Customer First Point of Contact Administrator Apprentice

Roles and Responsibilities:

Undertaking reception duties - To be the first point of contact for customers and professionals when contacting Age UK Sheffield by telephone, forwarding selected telephone callers to the appropriate member of staff, volunteer or student Taking brief messages and passing these on via email or telephone in the case of community workers and fielding calls to Senior Management Working closely with the Information and Advice triage officer role and passing on calls appropriately to this function Developing knowledge of resources and services available to older people in Sheffield and responding appropriately to information and signposting queries Working closely with Information and Advice volunteers supporting on reception and answering calls To ensure all customer and professional information queries are recorded on Age UK Sheffield CRM system in accordance with policies and procedures Maintain up to date answer phone message and ensure all voicemail messages are responded to in a timely manner Greet and welcome visitors to the offices between 9.00am and 5.00pm, ensuring they sign in, are made aware of health, safety and security regulations and inform the relevant member of staff of their arrival Gain and maintain understanding of all Age UK Sheffield services To undertake word processing, electronic communication, telephone communication, filing, printing and photocopying work as required Support the general day to day running of the office, preparing rooms for meetings, setting up equipment, sorting incoming and outgoing post, printing out newsletters, assessment packs etc Ensure that the reception area and office is kept tidy and projects a business-like image To participate in general house-keeping duties to maintain a clutter free professional office environment

General:

Ensure our services are accessible for all, flagging the need for interpreters where necessary Prepare for and contribute to regular supervision and annual appraisal Work within Age UK Sheffield’s policies and procedures, contributing to their review and development as required Ensure that any concerns are directed to Service Delivery and Standards Manager in accordance with Complaints Policy Ensure all database entries adhere to Information Quality Standards Attend service delivery meetings as appropriate Actively maintain good equal opportunities, data protection and health and safety practice Undertake any other tasks that can be reasonably expected within the scope and spirit of the job Work with administration colleagues and volunteers to provide cover to first point of contact function as necessary

Training:

Qualification: L3 Business Administrator Apprenticeship Standard

Assessment:

Knowledge Test Portfolio-based interview Project/Improvement presentation

Venue: Block 1, Pennine Five Campus, 41 Silver Street Head, Sheffield City Centre, Sheffield S1 2DD

Attendance: Blended Learning, face to face and google classroom

Training Outcome:

To be discussed and agreed.

Employer Description:
We're a local charity working in Sheffield to support older people, their families and carers. We want everyone to be able to love later life. Age UK Sheffield is a local independent charity with around 60 staff members. We help over 4,000 local older people every year, offering support, activities, events, befriending, information and more. It's a great place to work if you really want to make a difference in people's lives. We are an equal opportunities employer and welcome applications from all sections of the community. Because of the nature of our work with older people, all roles are subject to a Disclosure and Barring Service check. We have a generous annual leave policy – 30 days annual leave plus public holidays (pro rata). We are an inclusive organisation who embrace and celebrate difference. We welcome and encourage applicants from people from Black, Asian and other minoritised communities, people who are LGBTQ+ and people living with disabilities. We are a Mindful and Disability Confident employer.

Working Hours :
Monday to Friday, 9.00am - 5.00pm.

Skills:
Communication skills,Organisation skills,Customer care skills,Administrative skills,Team working,Initiative,Non judgemental,Patience,Professional and discreet