Customer service assistant volunteer roles in Birmingham, west midlands

CONTEXT

The Women & Families Resource Centre (WFRC) is a registered charity based in

Wolverhampton which supports, empowers and advocates for women and children.

We aim to actively encourage women to be self-reliant, through empowering them to

identify their own needs, make their own choices and create their own solutions. We

offer a baby bank, a charity shop & various community support services to help

women facing crises or challenging situations.

Wolverhampton Baby Bank is a flagship project run by The Women & Families

Resource Centre, a registered charity supporting families with children aged 0-3.

Through donated essentials and community engagement, we provide much-needed

items such as:

• Essential supplies for babies and toddlers, including nappies, wipes, clothing, toys,

and bedding.

• Support services for new parents, including drop-in groups and befriending for

pregnant women and new mothers.

• Referrals and resources to connect families with additional community services.

Scope and Span

The Baby Bank Administrator provides structured administrative support to ensure efficient and organised service delivery.

The postholder will manage incoming enquiries, maintain digital records, support volunteer coordination logistics, and assist in stock documentation and reporting processes.This role requires strong organisation, attention to detail, and professionalism when communicating with vulnerable families and external partners.

Volunteer Guidelines

Thank you for volunteering with The Women & Families Resource Centre (WFRC). Our work supports and empowers women and families facing challenging circumstances, and your role is essential in helping us provide consistent, reliable, and respectful services. To ensure fairness, sustainability, and high-quality support for the community, all volunteers are expected to follow the structured framework and guidelines below.

• Commit to a minimum of 12 hours per week.

• Attend agreed shifts consistently and provide notice if unable to attend.

• Carry out agreed tasks responsibly, maintaining professionalism and confidentiality at all times.

• Treat service users, staff, and fellow volunteers with respect and compassion.

• Communicate openly about availability, concerns, or if feeling overwhelmed to prevent burnout and overcommitment.

• Follow agreed scheduling processes to ensure continuity and consistency in service delivery.

• Work collaboratively as part of the team and report any safeguarding concerns immediately.

Your commitment and reliability help us create a stable and supportive environment for the families we serve.

Roles and Responsibilities

1. Client Communication & Frontline Support

• Answer incoming phone calls professionally and compassionately

• Respond to email enquiries in a timely and structured manner

• Manage appointment bookings and referral confirmations

• Provide clear information about Baby Bank services and eligibility

• Maintain confidentiality and safeguarding awareness in all communication

• Welcome visitors and support front desk coordination when required
   

2. Administrative & Digital Systems Support

• Maintain accurate digital records of referrals, appointments, and service users

• Update Charity Log database and internal tracking system

• Support data entry for stock distribution record

• Prepare basic reports for the Baby Bank Manager

• Ensure documentation is organised and up to date

• Assist with digital onboarding documentation for volunteers

3. Volunteer Coordination Support

• Support scheduling of volunteers in coordination with the Manager

• Maintain volunteer attendance record

• Assist in preparing volunteer documentation and review paperwork

• Communicate shift confirmations and reminder

4. Stock & Inventory Administration

• Log incoming donations into tracking systems

• Record distributed items against client records

• Support inventory data update

• Flag stock shortages to the Baby Bank Manager

5. Corporate Volunteer Day Support

• Assist with preparation of attendance sheets and documentation

• Prepare administrative packs for corporate volunteer sessions

• Record participation and basic impact data

6. Compliance & Record Management

• Ensure data protection compliance in all record keeping

• Maintain confidentiality of client and volunteer information

• Follow WFRC safeguarding, Health & Safety, and Equal Opportunities policies
   

7. General Responsibilities

• Take meeting minutes when required

• Provide administrative support across WFRC services when necessary

• Undertake additional reasonable duties as directed by the Baby Bank Manager

Qualifications

• Previous experience in administrative or office support roles preferred

• Experience in customer service or frontline communication

• Basic knowledge of Microsoft Office (Word, Excel, Outlook)

• Comfortable using digital systems and databases

Skills

• Strong communication skills (verbal and written)

• High attention to detail

• Professional phone and email etiquette

• Organised and structured approach to work

• Empathy and sensitivity when dealing with vulnerable families

• Ability to manage multiple tasks efficiently

• Reliability and accountability

Board of Trustees  (Voluntary)

Ben is the charity supporting the health and wellbeing of people who work or have worked in the UK automotive industry. As the sector continues to transform, Ben is entering an ambitious new phase to significantly expand its reach, strengthen its role as the industry’s trusted wellbeing partner and deliver its goal to treble impact and double fundraising by 2030. With strong financial foundations and clear ambition for growth, we are now seeking a new Chair and several Trustees to help shape this next chapter.

Chair of the Board of Trustees

The Chair will provide strategic leadership to the Board, support and challenge the CEO, and ensure strong governance, financial sustainability and clarity of purpose. They will lead the Board in setting strategy, driving impact, stewarding significant reserves and acting as an ambassador across the sector.

Trustees will help guide Ben’s strategy, ensure effective oversight, champion good governance and support the senior team. We welcome professionals at senior level who can bring fresh perspectives, strong judgement and a commitment to our mission.

We are looking for Trustees who can bring senior-level insight and expertise in one or more of the following areas:

• Automotive industry (retail, manufacturing or aftermarket)
• Fundraising, philanthropy, income generation or business development
• Welfare, health and wellbeing
• Impact measurement, evaluation or outcomes frameworks
• Brand, marketing, communications, social media or customer experience
• Finance, audit and risk
• Technology, digital or data
• Research and development
• Governance

We welcome values driven leaders who bring strong judgement, collaboration and diverse perspectives, and who are motivated by improving wellbeing across the automotive industry.

The Board meets 4 times a year, with approximately 50% of those taking place in-person. Trustees will serve up to 9 years.

Chair of the Board of Trustees and Trustee Opportunities (Voluntary)

Ben is the charity supporting the health and wellbeing of people who work or have worked in the UK automotive industry. As the sector continues to transform, Ben is entering an ambitious new phase to significantly expand its reach, strengthen its role as the industry’s trusted wellbeing partner and deliver its goal to treble impact and double fundraising by 2030. With strong financial foundations and clear ambition for growth, we are now seeking a new Chair and several Trustees to help shape this next chapter.

The Chair will provide strategic leadership to the Board, support and challenge the CEO, and ensure strong governance, financial sustainability and clarity of purpose. They will lead the Board in setting strategy, driving impact, stewarding significant reserves and acting as an ambassador across the sector.

We are looking for:

• Non-executive experience including as committee or board chair
• Strong governance and financial acumen
• Experience of organisational change or growth
• A collaborative, values driven leader who brings sound judgement, strategic insight and excellent relationship building skills.

The Board meets 4 times a year, with approximately 50% of those taking place in-person. The Chair will serve up to 4 years.