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Customer First Point of Contact Administrator Apprentice
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Age UK Sheffield Apprentice
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.
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
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
SHEFFIELD COLLEGE, THE
Training course
Business administrator (level 3)
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What you'll learn
Course contents
- Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
- Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
- Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
- Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
- Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
- Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
- Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
- Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.
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Training schedule
Business Administrator Level 3.
The apprentice will attend Sheffield College 1-day per month as part of their apprenticeship training.
Essential qualifications
- GCSE in:
- English (grade A*-C or 9-4)
- Maths (grade A*-C or 9-4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
About this 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
https://www.ageuk.org.uk/sheffield (opens in new tab)
Company benefits
- 30 days annual leave + bank holidays.
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
- Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
- Possible full-time employment on successful completion of the apprenticeship.
Ask a question
The contact for this apprenticeship is:
SHEFFIELD COLLEGE, THE
Alice Mee
alice.mee@sheffcol.ac.uk
The reference code for this apprenticeship is VAC2000045168.
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