Telephone Enquiries and Signposting Volunteer
At Age UK Westminster we run a weekly Information and Advice telephone helpline for our clients, service users and the public. The telephone helpline operates between 10am - 2pm Monday to Friday. We completely rely on the support of our friendly, diverse and dedicated team of Telephone Enquiries and Signposting Volunteers to ensure this vital service continues.
We’d love you to join this amazing team for just 4 hours per week. You will volunteer in our office, based at the Beethoven Centre, Third Avenue, London W10 4JL. Your duties will include handling general telephone enquiries, providing information and signposting callers to other external agencies so that they can access the services they require. We’d also ask you occasionally to support our small team of staff with their admin tasks.
Summary of duties:
- Acting as the first point of contact for the office and responding to enquiries from callers
- Providing information about AUKW services and signposting callers to other relevant agencies
- Logging all telephone enquiries on to AUKW CRM database
- Ensuring that messages are passed on to relevant staff members promptly and as appropriate
- Ensuring that voice messages that are left on the phone the previous day are actioned promptly
- Booking appointment for service users who wish to have face-to-face meetings with the I&A team
- Assisting with any other general admin tasks as required
Skills/Attributes Required:
- Confident written and verbal communication skills
- Good telephone manner and customer service skills
- Punctual, reliable and trustworthy
- Good time management skills and ability to multitask and prioritise work
- Strong organisational and planning skills
- Strong administrative skills including IT skills and data entry - training will be provided.
- Ability to work as part of a team
- Consistently friendly and professional approach
- Commitment to providing the best possible outcome for the person’s needs promptly
- Ability to learn quickly and change processes as needs change
- Able to recognise and work within personal and organisational boundaries
- An understanding of the need for confidentiality
- A non-judgemental approach
- Good attention to detail and problem-solving skills
- Willingness to work with minimum supervision
Desirable skills and qualities:
- Previous reception/admin experience
- An interest in health and social care and basic knowledge of issues that affects older people.
Experience Required:
An interest and experience in general IT with a good understanding of Microsoft Office and cloud-based CRM systems.
Mandatory Training & Development:
- Full training and ongoing support will be provided
- General Induction
What we offer:
- The chance to be part of a friendly team that will facilitate your development with support and ongoing training.
- The chance to make a real contribution to the lives of the older residents of Westminster.
- Free Enhanced Level DBS check
- Professional references after 3 months of volunteering
- Travel expenses reimbursed with proof of receipt
- Lunch expenses up to the value of £5 after a minimum of 4 hours of volunteering
- Introduction to I&A Level 2 NVQ course at City Lit – free to those who meet the criteria (18+ and on benefits)