Job summary
Age UK Coventry & Warwickshire are looking for a dedicated and efficient administrator to work within our busy & friendly Head Office, predominantly based in Leamington Spa with periodic travel to our office in Coventry for training and cover purposes.
Main duties of the job
To work as part of a team of administrators to provide high quality, flexible, administrative support for Age UK Coventry and Warwickshire and be first line of contact for people contacting the office. The post holder will be expected to work proactively and flexibly to maximise organisational effectiveness and efficiency.
About us
We're a local charity working in the community to support older people, their families and carers.We want everyone to be able to love later life.
Job description
Job responsibilities
Carry out reception duties welcoming visitors in person, via phone and email to AUKCW, directing people to the appropriate service or person.
Respond to both internal and external telephone calls from clients, partner agencies and other interested parties, including requests from staff.
Provide accurate information and signposting to callers and visitors around a variety of issues.
To process and record incoming referrals ensuring accuracy and action appropriately within a timely manner, following established processes and procedures.
Identify the service/s required and log accurate information onto established database/s & systems via agreed templates. Maintain and update the database/s accurately and efficiently with clients details/data records and information of actions.
Work closely with internal services and external partner agencies to ensure all external referrals are actioned and processed effectively, via current customer relationship management system.
Transfer calls where appropriate, provide designated number or offer call-back / advise of messaging option.
Actively seek feedback from clients/staff in various forms to enable services to monitor satisfaction levels and areas for improvement.
Provide training, support and supervision to volunteers who support the area ensuring a consistent service is maintained.
Ensure information materials in front window is kept up to date and relevant.
Provide general administrative support across the organisation including but not limited to filing, letter writing, spreadsheet maintenance , photocopying, emailing, diary management, stationery ordering and dealing with incoming and outgoing mail.
Support with arranging maintenance, repairs, cleaning, etc. of all AUKCW premises.
Ensure all personal data is processed in accordance with the GDPR policy and procedure.
To adhere to all AUKCW policies with particular reference to staffing, health & safety, safeguarding and equality.
To undertake such other duties as may be reasonably required, consistent with the nature and grade of the post.
Job description
Job responsibilities
Carry out reception duties welcoming visitors in person, via phone and email to AUKCW, directing people to the appropriate service or person.
Respond to both internal and external telephone calls from clients, partner agencies and other interested parties, including requests from staff.
Provide accurate information and signposting to callers and visitors around a variety of issues.
To process and record incoming referrals ensuring accuracy and action appropriately within a timely manner, following established processes and procedures.
Identify the service/s required and log accurate information onto established database/s & systems via agreed templates. Maintain and update the database/s accurately and efficiently with clients details/data records and information of actions.
Work closely with internal services and external partner agencies to ensure all external referrals are actioned and processed effectively, via current customer relationship management system.
Transfer calls where appropriate, provide designated number or offer call-back / advise of messaging option.
Actively seek feedback from clients/staff in various forms to enable services to monitor satisfaction levels and areas for improvement.
Provide training, support and supervision to volunteers who support the area ensuring a consistent service is maintained.
Ensure information materials in front window is kept up to date and relevant.
Provide general administrative support across the organisation including but not limited to filing, letter writing, spreadsheet maintenance , photocopying, emailing, diary management, stationery ordering and dealing with incoming and outgoing mail.
Support with arranging maintenance, repairs, cleaning, etc. of all AUKCW premises.
Ensure all personal data is processed in accordance with the GDPR policy and procedure.
To adhere to all AUKCW policies with particular reference to staffing, health & safety, safeguarding and equality.
To undertake such other duties as may be reasonably required, consistent with the nature and grade of the post.
Person Specification
Qualifications
Essential
- GCSE Grades A-C or equivalent in English and maths
Experience
Essential
- Experience of effective working in a direct customer service role in a
- busy environment
- A good understanding of the needs and issues affecting older people
- from a wide range of backgrounds and communities
- Excellent written and verbal communication skills
- Excellent interpersonal skills
- Ability to listen and interpret information
- Good literacy and IT skills including Microsoft Office Suite,
- SharePoint
- Ability to prioritise ever changing workloads
- An ability to carry out tasks in an organised, efficient and methodical manner
- Approachable and friendly
- Understanding of a commitment to equality of opportunity
- Team Focused Approach
- Self-Motivated
- Flexible
- Committed to continuously improving service delivery
- Customer focus
- Attention to detail
Desirable
- Experience in an advisory service preferably working directly with older
- people
- Experience of working as a volunteer or with volunteers
Person Specification
Qualifications
Essential
- GCSE Grades A-C or equivalent in English and maths
Experience
Essential
- Experience of effective working in a direct customer service role in a
- busy environment
- A good understanding of the needs and issues affecting older people
- from a wide range of backgrounds and communities
- Excellent written and verbal communication skills
- Excellent interpersonal skills
- Ability to listen and interpret information
- Good literacy and IT skills including Microsoft Office Suite,
- SharePoint
- Ability to prioritise ever changing workloads
- An ability to carry out tasks in an organised, efficient and methodical manner
- Approachable and friendly
- Understanding of a commitment to equality of opportunity
- Team Focused Approach
- Self-Motivated
- Flexible
- Committed to continuously improving service delivery
- Customer focus
- Attention to detail
Desirable
- Experience in an advisory service preferably working directly with older
- people
- Experience of working as a volunteer or with volunteers
