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:
- 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
- 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
- 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.