Salary: £18,800.60 per annum
Contract: 25 hours per week
This is a really exciting time to join our Telephone Friendship Service as we continue to grow and develop the support we provide to veterans and their partners across the UK.
We are looking for a warm, empathetic and highly organised Friendship Coordinator who genuinely enjoys connecting with people and finding solutions. This is a remote role, working 25 hours per week, but you will be very much part of a supportive and evolving team.
Our standards are high. The relationships we build with the people we support and with our wonderful volunteers are at the heart of the service. Retaining and supporting both our volunteers and beneficiaries is therefore just as important as welcoming new people into the service.
You will need to be a great listener, an excellent communicator and someone who takes ownership when something needs resolving. We are looking for a real “solution finder” – someone who is compassionate and person-centred, but equally comfortable managing the important administration and follow-through that sits behind a high-quality service.
Most importantly, we want someone who genuinely cares about making a difference and is excited about helping us build on an already wonderful service as it enters its next stage of growth.
We’d love to hear from you.
Purpose of the role:
- To support the effective delivery of the Telephone Friendship Service, ensuring person-centred and high-quality connections between TFS volunteers and beneficiaries. The role involves upholding the charity's values, treating individuals with dignity and respect, and enhancing the overall experience of our veterans.
Key Responsibilities:
- Facilitate the Telephone Friendship Service to support veterans in the community.
- Ensure the safety and well-being of veterans and volunteers, adhering to safeguarding protocols.
- Pair volunteers with veterans based on shared interests, hobbies, and availability to foster meaningful connections.
- Identify and implement opportunities for expanding the Telephone Friendship Service, ensuring sustainability and community impact.
- Collect and analyse feedback through case studies to measure satisfaction and outcomes, ensuring that project goals are met.
- Maintain accurate records for monitoring performance and facilitating monthly reporting requirements, while adhering to information governance and confidentiality standards.
- Actively participate in the recruitment, retention, training, and development of volunteers, fostering a supportive peer environment.
- Liaise effectively with stakeholders and partners to enhance the service and its reach.
- Oversee the friendship relationships to ensure they are effective and beneficial for all parties involved.
- Any other reasonable management request.
Person Specification:
Essential behaviours/ characteristics:
- Good interpersonal and relationship-building skills at all levels, in person, writing and on the telephone.
- The ability to produce work that is thorough and of high quality.
- A collaborative, pro-active team player who is keen to learn and develop within the role.
- Commitment to promoting equality and valuing diversity in practice.
Essential experience:
- Solid organisational and planning skills and the ability to work calmly and confidently under pressure, to prioritise one’s workload and to proactively solve problems.
- Experience of providing reports and presenting information in an engaging and accessible way, in a variety of formats and for a range of audiences.
- Experience of data entry to a high level of accuracy and attention to detail.
Desirable Experience:
- Previous experience in a similar coordination, administration or customer service role.
- Experience of providing excellent customer service over the telephone.
- Experience of using databases or CRM systems to maintain accurate records.
We reserve the right to update and amend this job description to ensure it accurately reflects the role. This will be agreed in consultation with the job holder.
Pay: £18,800.60 per year
Benefits:
- Company pension
- Free flu jabs
- Sick pay
- Work from home
Work Location: Remote
