Community Coordinator

About the Role:

Southwark Circle is a new social enterprise (founded in April 2009) and you will be joining a small, entrepreneurial team with big ambitions at the start of this journey.

Reporting to the Head of Operations, your role is to act as the first point of contact for Southwark Circle, whenever someone calls. You will facilitate the interaction between members and Helpers by booking ‘visits’ over the phone and by providing telephone support to members of the community. You will also be expected to sell the service to potential members as they make enquiries over the phone. Having spoken to potential members you will at times have the opportunity to undertake visits to their homes to provide more information and sign up those people who wish to join.

As we grow, your role will evolve and it is important that you are someone who will relish the chance to take on new tasks and responsibilities.

What you will do in the role:

Answer all inbound calls, in the agreed manner and respond by either:

• Engaging with an existing member, listening to their request for a service, inputting the full details of the task(s) to be undertaken onto the CRM system;

• Actively engage with enquiries regarding Southwark Circle’s services and membership;

• Identifying the caller as a prospective service provider, either as a possible Neighbourhood Helper or trades person. Answer queries regarding the service and fully record relevant information in order that subsequent contact can be made;

• Answering any questions posed by the caller regarding the service and/or pass them or their details to another member of the team to deal with appropriately;

You will also, in the course of normal activities –

• Engage with Neighbourhood Helpers, trades people or other Southwark Circle members by booking the requested ‘visits’ and then confirming the arrangements with all parties;

• Provide support within the Southwark Circle community by undertaking introductory visits to new members and Helpers.

• Follow up all ‘visits’ with both the member and the Helper/provider to gain feedback on the interaction;

• Record all interactions accurately and in as much detail as possible;

• Assist in the administration of obtaining CRB/ISA vetting and other standard liability checks for all Neighbourhood Helpers;

What you will need for the role:

• An understanding of, and enthusiasm for, the work that Southwark Circle undertakes within the local community;

• Experience of working with older people or knowledge of issues affecting older people would be advantageous;

• Ability to perform as a pro-active member of a small team;

• Call-handling experience, preferably gained in a sales, hospitality or customer service setting, with an awareness of factors influencing call quality and duration;

• Confidence to sell the benefits that Southwark Circle membership offers both over the phone and in person;

• Outgoing personality and excellent telephone manner;

• Ability to establish rapport with a diverse group of clients;

• Good IT and typing skills. Experience of data entry systems and accurate typing whilst conversing is advantageous.

• Experience with CRM software is a plus. However, training will be provided;

• Strong attention to detail and accuracy;

• A full driving license would be advantageous but is not essential.

About the organisation:

Southwark Circle CIC is an innovative membership organisation that was designed by older people for older people.

We provide members with a “neighbourly way to sort the everyday” in the form of on-demand, flexible help with life’s practical tasks from vetted, local people called Neighbourhood Helpers. Members also have access to a local social network for pursuing their interests, companionship and learning and teaching new skills.

We are proud to receive support from Southwark Council to serve the people of Southwark. We have received considerable regional and national interest in expanding the model across the UK and abroad and our objective is nothing short of changing the way we age as a society.