Customer First Point of Contact Administrator Apprentice

The successful apprentice will be joining our organisation to; • Provide an efficient effective first point of contact for customers, family members and professionals contacting Age UK Sheffield • Provide an exceptional customer experience supporting our busy office • Provide administrative support to a range of Age UK Sheffield services.

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

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