Customer First Point of Contact Administrator Apprentice

Summary

The successful apprentice will be joining our organisation to; • Provide an efficient effective first point of contact for customers, family members and professionals contacting Age UK Sheffield • Provide an exceptional customer experience supporting our busy office • Provide administrative support to a range of Age UK Sheffield services.

Wage

£14,231.75 to £23,015.85, depending on your age

National Minimum Wage

Check minimum wage rates (opens in new tab)

The apprenticeship rate is applicable for those on an apprenticeship aged under 19 years of age or if they are in their first year of the apprenticeship.

Training course

Business administrator (level 3)

Hours

Monday to Friday, 9.00am - 5.00pm.

36 hours 15 minutes a week

Start date

Monday 16 June 2025

Duration

1 year 6 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you’ll do at work

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 9.00am and 5.00pm, 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

General:

Ensure our services are accessible for all, flagging the need for interpreters where necessary
Prepare for and contribute to regular supervision and annual appraisal
Work within Age UK Sheffield’s policies and procedures, contributing to their review and development as required
Ensure that any concerns are directed to Service Delivery and Standards Manager in accordance with Complaints Policy
Ensure all database entries adhere to Information Quality Standards
Attend service delivery meetings as appropriate
Actively maintain good equal opportunities, data protection and health and safety practice
Undertake any other tasks that can be reasonably expected within the scope and spirit of the job
Work with administration colleagues and volunteers to provide cover to first point of contact function as necessary

Where you’ll work

1ST FLOOR
SOUTH YORKSHIRE FIRE & RESCUE
197 EYRE STREET
SHEFFIELD
S1 3FG

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

SHEFFIELD COLLEGE, THE

Your training course

Business administrator (level 3)

Equal to A level

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.

Your training plan

Qualification: L3 Business Administrator Apprenticeship Standard

Assessment:

Knowledge Test
Portfolio-based interview
Project/Improvement presentation

Venue: Block 1, Pennine Five Campus, 41 Silver Street Head, Sheffield City Centre, Sheffield S1 2DD

Attendance: Blended Learning, face to face and google classroom

Requirements

Essential qualifications

GCSE in:

English and Maths (grade A* - C/9-4/or equivalent)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
Organisation skills
Customer care skills
Administrative skills
Team working
Initiative
Non judgemental
Patience
Professional and discreet

Other requirements

Most challenging part of the job: • Undertaking conversations with callers to rapidly ascertain their needs and ensure their call is passed to the right place. • Maintaining quality of data entry into CRM system. • Managing workload, prioritising incoming calls are answered and undertaking administrative tasks in between calls. Communication and working relationships: • With customers, staff, students, volunteers, job applicants and partner organisations. • With the I and A Service Lead/ Senior Administrator for supervision and annual review. • Health and social care professionals.

About this company

We're a local charity working in Sheffield to support older people, their families and carers. We want everyone to be able to love later life. Age UK Sheffield is a local independent charity with around 60 staff members. We help over 4,000 local older people every year, offering support, activities, events, befriending, information and more. It's a great place to work if you really want to make a difference in people's lives. We are an equal opportunities employer and welcome applications from all sections of the community. Because of the nature of our work with older people, all roles are subject to a Disclosure and Barring Service check. We have a generous annual leave policy – 30 days annual leave plus public holidays (pro rata). We are an inclusive organisation who embrace and celebrate difference. We welcome and encourage applicants from people from Black, Asian and other minoritised communities, people who are LGBTQ+ and people living with disabilities. We are a Mindful and Disability Confident employer.

https://www.ageuk.org.uk/sheffield/ (opens in new tab)

Company benefits

Permanent subject to continued funding. Employment is subject to a satisfactory minimum probationary period of 6 months. Appointment is subject to a Satisfactory Disclosure and Barring Service (DBS) check at enhanced level.

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

To be discussed and agreed.

Ask a question

The contact for this apprenticeship is: