Client Support Assistant
Step into a pivotal role at Age Cymru West Glamorgan, where you'll be the first point of contact for clients, shaping their experience and making a significant impact.
- Location: 250 Carmarthen Road, Swansea, SA1 1HG
- Hours: 35 Hours a week
- Salary: £24,479 per annum- Equivalent to £13.45 per hour
- 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
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.
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.
Personal 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.
Not sure if this is for you?
We know job descriptions can sometimes put people off applying. Please don’t let that be the case here. If you’re interested but not sure whether you meet every requirement, we would strongly encourage you to get in touch and have a chat about the role, your skills, and whether this could be a good match.