Behaviours

• Ability to stay calm under pressure
• Attention to detail
• Desire to support older people who are experiencing isolation and loneliness
• Committed to engaging and empowering volunteers and older people

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Support and Development Officer: Individual Services (with deputising duties for Welcome Officer)

Reports to: Individual Services Team Manager
Salary: £27,000

Job Purpose

To ensure the success of our one-to-one services, which reduce loneliness among isolated older people. You'll support the volunteers delivering these services, including our Call Companions, so they feel confident, safe and supported in building rewarding relationships with older people. You'll also deputise for our Welcome Officer during leave, sickness or high demand, managing front of house, the main phone line and inbox, and providing excellent, timely customer service.

Responsibilities

Volunteers

• Carry out online Call Companion and other individual services inductions, enthusing volunteer applicants and ensuring they are well prepared for their onboarding process
• Ensure volunteers successfully progress through the automated onboarding process, supporting with calls, emails and answering queries as needed
• Support volunteers to make a positive impact through their Call Companion role by being available to troubleshoot worries and concerns
• Check in with volunteers who have just started making their calls to provide advice and support, including call backs on request, to ensure they can continue to support their older person successfully
• Provide low level signposting, welfare and safeguarding support for volunteers
• Work with colleagues to identify opportunities to recruit new volunteers and older people into our services
• Use our CRM system and dashboards to manage workload, ensuring records of older people and volunteers are kept up to date

Older People

• Carry out welcome calls to onboard older people into our Call Companion Services
• Signpost or refer older people to other services if we are not the best fit for their needs
• Check in with older people who are matched and need additional support (e.g. low mood, ongoing issues)
• Provide low level signposting, welfare and safeguarding support for older people
• Carry out 6-monthly check-ins and needs assessments for those older people identified as having high level or more complex needs
• Manage rematching process

Welcome Officer

When necessary, you will deputise for our Welcome Officer:

• Ensure all telephone enquiries and inbound emails are answered promptly and resolved or passed onto the relevant team
• Triage safeguarding and welfare concerns and queries, passing details to the safeguarding team or other staff as relevant
• Ensure incoming calls and emails are accurately recorded on our CRM system
• Handle identity checks and reference checks for volunteer applicants, recording accurately on our CRM system
• Triage Hootsuite enquiries on social media, answering basic queries and forwarding more complex queries to colleagues
• Check our CRM task lists regularly and support teams to ensure enquiries are answered in a timely manner
• Make outgoing calls, including "unable to make contact" calls to older people and their volunteers, and matches who haven't made recent contact, sending emails and letters as necessary and ensuring our CRM system is updated

Person Specification

Experience

• Comfortable with communicating on the phone with people of all ages
• Experience with Microsoft Teams, Sharepoint, Dynamics and using a CRM system to capture, store, and retrieve information
• Experience working in a fast-paced environment, working to deadlines and meeting performance related targets

Skills and Knowledge

• Great problem-solving and lateral thinking skills
• Excellent interpersonal, written and verbal communication skills
• Ability to put older people and volunteers at their ease over the phone
• Ability to juggle multiple tasks at once, managing your time effectively and efficiently
• Understanding of confidentiality and GDPR, and its implications for using a CRM and interacting with older people and volunteers
• Basic understanding of safeguarding
• Committed to using technology to find solutions and to improve performance

Behaviours

• Ability to stay calm under pressure
• Attention to detail
• Desire to support older people who are experiencing isolation and loneliness
• Committed to engaging and empowering volunteers and older people

About Re-engage

Re-engage is a charity that is positive about older age and committed to reducing loneliness, so people can have social lives and friendships whatever their age. We inspire meaningful connections and shared experiences for people over 75 facing loneliness and social isolation across the UK.

We're committed to a staff team that enjoys coming to work and takes satisfaction in the impact we have on older people's lives. We all work remotely, but that doesn't stop us getting to know each other — our wellbeing programme includes interest groups (music, books, hobbies), coffee catch-ups, quizzes, mindfulness and more.

How we recruit

Don't meet every requirement? Studies show women and people from ethnic minority backgrounds are less likely to apply unless they meet every qualification. We're committed to a diverse, inclusive workplace, so if you're excited about this role but don't tick every box, please apply anyway — you may be just right for this or another role.

Re-engage uses the Hireful platform to remove unconscious bias from hiring. Alongside your CV, you'll answer questions testing essential skills for the role; responses are anonymised and reviewed in random order by our team.

We never see these responses alongside your application — only summary statistics, to check our candidate pool is balanced and everyone has an equal chance regardless of background. You can opt out of these questions if you prefer.

The closing date is midnight on Sunday 20 September 2026, and interviews will be held week commencing 28 September 2026 and week commencing 5 October 2026.