Community Service Support Administrator

THE SUNDAY TIMES BEST PLACES TO WORK 2025 

As we celebrate 40 years of making a difference, The Cinnamon Trust continues to grow, and we want you to be part of our journey! Our headquarters in Hayle, Cornwall, is looking for a compassionate, dedicated individual to join the team as a Community Service Support Administrator.

MAIN PURPOSE OF JOB:

To work within a team to provide excellent support to the community service support department.  To help ensure accurate and timely follow ups take place with all new and ongoing cases.  To build rapport with our clients, both petitioners and volunteers alike, by making contact primarily via the telephone or email and letter where needed.  To be warm and friendly and have empathy with our clients’ needs.  To quickly identify any problems and ensure each conversation is handled in a compassionate manner. 

A good telephone manner is essential, together with excellent literacy and IT skills, coupled with the ability to work to tight deadlines, often under pressure.

This is a sensitive role which requires an individual with the ability to handle confidential information and correspondence.

MAIN DUTIES AND RESPONSIBILITIES:

i.          Under direction, to help ensure that the support for all new and ongoing cases is provided by ensuring contact is made within set timescales and according to set protocols.

ii.         To ensure timely referral to the operations team when a volunteer drops out or a need for extra help is identified.

iii.        To help answer all incoming calls general queries relating to community service support for our clients.

iv.        Throughout the course of your work to ensure you record your responses on each individual case on our database. To contribute to the team by helping to also update volunteer information from each telephone conversation. 

v.         Under direction, to assist with responses to both incoming and outgoing to DL letters and update each case, to ensure a prompt reply and timely referral where necessary.

vi.        Throughout the course of your work, to identify when on the phone, possible good stories to enable us to approach and persuade all individuals involved to submit an article for the newsletter.

vii.      To handle telephone inquiries and relay messages where appropriate.

viii.     To demonstrate a proactive, positive and flexible attitude to all our clients.

ix.        To have flexibility to work additional hours for holiday and sickness cover when directed.

x.         To liaise with all other staff of the Trust in a flexible manner.

xi.        At all times to ensure and maintain a compassionate, professional and efficient public image for the Trust.

Together with such additional general duties as the Employer shall reasonably require, having regard to the needs of the Employer’s business as a Charitable Trust.