Inbound Support Services Coordinator - Colchester, United Kingdom - Age Well East

Age Well East

Verified Company

Colchester, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Inbound Support Services Coordinator

£21,000 pa pro-rata

30 hours per week, Monday - Friday 9.30am to 4pm

Age Well East is a values-driven organisation with a passion for making the greatest difference to people by supporting and empowering them to live happier and healthier lives.

Our Vision
A world where life is about living happier and healthier.

Our Values

Trust
Compassion
Community
Excellence
Courage

We have gone through significant growth since 2017 and provide a wide range of high-quality services across Essex.

Each year we support thousands of people through advice and information; befriending; emotional support services; and friendship groups and activities.

Our long-term ambition is to continue to grow so that we can make a difference to lives of people across Essex by continuing to develop our services and look for new areas of innovation.

What do we offer?
Age Well East is growing our reach and activity because of the high demand for support.

It is an exciting time to be a part of what we are doing, and this opportunity is about genuinely making a big difference to people.

We take great pride in what we do, who we help and how we transform lives.

Benefits include:

24 days annual leave, plus bank holidays, plus a birthday day and closure between Christmas and New Year (all leave is prorated accordingly for parttime)
5% Employer Pension Contribution
Health Assured health package (including up to 6 facetoface counselling sessions per year)
Death in Service Benefit
Reflective practice sessions

Location
Fully office based at 63 North Hill, Colchester, Essex CO1 1PX

Role Description

We are looking for an Inbound Support Services Coordinator to work with us on a 30 hour per week basis, Monday to Friday the hours being 9.30am and 4pm.

In return, you will receive a competitive salary of £21,000 pa pro-rata.

The Inbound Support Services Coordinator Role

Main Duties and Responsibilities
Support Services Helpdesk

Deliver high call quality (for phone and web) and contact response (for all other channels) and agreed on benchmarks for speed of calls answered and responses handled
Record every contact to the charity on Salesforce for Charities so we can accurately assess volumes and purpose
Refer inbound referrals to the relevant team and external referrals through the agreed channels

Website

Manage website pages with requested updates
Manage updates and amendments on the organisation intranet
Feedback in team meetings to develop capability within the Chat function to provide optimum support for visitors
Guide callers to the Directory, Events pages and other useful pages as required
Follow up on referrals for the directory where those in later years may need additional support
Actively seek new signups for the website directory in quieter time periods to maximise coverage

People/Team

Inspire your colleagues to deliver firstclass support services to clients and the wider team
Support with adhoc requests as they surface to develop the department
Cultivate a supportive approach within the team to requests more widely from colleagues for requests for help
Be a trusted team member who is reliable and looked up to by colleagues
Be a positive ambassador for Age Well East with all stakeholders
Draw people into Age Well East through the welcome and service experience
Cover others as needed in periods of absence or holidays

What we are looking for

Essential Experience:

Experience of helping customers and understanding their needs
Experience of presenting information in an accurate, professional and appropriate manner
Building rapport with people easily and a good listener
Experience of working in a fastpaced environment with the need for multitasking
Experience of using Salesforce or other CRM software an advantage

Skills/Qualifications:

GCSE Maths and English at level 5 or higher.

The Person: