records as required.
• Monitor and report issues affecting the smooth operation of the reception area.
• Perform any other duties relevant to the position as assigned by the supervisor.
• At all times, avoid actions or behaviour that could be construed as poor or potentially abusive practice.
• Report any child safeguarding concerns immediately in accordance with the organizational’s Child Protection Policy
• Promote and uphold the organisation’s values and child safeguarding principles in all interactions and decision – making
• At all times ensure that personal data of SOS Children’s Villages beneficiaries and their families as well as SOS Children’s Villages in Rwanda co-workers is handled confidentially and in accordance with prevailing SOS Children’s Villages.
• Ensure that personal sponsor information and data used and administered for the benefit of SOS Children’s Villages in Rwanda, is stored and transferred securely, handled confidentially and in accordance with prevailing data protection laws. Donor data will remain under the control of SOS Children’s Villages in Rwanda and shall not be forwarded to or swapped with other organizations.

• Excellent communication and interpersonal skills
• Strong customer service and reception skills
• Good organizational and time-management skills
• Professional, courteous, and welcoming attitude
• Good telephone and email communication skills
• Attention to detail and ability to maintain accurate records
• Ability to maintain confidentiality and handle sensitive information
• Good computer skills, including Microsoft Office applications
• Ability to work effectively with people from diverse backgrounds
• Problem-solving skills and ability to work under pressure
• Reception Management
• Telephone Etiquette
• Visitor Management
• Mail Handling
• Office Administration
• Professional Presentation
• Customer Service Orientation
• English & Kinyarwanda fluency

• Diploma in Front Office Management, Business Admin, or related field
• Customer Service certification preferred