Job Description

About the Role

The Service Administrator provides essential administrative support to ensure the smooth delivery of Age UK NSWD's services. Acting as a central point of contact, the role supports multiple service areas, liaising with service line leads and frontline staff, coordinating bookings, handling enquiries, and assisting with scheduling.

This role is key to ensuring excellent customer service for clients and carers, and efficient operations for the organisation.

Key Responsibilities

Administration & Coordination

Act as a first point of contact for service users, staff, and external stakeholders via phone, email, and in person. Liaise with service line leads (Head of Home Support & Head of Operations) to coordinate bookings and appointments for footcare, handy person, home support and activity groups. Manage scheduling for multiple services, ensuring staff and volunteers have the information and resources they need. Take payments for services (cash, card, or online) and update client records accordingly. Pass payment information securely to the finance team for processing. Carry out data entry and record-keeping using CRM systems (CharityLog) and shared drives. Support general administration, including filing, correspondence, and office systems.

Customer Service

Provide a friendly and professional reception for visitors to head office. Handle client enquiries, providing information, signposting to services, and making follow-up calls as required. Monitor satisfaction and feedback, escalating issues appropriately.

Support for Service Delivery

Assist with scheduling group activities, training sessions, and respite/day services. Support with preparation of materials for meetings, training, and events. Maintain stock of office and service resources.

Compliance & Standards

Ensure all records comply with GDPR and organisational policies. Work within Age UK NSWD policies, including safeguarding, equality, confidentiality, and complaints. Follow health and safety procedures at all times.

Person Specification

Essential

High-quality written and verbal communication skills. Evidence of strong administration and organisational skills. Experience of coordinating diaries, bookings, or schedules. Excellent IT skills (MS Office and CRM/data systems). Friendly, professional, and approachable manner. Ability to work independently and as part of a team. Strong attention to detail, with ability to manage competing priorities.

Desirable

Experience working in a care, charity, or customer-facing environment. Understanding of GDPR and data protection. Experience taking payments or handling basic transactions. Knowledge of Age UK NSWD's services.
Job Types: Full-time, Permanent

Pay: From 25,012.00 per year

Benefits:

Company pension Free parking On-site parking Sick pay
Work Location: In person

Application deadline: 26/10/2025