Job Description

Title:

Client Support Assistant

Location:

250 Carmarthen Road, Swansea, SA1 1HG

Hours:

28 - 35 Hours a week

Salary:

18,345 (28 Hours) to 22,932 (35 Hours) Equivalent to 12.60 per hour

Contract:

Fixed Term for 12 Months (renewal dependent on funding)

Start date:

ASAP

DBS:

This role is subject to an Enhanced DBS check with Adult Barring.

Line Manager:

Charity Support & Finance Manager

Benefits:

26 days paid leave + Bank Holidays. Additional one day leave per year up to 5 years. Enhanced pension - 5% employer contributions as standard. Matched employer contributions up to 8%. Free access to 24/7 Employee Assistance Programme (includes counselling support, Financial Advice, Legal Advice etc) Flexible working. Competitive additional leave package including paid time off for special circumstances. Numerous paid training opportunities available.

Purpose of the Post

Step into a pivotal role at Age Cymru West Glamorgan, where you'll be the first point of contact for clients, shaping their experience and making a significant impact. As a crucial link between our charity and those seeking support, we're looking for an empathetic individual who genuinely cares and takes the time to understand the unique stories and needs of the people we serve.

In this vital position, your compassionate approach will define the client experience, leaving a lasting impression on their well-being. As the primary point of contact for our Information and Advice clients, you'll handle initial enquiries, actively listening to clients to understand their needs. Your role is crucial in ensuring clients receive timely and effective assistance. Professionalism, patience, and flexibility are also key attributes for this position, along with accurate and efficient administration to support the team.

If you're ready to be part of a friendly team that puts clients at the centre of everything we do, we'd love to invite you to apply now and be part of our mission to empower people to age well.

Our Vision

Our vision is that everyone in Swansea, Neath Port Talbot, and Bridgend is able to age well and love life.

Our Mission Statement

Age Cymru West Glamorgan is a local charity that delivers trusted, quality assured and person-centred support that promotes well-being and empowers people to age well.

Values

Age Cymru West Glamorgan's values are to ensure that we

C.A.R.E

Centred - We put our clients at the heart of everything we do, ensuring our services are relevant and appropriate.

Adaptive - We see the individual, delivering person centred, quality assured and outcome focused services.

Responsive - We listen, learn and take action based on feedback.

Efficient - Donations are a gift; we constantly strive for efficiency and effectiveness to make sure nothing is wasted

Do you have any questions?

If you have any questions about the role, want to talk to someone who actually works here or need any further information we would be pleased to have an informal chat to help you apply. Drop us an email via enquiries@agecymruwestglamorgan.org.uk and one of the team will be in touch.

Key Responsibilities

To manage client communications via external telephone enquiries, emails, and mail, signposting clients to the most appropriate services. To provide general office administrative duties when required and directed, including setting up appointments for staff and volunteers. Providing a warm and supportive environment for our essential office-based volunteers who play a crucial role in our organisation. Ensure detailed and accurate records are kept in line with our AQS compliant procedures. Actively listening to clients, gathering accurate information in order to pass a complete and concise overview to our Information and Advice Team. To be able to identify any potential safeguarding cases and ensure all information is accurately recorded and passed on to leadership. To complete full benefit checks in line with training and guidance from the I&A Team. To action follow up on cases, contacting clients to check on benefits awarded and/or check satisfaction levels about services received. Attend outreach events as needed out in the community. Assist with the scanning, photocopying and letter sending needs of the services. To manage mail in and out in accordance with the mail procedure. Ability to work flexibly, recognising the pivotal part this front-line role plays in the smooth running of the charity. To undertake any other duties as may be requested from time to time by the leadership team.

Person Specification

For this role, your values and willingness to learn are the most important factors. This role is open to anyone, with any background providing you have the core skills we need and a drive to develop. If you don't match the Person Specification completely, but you think you would be a great fit for this role, we would be happy to have an informal chat to help you decide if this is the right role for you.

Education Qualifications

Willingness to undertake further training and development as deemed necessary.

Technical Competence

IT literate and confident working with Microsoft 365 essential.

Essential Knowledge and Experience

Good listening skills, clear telephone manner, able to listen sensitively to callers. Be a good communicator, able to communicate effectively, particularly with older people. Be able to work on your own initiative and respect the nature of confidentiality. Good knowledge of general office administration and ability to work in an organised manner with attention to detail. Organisational Skills - planning, managing own workload. Reliable and flexible approach to working with commitment and a willingness to work co-operatively. Experience and willingness to manage a dynamic and ever-changing workload

Desirable Knowledge and Experience

(Not Essential)

Experience working directly with the public in a customer services role. Understanding of the changing needs of older people Understanding of the needs of clients with disabilities Experience of working within the Voluntary Sector. Understanding of the needs and pressures of unpaid carers. Experience of or knowledge of working with volunteers.

Skills & Abilities

Drive to make a difference to the lives of older people and their carers Highly energetic / driven. Highly organised. Excellent interpersonal skills. Ability to operate effectively as part of a team and on own initiative. Ability to be self-reliant and to portray a professional image always. Ability to respond positively to any changes in the working environment. The ability to speak Welsh is highly desirable.

Driving License

Although the role is primarily office based, there will be occasions where you will be required to attend community-based outreach events as a representative of Age Cymru West Glamorgan. Full UK Driving License and access to a vehicle with the ability to travel throughout the area is essential
Closing date for applications:

9am Tuesday 6th May 2025.

CV and Sift Questions via Indeed

Please submit a high-quality CV and thoughtfully answer the Sift Questions provided. We appreciate that Generative AI tools like ChatGPT are widely used, and we welcome their use as assistive technologies. However, we strongly encourage you to

proofread

your answers and personalise them. Copying and pasting unedited AI-generated responses will not give us the opportunity to truly understand your experience, skills, and why you're the right fit for this role.

Closing date: 9am Tuesday 6th May 2025.

Face-to-Face Interview

Successful candidate will be invited to a face-to-face interview at our

Carmarthen Road Office

. These interviews are scheduled to take place during the

week of 12th May

.

Please note that we reserve the right to close applications early if we receive a high number of submissions.

Job Types: Full-time, Part-time, Fixed term contract
Contract length: 12 months

Pay: 12.60 per hour

Expected hours: 28 - 35 per week

Benefits:

Additional leave Bereavement leave Free parking Health & wellbeing programme On-site parking
Schedule:

Flexitime Monday to Friday
Application question(s):

How many hours are you looking for? Please confirm your understanding that this is an office-based role, with little to no home working options. Having read the job role, please outline below why you believe you are a good candidate for this role. Please note, this is an assessed question and we would expect a considered response to progress to stage 2.
Language:

English (required)
Licence/Certification:

UK Driving Licence and access to a vehicle (required)
Work authorisation:

United Kingdom (required)
Work Location: In person

Application deadline: 06/05/2025