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Inbound Support Services Coordinator

4 months ago

Colchester, United Kingdom Age Well East Full time

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 pro-rated accordingly for part-time)
- 5% Employer Pension Contribution
- Health Assured health package (including up to 6 face-to-face 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 sign-ups for the website directory in quieter time periods to maximise coverage

People/Team
- Inspire your colleagues to deliver first-class support services to clients and the wider team
- Support with ad-hoc 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 fast-paced environment with the need for multi-tasking
- Experience of using Salesforce or other CRM software an advantage

**Skills/Qualifications**:
GCSE Maths and English at level 5 or higher.

**The Person**:

- Computer literate
- Compassionate individual
- Positive mindset and attitude
- Team player with a flexible working approach
- Willingness to learn new skills
- Excellent verbal and written communication skills
- Detailed and focused individual with a can-do attitude to work