Information and Advice Reception Volunteer
Role Context
Age UK Ealing’s mission is to promote the wellbeing of all older people in Ealing and empower them to achieve full quality of life. We provide a range of support services for older people in the London Borough of Ealing including Information and Advice Service, Day Centre, Befriending and Digital Inclusion. We also run Greenford Community Centre, where our office and services are based alongside a range of other community activities.
As the first point of contact for all clients, this is a key volunteering role which makes a huge contribution to the work of Age UK Ealing. You will help us to provide a welcoming voice on the telephone or a welcoming face to all visitors and help us to manage an effective referral process for enquiries.
What is I & A Reception Volunteer does:
- Answers the telephone taking messages or directing callers to the appropriate person.
- Takes detailed information to ensure a full referral can be taken and informs the client of the current waiting time for appointments.
- Gives reassurance to customers who may be anxious and nervous.
- Informs the adviser when a customer has arrived for their appointment and keep the customer informed if they may experience a delay.
- Directs customers to all available literature, leaflets, and current campaigns.
- Assists staff and other volunteers with managing enquiries by phone, email, and direct contact.
Full training and support will be provided to all volunteers by Management.
Personal qualities most suited to this role:
- Good interpersonal skills, particularly listening.
- Good communication skills, able to take clear notes to pass onto the advisors or other staff.
- Able to work confidentially and be patient, tactful, discreet, and sensitive.
- Able to work reliably in a busy, sometimes hectic environment.
- Able to respond appropriately to different and sometimes challenging situations.
- Basic computer skills and at ease using the internet.
Desirable Qualities:
Customer service experience
How much time is involved?
3/4 hours per week on a dedicated weekday, during office hours between 10am and 4pm. Days are flexible as agreed with your supervisor. We hope you can commit to at least 6 months.
Expenses and Insurance:
We will cover agreed out-of-pocket expenses (e.g. travel costs). You will be required to have a Basic DBS police check certificate which will be provided free of charge to you & you will also be covered by our professional indemnity insurance.
Responsible to: Head of Services Manager
If you're interested in volunteering, please get in touch by using the contact information below.
Contact us
Telephone: 020 8578 2712 Option 3