Customer First Point of Contact Administrator Apprentice

Introduction

Age UK Sheffield are looking for an Apprentice to join their First Contact team, based at Eyre Street, Sheffield. The key responsibilities of this post are ensuring telephone and email enquiries from customers and professionals are responded to and directed to the most appropriate place to help with their query. 

About the Employer

Age UK Sheffield is a completely local and independent charity which provides information, advice, services and resources to people aged 50 and over in Sheffield

What You'll Do

Roles and Responsibilities:

• Undertaking reception duties - To be the first point of contact for customers and professionals when contacting Age UK Sheffield by telephone, forwarding selected telephone callers to the appropriate member of staff, volunteer or student
• Taking brief messages and passing these on via email or telephone in the case of community workers and fielding calls to Senior Management
• Working closely with the Information and Advice triage officer role and passing on calls appropriately to this function.
• Developing knowledge of resources and services available to older people in Sheffield and responding appropriately to information and signposting queries
• Working closely with Information and Advice volunteers supporting on reception and answering calls
• To ensure all customer and professional information queries are recorded on Age UK Sheffield CRM system in accordance with policies and procedures
• Maintain up to date answer phone message and ensure all voicemail messages are responded to in a timely manner
• Greet and welcome visitors to the offices between 9am and 5pm, ensuring they sign in, are made aware of health, safety and security regulations and inform the relevant member of staff of their arrival
• Gain and maintain understanding of all Age UK Sheffield services
• To undertake word processing, electronic communication, telephone communication, filing, printing and photocopying work as required
• Support the general day to day running of the office, preparing rooms for meetings, setting up equipment, sorting incoming and outgoing post, printing out newsletters, assessment packs etc.
• Ensure that the reception area and office is kept tidy and projects a business-like image
• To participate in general house-keeping duties to maintain a clutter free professional office environment

Training Outcome

Possible full-time employment on successful completion of the apprenticeship.

Skills Required

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Logical
• Team working
• Initiative
• Non judgemental
• Patience

Qualifications

• Essential - GCSE - English - A*-C or 9-4
• Essential - GCSE - Maths - A*-C or 9-4

Course Information

Course: Business administrator (level 3)

Level: 3

Route: Business and administration

Apprenticeship Level: Advanced

Working Arrangements

Working Week: Monday to Friday 9am - 5pm

Expected Duration: 1 Year 6 Months

Training Provider: SHEFFIELD COLLEGE, THE

This employer is part of the Disability Confident scheme, committed to employing disabled people.