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Salary: £23,648 (£25,863 fte)

Tenure: Permanent

Location: V21 Sbectrwm, Bwlch Rd, Fairwater, Cardiff

Hours: Part-time, 32 hours per week

Start Date: ASAP

Annual Leave: 35 days including bank holidays pro-rated to hours worked.

Age Connects Cardiff & the Vale is looking for a Volunteer and Information Officer to support a small collaborative team of three whilst leading, developing and empowering a team of office-based volunteers who deliver the day-to-day administration, call handling and signposting for our core and community services.

We are looking for an individual with experience of recruiting, inducting, training and supervising office volunteers. You will also need experience of Rota management as well as using databases and software to a high standard.

If you are approachable and a good team player with the understanding of the needs of older people, awareness of safeguarding and an understanding of the role volunteers play in delivering community services we would love to hear from you.

JOB PURPOSE:

This role sits within the Community Support Project, a small and collaborative team of three: the Volunteer & Information Officer will lead the office‑based volunteer team, the Project Coordinator, who manages long‑term client–volunteer relationships; and the Volunteer Recruitment & Development Officer, who recruits and prepares volunteers for the service. You will also be responsible for dealing with enquiries, both internally and externally.

The Volunteer & Information Officer will lead, develop and empower a team of office‑based volunteers who deliver day‑to‑day administration, call handling and signposting for our core services, including the Community Support Service, Nail Cutting Service and Good Neighbours Scheme. You will also work closely with colleagues across the wider charity to ensure enquiries are handled consistently and that volunteers are confident supporting a range of services.

As the organisation evolves, this role will increasingly act as a key first point of contact for the wider charity, ensuring that every caller receives a safe, high‑quality and compassionate response. You will adapt processes, volunteer training and front‑of‑house systems to meet changing Client needs, organisational priorities and service developments.

You will have the autonomy to refine systems, strengthen volunteer capability, and shape how the front‑of‑house function operates as services develop, change or shift over time.

This job description outlines the key performance indicators of, and output required from the Volunteer Information Officer. It is not a definitive list and the role may well change and evolve over time.

KEY RESPONSIBILITIES

Volunteer Team Leadership & Development

* Recruit, induct, train and supervise a minimum of four office volunteers (one per day), with the ambition to increase this number where appropriate.

* Build volunteer confidence in using digital tools including Volunteero, Jane App, email and multiple databases.

* Develop clear volunteer guidance, training materials and refresher sessions.

* Create and manage volunteer rotas to ensure consistent daily office coverage.

* Provide ongoing coaching, support and performance monitoring.

* Delegate at least 50% of routine administrative and call‑handling tasks to volunteers, enabling them to grow in confidence and capability.

* Address underperformance or skill gaps promptly and constructively.

* Shape and evolve the volunteer role based on service needs, volunteer strengths and client demand.

JOB DESCRIPTION

First Point of Contact – Call Handling & Enquiry Management

* Act as the primary contact for enquiries across Community Support, Nail Cutting and Good Neighbours, with the expectation that the range of services may change over time.

* Ensure volunteers respond promptly, sensitively and accurately to enquiries across all relevant services.

* Triage calls, gather essential information and signpost appropriately.

* Personally handle complex, sensitive or high‑risk issues.

* Identify emerging themes in client need or service pressure and adapt processes or volunteer training accordingly.

Service Coordination & Administration

* Support coordination and administration across multiple services, with flexibility to incorporate new programmes or adjust to changes in existing ones.

* Oversee appointment booking and scheduling for the Nail Cutting Service.

* Maintain accurate waiting lists, client records and service logs across several databases.

* Support coordination of Community Support and Good Neighbours referrals, including volunteer matching and follow‑up.

* Oversee routine office tasks such as post handling, letters, banking and resource updates.

* Maintain and update community resource lists (cleaners, gardeners, local activities, etc.) to support effective signposting.

Quality Assurance, Monitoring & Case Management

* Monitor volunteer performance and check the accuracy of their work.

* Manage complex enquiries that fall outside volunteer capability.

* Maintain up‑to‑date knowledge of all Age Connects services, including new or changing areas.

* Collect case studies, feedback and monitoring data to support evaluation and service improvement.

* Identify opportunities to streamline processes and improve the client journey across the whole organisation.

Governance, Safety & Compliance

* Ensure volunteers follow safeguarding, confidentiality and data protection requirements.

* Maintain accurate and confidential records for audit and reporting purposes.

* Promote a safe, inclusive and supportive working environment for volunteers and clients.

* Escalate safeguarding or risk concerns appropriately and promptly.

Other Duties

Adapt to evolving service needs, organisational priorities and changes in client demand — whether services expand, contract or shift focus.

Undertake any other reasonable tasks as required by the Service Manager.

Contribute ideas and insights to help shape the future development of the charity’s first‑point‑of‑contact function.

Work flexibly in line with the needs of the business to ensure the safe delivery of our service.

To be responsible for your own health and safety and the health and safety of others.

PERSON SPECIFICATION

The ideal candidate will demonstrate the following skills, experience and personal qualities. Shortlisting will be based on how well applicants meet these criteria.

ESSENTIAL COMPETENCIES

Experience of working in a customer‑facing, reception, call‑handling or frontline support role.

Experience of working with volunteers, service users or community groups.

Experience of using multiple digital systems, databases or case‑management tools.

Experience of managing sensitive or complex enquiries with professionalism and empathy.

Experience of delivering administration in a busy, multi‑service environment.

Strong communication skills, with the ability to engage warmly and professionally with older people, families and professionals.

Confident using digital tools including email, databases and online platforms, with the ability to learn new systems quickly.

Ability to organise, prioritise and manage competing tasks in a fast‑paced environment.

Ability to train, support and motivate volunteers with varying levels of confidence and experience.

Strong attention to detail, especially when recording information or updating databases.

Ability to handle confidential information appropriately and follow safeguarding procedures.

Ability to remain calm, patient and solution‑focused when dealing with challenging or emotional situations.

Understanding of the needs and experiences of older people, or willingness to learn.

Understanding of the role volunteers play in delivering community services.

Compassionate, patient and respectful in all interactions.

Positive, proactive and adaptable — able to respond to changing service needs.

Confident working independently while also contributing to a wider team.

Supportive and encouraging approach to volunteer development.

Commitment to equality, diversity and inclusion.

Awareness of safeguarding, data protection and confidentiality requirements.

DESIRABLE COMPETENCIES

Experience of coordinating volunteers or supervising staff.

Experience in a charity, health, social care or community setting.

Experience of triaging enquiries or signposting to external services.

Knowledge of local services, community resources and support available to older people.

Experience of developing training materials or guidance documents.

APPLICATION PROCESS

There is no closing date for applications. Applications will be shortlisted on receipt of completed application form.

The application form must be fully completed as they form part of the shortlisting process.

Initial interview via Teams or Zoom.

You will be asked to provide proof of the Right to Work in the UK before the interview takes place.

If successful at first interview you will be asked to attend a second interview which will take place at V21 Sbectrwm, Bwlch Rd, Fairwater, Cardiff, CF5 3EF.

Due to the nature of the work the successful candidate will be required to pass a standard DBS check as well as provide the contact details of two referees, one of which must be your most recent employer