IG1, Ilford
Job description

Volunteer Role Description

And Person Specification




The Information and Advice service is central to Age UK Redbridge, Barking and Havering.  The service is the first point of contact for new enquiries.  The staff handle a wide variety of queries ranging from financial or benefit matters to local information about clubs and activities, or where appropriate, signpost enquirers to other agencies. 


Purpose of Role:

The volunteer undertaking this role will need to act as the first point of contact of the organisation, either on the telephone or face-to-face at the reception desk.


Main Duties and Responsibilities:

  • To write clear messages for staff and volunteers if they are unavailable or out of the office
  • Deal with general enquires or signpost to other appropriate agencies.
  • To ‘field’ enquiries from telephone/personal callers etc. to an appropriate member of staff/volunteer.
  • To open and distribute daily post.
  • To input data into Charity Log database
  • To be aware of the Signposting & Referrals Policy at Age UK Redbridge, Barking & Havering and the relationship of the organisation within the Community Legal Service
  • To only give out verbal/written information that is known to be factual, or can be supported by another authority e.g. Age UK Fact Sheets or official leaflets of approved organisations
  • To provide some administrative help within the office, without replacing the work that would normally be done by a paid member of staff
  • To assist in the removal of any outdated information and advice materials from public circulation within the office e.g. posters, leaflets, agency details, and telephone numbers that are no longer valid
  • To attend regular volunteer supervision
  • To be open to attend training sessions in relevant areas (i.e. social and health needs of older people, confidentiality, equal opportunities).
  • Work to Age UK Redbridge, Barking & Havering’s guidelines and policies



Person Specification:

  • Good communication skills essential: Ability to use listening and questioning skills in order to obtain relevant information; ability to speak clearly and slowly if required; ability to write/type clear telephone messages.
  • Keyboard skills (desirable)
  • Understanding of confidentiality
  • Sense of humour (desirable)
  • Understanding of and empathy with the needs of older people
  • Patience and sensitivity
  • Reliability
  • Ability to identify problems and refer to appropriate member of staff
  • Hours of Work:        One day per week 9.00am-3.00pm OR one morning/afternoon

    Where?                   Main office, Ilford

    When?                       Mon-Fri

    Responsible to:     Advice, Information and Advocacy Manager

Posted on: 17 October 2019
Closed date: 15 January 2020
Tags: Admin, Advice, Information

The client requests no contact from agencies or media sales.