London, Greater London
£19,201 per year
Permanent, Full-time
Job description

Age UK East London aims to be an organisation that enables older people to:

  • Retain maximum possible choice over the direction of their lives.
  • Maintain and improve health.
  • Prevent social isolation.
  • Live in physical environments suited to their changing needs.
  • Have as many opportunities as possible for involvement in fulfilling community and leisure activities.

Our underpinning values are:

Older people and their carers are our partners in everything we do.  We aim to keep our work:

  • Personal
  • Safe
  • Expert
  • Progressive
  • Respectful

Job purpose

  • Welcoming service users and visitors to Age UK East London
  • To answer the telephone promptly in a welcoming and professional manner
  • Directing visitors and callers to the appropriate department
  • To act as first point of contact for Tower Hamlets, Hackney and Newham office
  • Listening to voicemail messages and relaying them to the teams across our services
  • Undertake administrative duties as required by the Business Support team

Key tasks

  • Act as first point of contact for visitors and telephone callers.
  • To advise staff and volunteers of arrival of visitors.
  • Escort visitors/service users to their destination within the building if nobody is available to collect.
  • Ensure each visitor is made comfortable until collected or escorted to their destination.
  • Answer a high volume of telephone calls and queries.
  • Transfer calls to the appropriate extension taking messages when person requested in not available.
  • Ensure that the telephone extension list is up-to-date including direct telephone and mobile numbers.
  • Ensure the reception area is tidy, warm and welcoming.
  • Supervision of departmental Volunteers when required.
  • To book rooms via outlook for internal & external meetings.
  • To log all information queries on charitylog
  • To log all information queries for Tower Hamlets on Hublink
  • Ad-hoc admin tasks – replenishing information and advice slips
  • To provide up to date and accurate local and national information and signposting to deal promptly with customer requests
  • Adding cases to our database in adherence of AQS and AUKEL Policy


  • Administration experience through either paid or voluntary work
  • Experience of working with people from diverse cultural and social backgrounds through either paid or voluntary work
  • Customer service experience through either paid or voluntary work

Knowledge and Understanding

  • Understanding of Health & Safety regulations and risk assessments relating to service users
  • Understanding of services available to older people and their carers across East London
  • An understanding of the diversity of AUKEL customers across AUKEL’s area of benefit
  • Knowledge of welfare benefits and advice sector that affect older people


  • Excellent numeracy skills
  • Excellent skills in respect of both written and spoken English
  • IT Skills, using internet, databases and Microsoft Office
  • Confident and welcoming telephone manner
  • Ability to work in a busy environment
  • Ability to work under pressure
  • A methodical approach to work

Additional requirements


  • This post is subject to a check through the disclosure and barring service (formerly CRB).
  • This post requires travel across East London.
  • The post holder will work with standard office server based computer systems and electronic databases.


Refreshed on: 18 September 2019
Closed date: 30 September 2019
Tags: Admin, Operations