Job Description
Title: Client Support Assistant
Location: 250 Carmarthen Road, Swansea, SA1 1HG
Working Pattern: This is a fully office-based role, with no hybrid or home-working arrangement.
Hours: 35 Hours a week
Salary: £24,479 per annum- Equivalent to £13.45 per hour (Real Living Wage)
Contract: Permanent
Start date: August 2026
DBS: This role is subject to an Enhanced DBS check with Adult Barring.
Line Manager: Information and Advice Team Leader
Benefits:
- Generous annual leave package - of up to 31 days plus bank holidays, starting at 26 days and increasing with each year of service, up to five years.
- Enhanced pension scheme - minimum 5% employer contribution, with matched contributions up to 8%.
- Paid carers’ leave - up to 5 days per year to support employees with caring responsibilities.
- 24/7 Employee Assistance Programme - free access to counselling, financial advice, legal advice and wellbeing support.
- Practical flexibility - including agreed time off in lieu where needed to help balance work and personal commitments.
- Supportive induction and paid training opportunities - helping you settle into the role, build confidence and continue developing your skills.
- Unlimited tea and coffee —and usually a biscuit or two if the team has not got there first.
Purpose of the Post
This is a vital role at the heart of Age Cymru West Glamorgan. For many older people, carers and families, you will be the first person they speak to when they contact our charity. That first conversation matters. It can be the moment someone feels listened to, reassured and connected to the support they need.
Demand for our services is high, so this is a busy and varied role. You will handle a high volume of telephone calls and enquiries, listen carefully to understand what people need, gather accurate information, and help ensure clients are connected to the right support as quickly and effectively as possible. You will also provide essential administrative support to the Information and Advice team, helping them deliver trusted, quality-assured services to older people across Swansea, Neath Port Talbot and Bridgend.
We are looking for someone who is compassionate, organised and resilient, with a warm and professional telephone manner. You will need to be comfortable speaking with a wide range of people, including older people, carers, family members, professionals and volunteers. Just as importantly, you will need to be motivated by making a difference and able to bring patience, kindness and attention to detail to every interaction.
You will be joining a friendly, close-knit team of staff and volunteers who care deeply about our work and will be ready to welcome and support you. If you are looking for a rewarding role where your work really matters, and you want to help older people feel heard, valued and supported, we would love to hear from you.
Our Vision
Our vision is that everyone in Swansea, Neath Port Talbot, and Bridgend is able to age well and enjoy 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 [email protected] 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 Advice Quality Standard 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 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.
Technical Competence
- IT literate and confident working with Microsoft 365 essential.
- Able and willing to adapt to new and emerging technologies, with support.
Essential Knowledge and Experience
- Good listening skills, with a clear, warm and professional telephone manner.
- Able to listen sensitively to callers and communicate effectively, particularly with older people, carers and families.
- Able to work on your own initiative while respecting confidentiality at all times.
- Good knowledge of general office administration, with the ability to work in an organised way and maintain attention to detail.
- Strong organisational skills, including planning, prioritising and managing your own workload.
- Reliable and flexible approach to work, with a commitment to working co-operatively as part of a team.
- Experience of, or 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.
- 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.
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 Monday 29th June 2026.
Stage 1: 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.
Please note that we reserve the right to close applications early if we receive a high number of suitable applications.
Stage 2: Full application
Candidates who appear to meet the requirements of the role will be invited to submit a full application. This will include:
- Your CV
- A cover letter of no more than two A4 pages
Your cover letter does not need to repeat your CV. We would like to understand why you are interested in this role, why you want to work for Age Cymru West Glamorgan, and what you would bring to the post.
We recognise that valuable experience can come from many places, including paid work, volunteering, caring responsibilities, community involvement, customer service, or personal life experience. We are particularly interested in your values, your communication skills, and your motivation to make a difference.
Stage 3: Telephone interview
Shortlisted candidates will be invited to a Stage 1 telephone interview. This will help us understand more about your experience, telephone manner, communication style and interest in the role.
Stage 4: Face-to-face interview
Candidates successful at telephone interview will be invited to a face-to-face interview.
Face-to-face interviews will take place on 8 July 2026.
Questions ?
If you would like an informal chat or have any questions about the role, please email:
[email protected]
We look forward to hearing from you.
Job Types: Full-time, Part-time, Fixed term contract
Contract length: 12 months
Pay: £24,479.00 per year
Benefits:
- Additional leave
- Bereavement leave
- Flexitime
- Free parking
- Health & wellbeing programme
- On-site parking
Application question(s):
- This role involves handling a high volume of telephone calls from older people, carers, families and professionals. Please confirm that you are confident and comfortable speaking with people over the phone as a core part of your working day.
- Please confirm your understanding that this is an office-based role, with no home working options.
Language:
Licence/Certification:
- UK Driving Licence and access to a vehicle (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
