First Point of Contact Admin Volunteer

Purpose of the Role 

As a First Point of Contact Admin Volunteer, you will play a key role in welcoming new carers to Carers Trust Solihull. You’ll be trained to accurately record and complete carer registrations using our simple database, ensuring every carer receives a professional and efficient first experience with our service. 

You will respond to incoming calls in a courteous and supportive manner, directing enquiries to the appropriate team member where needed. You’ll also prepare and post welcome packs for newly registered carers — including carer ID cards — and complete the First Step Contingency Plan with each carer, making sure all actions are recorded and saved correctly. 

This role is ideal for someone who enjoys working with people, takes pride in being organised, and wants to contribute directly to improving the support available for carers in Solihull. 

Key Roles and Responsibilities 

• Record and complete carer registrations accurately using our database. 
• Prepare, print, and post welcome packs for newly registered carers, including ID cards. 
• Complete and record the 5-question contingency plan with every new carer. 
• Log all activities and communications promptly and accurately. 
• Respond to carers’ enquiries in a timely, professional, and compassionate manner. 
• Answer incoming calls, ensuring they are handled courteously and transferred efficiently to the correct person or department. 
• Carry out data entry and updates on the internal database. 
• Promote Solihull Metropolitan Borough Council (SMBC) services and signpost carers for assessments in line with referral pathways. 
• Maintain confidentiality and adhere to all data protection and safeguarding procedures. 
• Undertake other administrative duties as discussed and agreed with your supervisor. 

Preferred Skills and Qualities 

• Highly organised and able to multi-task effectively. 
• At least two years’ experience in an administrative or customer service setting. 
• Excellent written and verbal communication skills. 
• Confident handling phone calls and supporting a variety of enquiries. 
• Experience working with Microsoft Word, Excel, and simple databases. 
• Quick to learn new IT systems and processes. 
• Strong attention to detail and accuracy. 
• Reliable, conscientious, and proactive. 
• Friendly, patient, and supportive when working with carers. 
• Passionate about providing a high-quality service to carers. 

What You Will Gain 

• Purpose and fulfilment: Be the welcoming first voice for carers accessing vital support. 
• Valuable experience: Develop skills in communication, data management, and customer service. 
• Confidence building: Strengthen administrative and IT abilities in a supportive environment. 
• Training and development: Receive induction and ongoing support tailored to your role. 
• Team connection: Join a caring, dedicated group committed to improving lives across Solihull. 
• Recognition: Gain references, certificates, and recognition for your contribution. 

Additional Notes / Special Requirements 

• Flexible working hours to be agreed based on your availability. 
• Training and supervision provided. 
• An enhanced DBS check and references will be required before commencing the role. 
• Travel expenses reimbursed in line with Carers Trust Solihull’s volunteer policy.