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Client Support Volunteer

About Age Cymru West Glamorgan

We are a local charity providing a range of services to our clients, families, and carers across Swansea, Neath Port Talbot and Bridgend — promoting wellbeing, helping people to age well, and live independently.
We receive a high volume of calls from people in our community who need support, advice, and reassurance. Our volunteers play a vital role in helping us ensure every call is answered and every client is heard.

Role Description:  

We are looking for compassionate, confident, and reliable volunteers to help us manage incoming calls and messages from clients. Working as part of our friendly Client Services team, you will gather essential information from callers, record it in our secure system (Charitylog), and help ensure that enquiries are passed on quickly to the right person or service.

Hours: Our opening hours are Monday to Friday 09:00 – 16:30, anytime you are able to give between these hours would be greatly appreciated.

Location: Age Cymru West Glamorgan Offices, Carmarthen Road, Swansea.

What will you do?

  • Answer incoming calls and manage voicemail messages from clients.
  • Gather key information and record it accurately in Charitylog.
  • Refer cases to the internal “Action List” for review and triage.
  • Work closely with the staff team to ensure clients receive the right support.
  • Provide a calm, reassuring presence for callers — making every interaction count.
  • Uphold confidentiality, data protection, and safeguarding standards.

What will you gain?

  • The satisfaction of helping older people and their families receive timely support.
  • Experience working within a professional advice and wellbeing service.
  • Training in client communication, data handling, and safeguarding.
  • Opportunities for further development into advanced volunteer roles (e.g. Information & Signposting).
  • Being part of a friendly, supportive, and dedicated team making a real difference.

What skills do you need?

  • Excellent listening and communication skills.
  • Empathy, patience, and professionalism when handling sensitive calls.
  • Confidence using a computer and recording information accurately.
  • Reliability and the ability to follow process.
  • Enjoy speaking to people and making time for a conversation.

To apply:  Email volunteer@agecymruwestglamorgan.org.uk or call 01792 648866 and speak to Emma Gardiner to have a chat about the role.

Please note this is a voluntary position. Age Cymru West Glamorgan will reimburse volunteers for out of pocket travel costs including public transport costs.