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Client Services Support

Thank you for your interest in volunteering with Age UK Norwich.

Our existing volunteers tell us they find volunteering an enjoyable and rewarding activity where they can learn new skills, meet new people and give something back to the local community.

This page outlines the key aspects of this volunteering opportunity, its duties and the skills and experience we look for.

Objectives

This volunteer role is part of the front-face of the charity, supporting older people to access the services they need to make the best of later life.

As part of the Client Support team, you support day-to-day customer service and administration for the charity, working with clients to understand their needs and guide them to the best local services.

Part of this role will be to support our Advice line, to triage and fact-find clients and to co-ordinate the dispatch of information, arranging a referral or appointment with advisors, or other specialists, and the administration of a variety of Age UK Norwich services.

Person Specification

The table below outlines the skills and background that would suit this opportunity.

Essential

Background and experience in customer service roles.

Awareness and understanding of social impacts to older people.

Positive, effective and professional communicator, with experience of face-to-face, telephone and e-mail, effective listener, who is able to develop a rapport with clients.

Good knowledge of confidentiality and Data Protection processes.

Good inter-personal skills, effective listener, who is able to develop a rapport with clients.  

Strong IT skills, including customer/client databases, Microsoft Office including Word, Excel and Powerpoint.  

Desirable

Experience of working with older people or other vulnerable groups.

Working knowledge of the welfare rights system.

Working knowledge of online chat tools, bulk mail software and social media.

Experience in using online survey tools such as Survey Monkey

Responsibilities

  • Providing telephone information and sign-posting.
  • Triaging clients to fact-find and understand their needs and priorities, and making online or telephone referrals to Age UK Norwich and other local services.
  • Making outbound client contact for customer service surveys and keeping accurate records.
  • Franking and dispatch of post.
  • Support the Client Support team with any projects or work that supports the effective running of the charity.
  • On processing of client records to keep these valid, accurate and up-to-date.
  • The Client Support team supports all charity services.

Adhere to the relevant Age UK Norwich training, policies and procedures, such as Data Protection and Adult Safeguarding.

Training

Volunteers will be given in-house training and an induction pack which details everything they need to know about the role. The Age UK Norwich Client Services Team will be on hand in person or via telephone or email to answer any queries.

Role Boundaries

Volunteers are not required to deliver any items of care to the client (food parcels, medication etc.) or transport the client anywhere. If these services are required, the volunteer should contact the Age UK Norwich Client Services Team for professional staff to help with this. Volunteers are not required to undertake any fundraising activity.

Funding and Case Studies

As part of our funding requirements, we endeavour to highlight positive outcomes within our service and would request that you agree to participate in relevant, appropriate case studies in connection with your volunteering role.

Primary Contact

This role is part of our Client Services Department. You will have contact details for the Client Services Manager and the Client Services Team.

Commitment

Volunteers should be available for the minimum of 3 hours per week for around 12 months.

Age Restrictions

Volunteers must be over the age of 18 for this service.