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 9am and 5pm, 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