There are more people aged over 60 than ever before, and they’re the fastest growing group in society. As people grow older, they face new challenges, and maybe even illness, loneliness or poverty.
But that doesn’t stop them from being themselves. People in later life still want to laugh, love and be needed.
They want to stay independent and keep doing the things they love. After all, we all want a fulfilling later life; no matter our age.
That’s why Age UK is here. We stand up and speak for all those who have reached later life, and also protect the long-term interests of future generations. We believe that living longer should be celebrated and everything we do is designed to change the way we age for the better and enable everyone to be part of the solution.
Together, we can create a world where everyone can love later life.
The Age UK Group comprises of Age UK, and its subsidiary companies and charities. Our network includes the three national charities Age Cymru, Age NI and
Age Scotland and more than 160 local Age UK charities.
A world where everyone can love later life.
Age is different for everyone and, of course, the challenges and the demands are different for everyone, too. At Age UK, we are many things to many people
– a source of advice, information, companionship and support, among many other things.
But one thing is the same for everyone: Age UK is always here. Wherever people are in their life, whatever the demands and challenges, no matter how big or how small, ageing is a journey we’ll take together, hand in hand, shoulder to shoulder.
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We all know that life’s road isn’t always an easy one. But by working together, we can start to create a world where everyone can love later life.

Watch our Love later life TV ad
Working with older people to make sure our services meet their most pressing needs, Age UK, together with our network of 167 local partners, delivers trusted advice and information to over 6 million people, helps people stay independent at home, and creates opportunities for people to have fun and stay well.
We support communities, enable older people to benefit from new technology and support the development of age-friendly services, products and business partnerships.
We campaign for changes in legislation, policy and practice to improve older people’s lives, increase understanding of the challenges of later life and to change public attitudes to older people.
We are also the only UK charity to focus research funds exclusively on later life. Our research gets results and we have seen significant breakthroughs in understanding dementia, falls prevention, stroke and incontinence.
We also work with Age International, our subsidiary charity, to enable them and our sister organisation, HelpAge International, to address the needs of older people in 40 of the world’s poorest countries. In 2012 alone, we supported 850,000 people in over
40 developing countries, including 360,000 older people in emergency situations.
Age International is part of the Disasters Emergency Committee (DEC) and works closely with other national and international organisations, including the International
Federation on Ageing (IFA) and the Global Alliance on the Rights of Older People.
History and background
Age UK Enterprises (Enterprises) is a wholly owned subsidiary of Age UK and was created in 1982, initially to address concerns voiced by people who had an association with the parent charity that their home contents insurance did not meet
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their needs. The company was established to address the failure of insurance companies to provide insurance solutions specifically designed for older people and the concept of addressing “market failure” has not only survived but indeed underpinned the philosophy of Enterprises ever since. Having broadened its product portfolio to include motor and travel insurance in addition to home insurance, the product portfolio now includes gas and electricity, funeral plans, social lotteries, personal alarms, equity release, annuities and legal services.
Enterprises runs an affinity business, putting the Age UK brand on products in practice provided by well-known third party suppliers (e.g. Ageas for general insurance and E.ON for gas and electricity) although Enterprises has worked with those suppliers to adjust the products to make them suitable for people in later life.
Enterprises’ business model has always been to “own” the customers rather than hand them off entirely to the suppliers: so Enterprises is responsible for marketing and together with its Appointed Representative network (see Trading Alliance below) arranges a significant proportion of the sale of products whilst the suppliers currently administer the products and handle claims. Given its distribution model, Enterprises is therefore authorised by the FCA to arrange the sale of general insurance products and this means ensuring that it complies with the most stringent of regulatory obligations and controls, currently administered and monitored on a regular and formal basis by the Financial Conduct Authority (FCA), and the other regulators for the products which it sells such as the Funeral Planning Authority and the Gambling
Commission.
At the heart of the FC
A’s “doctrine” lies the concept of “Treating Customers Fairly”
(TCF). A significant amount of time and effort is spent ensuring that Enterprises does exactly this. . The significant point here, however, is that the reason that Enterprises came into being in the first place was to ensure that its customers, in many cases frail, vulnerable older people, were treated fairly – and that concept remains the central philosophy of the company.
Across all of these varied commercial sectors, irrespective of whether they officially happen to be regulated, the company remains true to its vision and mission, which summarise the corporate philosophy described above as follows:
A Social Enterprise
In 2010 Enterprises became the first UK wide financial services company to be awarded the Social Enterprise Mark, for trading in a way that is beneficial to society and the environment. Enterprises is consequently part of the Social Enterprise
Coalition; an organisation that represents a wide range of social enterprises with the overarching aim of working in partnership for the creation of effective sector products, services and knowledge-sharing networks. This is to help stimulate and encourage growth, development and sustainability of social enterprises in England.
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Financial overview
Enterprises generated revenues in the last financial year of c. £50m. The surplus net profits we raise through trading are gift aided straight back to funding the vital work of the charity. This surplus provides valuable unrestricted income for Age UK at both a national and local level. In the last financial year we paid c.
£24 million to Age UK and the local Age Concerns in gift aid and commissions. We also offer a free product which has no commercial return; over 140,000 customers have taken advantage of the Age UK ‘Life book’ to date.
Unlike the significant majority of income generated by the charity from other sources,
Enterprises’ contribution is unrestricted and can, therefore, be used in any way the charity sees fit.
The companies ’ three year plan forecasts significant growth, notwithstanding the current economic downturn and likely timing of a recovery. Insurance will remain the most significant revenue generator although over the longer term reliance on insurance will reduce as other product areas grow and new products and services are introduced.
The companies have about 280 staff and operate out of premises in Central London and Ashburton, Devon. They have c.1.4m customers who buy their products through their distribution channels which include Enterprises’ Appointed Representative network (see Trading Alliance below), a small but growing Contact Centre in Devon,
Call Centres run by key suppliers and Age UK’s website.
Marketing activity will embrace new channels and, in addition, turn its attention to retention and cross/up-sell activity to complement the acquisition marketing activity on which the companies have traditionally concentrated. 2012/13 will be a year of testing a number of initiatives in this area and recent analysis has shown that what appear to be relatively modest improvements in retention rates and average customer product holdings can, over time, generate significant growth in revenue and long term value.
The Trading Alliance
Enterprises differs from most social enterprises in that, in addition to direct and online sales and marketing channels, it also benefits from a strong retail presence and nationwide footprint. The structure of the Trading Alliance is fairly complex and, therefore, worthy of a brief summary.
There are also almost 170 local Age UKs. These vital local charities work hard to offer a wide range of services to people in later life. Whether it’s getting started on the internet, keeping fit and healthy, or finding information and advice, your local Age UK should be able to help.
Just over 100 of these local Age UKs also work closely with Enterprises to promote and sell our products to their customers. These participating local Age UKs come
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together to form what is known as the Trading Alliance and its members are referred to as “TAMs”. They are all Appointed Representatives of Enterprises.
The TAMs were Enterprises’ first sales channel and the relationship between the two has grown and become more sophisticated over time as we has introduced new products and services. The TAM channel accounts for over 50% of our product sales and continues to provide valuable face to face service to customers. Research has shown that this is one of the reasons why we benefit from particularly high levels of customer retention.
The customer experience, service and care offered through the TAM channel is carefully monitored and replicated through our telephone and internet channels wherever possible.
Product suppliers
In the context of Enterprises vision and mission and the concept of “treating customers fairly” described above, it is, of course, extremely important that product suppliers are carefully selected and managed. The majority of customer queries
(including, in the case of insurance, claims enquiries) are directed to our product suppliers and it is, therefore, equally important that they share the Age UK ethos and understand and embrace the Age UK brand values. In this sense, they are like partners for Enterprises.
Enterprises current suppliers are:
General Insurance – Ageas
Energy – Eon
Funeral Plans
– Dignity
Equity release and Annuities – Just Retirement
Legal Services – Irwin Mitchell
Lottery – Starvale
Holidays
– UK Holiday Group
Age UK Personal Alarm Service
Enterprises works closely with each of its suppliers to identify where older people are being failed by providers in each respective sector and, subsequently, to develop a product offering which addresses this. Some good examples are:
Personal Alarms
–
Age UK Personal Alarms supports around 46,000 customers, offering independence at home and help should they need it.
Help is available 24 hours a day. Personal alarms are sold direct, online and through our network of Age
UK offices. We also sell business to business and have a business development team.
Home insurance
–The profile of the Age UK customer indicates a relatively low contents sum insured requirement. Our product was therefore offered on a sum insured basis allowing the customer to select the actual contents sum insured they
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need, starting from as low as £7,500. With the charity merger and our potential new customer base, we have developed a bedroom rated contents policy in order to compete for and attract a slightly more affluent customer base, whilst maintaining our competitiveness within our historic market. Following TAM feedback, this will also aid the sales process in having an superior product (bla nket sum insured £60,000) to that offered by the majority of our competitors who already offer a bedroom rated product with a blanket sum insured cover of circa £50,000.
Our product offers specialist cover for stair lifts, wheelchairs and medical equipment on loan and, in addition,
Enterprises’ insurance customers are not charged for paying in installments/by direct debit.
Travel insurance - Many older people simply cannot travel (often to fulfill lifelong ambitions) because they represent a risk which most travel insurers are not prepared to take. Enterprises’ travel insurance covers a multitude of conditions which overcomes this barrier and, in addition, has no upper age limit. (Enterprises insured
Harry Patch, the First World War veteran aged 110. This enabled him to travel to
Belgium to mark the 90 th anniversary of the end of the war.)
Energy
– Enterprises has worked with E.ON to develop a special gas and electricity tariff for older people and vastly reduced the cost for people who have pre-payment meters. In addition, Enterprise energy customers benefit from a winter fuel allowance, an energy saving “welcome pack” and also benefit from the last face to face energy service available in the “High Street”.
Enterprises constantly reviews its product supplier selection criteria and will appoint new suppliers as new products come on stream.
Strategy review
Enterprises is currently undertaking a thorough assessment of its strategy. The focus of the new strategy is to position Enterprises to become a top of mind company for older people. This strategy will entail some strengthening of existing competencies, creating some new ones and also some improvement in the current operating model. In order to deliver this strategy, we have identified a number of workstreams that we need to undertake over the next year.
These workstreams encompass 5 main areas:
 Customer Insight
– Aiming to create a competence in drawing together information on older people in order to inform our business decision making. Specific tasks include creating customer segments and understanding the lifetime value of these customers
 Proposition – To develop a set of principles, products and propositions that give our target customer segments a compelling reason to buy from us
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 Marketing - To identify the most economical ways of acquiring new customers in the medium term and develop strategies for tackling and monitoring the rising cost of acquisition in the long term
 Distribution - To optimise the current model and build a distribution model that will allow us to achieve our long term vision
 Operating Model - Creating the organisation that can optimally draw on our sources of advantage
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Job Title:
Division:
Department:
Personal Alarms Tele-Care Appointer
Personal Alarms
Personal Alarms (Tele-Sales Operations)
Name:
Reports to: National Field Operations & Development Manager
Direct Reports: N/A
Location: Ashburton, Devon
Prime purpose of the role:
Convert enquiries to qualified appointments, through in-coming enquiries and follow up outbound calls.
Achieve current personal & team inbound & outbound conversion targets.
Answer questions about the service as well as processing brochure requests, and incomplete web sales promptly and efficiently
Convert enquiries to direct sales in the form of our Self-Install option.
To arrange product/client support visits as and when required in line with company procedures.
Working hours as necessary to provide cover.
Provide all parts of the service in line with company values, procedures and ISO9001.
Key Responsibilities:
Process 100% of sales enquiries, ensuring that they are correctly processed, recognising the potential of certain calls from organisations, referring to the relevant manager when required, to help generate additional business and awareness of the Age UK Personal Alarms organisation.
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Making outbound sales calls at the agreed level, to generate qualified appointments/sales in line with monthly and annual targets.
Liaise with the Scheduling Team in order to book demonstration appointments.
Handle leads in a conscientious way taking responsibility for the way customers are handled through the Voice of Age UK programme, ensuring that all requirements to meet TSA standards are met and providing good customer service.
Discuss and overcome objections during the call process by answering all queries raised.
Establishing and thus maintaining excellent communication and working relationships between the customer, sales office, consultants, regional managers and business development managers.
To maintain an up to date knowledge of all Age UK Personal Alarm products, procedures and where applicable, technical data.
Contribute to the development of additional marketing opportunities, reporting all such opportunities to the relevant manager.
Achieve as a team all current KPI’s and SLA’s
Maintain confidentiality, security of information and premises (Data Protection Act 1984).
Health and Safety at Work responsibility.
Raise any risk issues with your line manager.
Comply with TSA, H&S and ISO9001 standards at all times
Identify where applicable BtB opportunities and highlight to the relevant manager.
Key Task:
Process enquiries received by post/e-mail/telephone/ etc. to specified procedures.
Make qualified appointments and direct sales from the conversion of incoming and outbound calls, at an agreed level.
To generate direct sales in the form of Self- Install Box-Sales.
To liaise closely with Schedulers to maximise appointment levels and selling opportunities.
To complete all tasks in line with the requirements of TSA standards and ISO9001 departmental procedures.
Recognise additional sales / lead generation opportunities ensuring prompt results are achieved.
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Contribute to the development of additional marketing opportunities, reporting all such opportunities to the relevant manager.
Provide accurate feedback on local authority alarms and all other competitors.
Provide support in any client queries as required ensuring continued good customer service.
To provide support and cover for other Personal Alarms Tele-Care Appointers as and when required.
To carry out any other tasks or specific projects as designated by the line manager.
Key Tasks-Administrative support
The tele-sales office team has the responsibility to carry out any duties as deemed necessary to further appointment/sales opportunities.
Ensure all brochures, letters, welcome packs etc. are distributed as required.
To comply with TSA & ISO9001 standards at all times.
To carry out all administration duties on a rota basis .
Performance Measures:
To convert a minimum 35% of enquiries to appointment or as directed via the business plan
To arrange the requisite number of appointments each week/month as per the current business plan.
To convert 5% of sales to self-connection.
Achieve KPI of a maximum of 4% lost calls as a team for all incoming Freephone calls.
To contact all NEW leads within 10 days of initial contact
To make best use of every lead making due effort to make contact three times before closing
To contact 80% of all call-backs within the hour.
Achieve Voice of Age UK standards through the coaching model.
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Structure Chart:
Head of Operations
|
National Field Operations & Development Manager
|
Personal Alarms Tele-care Appointer
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Selection
Criteria Essential
Education /
Qualifications
Good standard of education.
Good Computer Skills.
Experience
Specific
Skills
Confident professional, Incoming /
Outgoing telephone manner.
Experience of dealing with general public on the telephone.
Being within a Sales team working to targets as an individual or as a team member.
Be able to demonstrate Sales focused attitude.
Ability to give attention to detail.
Personal
Qualities
Ability to work as part of team.
Ability to work on own initiative.
Ability to work to targets.
Desirable
Sales Skills.
Data Entry Skills.
Typing Skills.
Understanding of medical terms
/ conditions.
Ability to multitask.
Ability to talk on different levels, i.e. to people from all walks of life.
Logical thinker, who is able to think outside the box.
Open and friendly attitude.
A focused yet relaxed manner.
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Salary
Location
£ 6,600 per annum
Age UK operates a performance related pay scheme with and annual salary review date of 1 April.
Linhay House, Linhay Business Park, Ashburton, Devon,
TQ13 7UP.
Hours of work 14 hours per week working Thursday & Friday 0900 - 1700
Pension scheme
Age UK’s Pension Plan has received the highly desirable
Pensions Quality Mark. Independently assessed, it means you can be confident that your money is being invested in a quality pension scheme.
At Age UK, one of the important things we say to people young and old is ‘save for your retirement’.
Life Assurance
Age UK operates a Group Personal Pension (GPP) and will automatically enroll all employees aged under 74 into the
Plan from the date employment commences.
You will be auto enrolled into the Plan with an initial employee contribution of 1% being deducted from your salary and Age
UK will pay 4% of salary. These contributions will increase in stages to meet the Workplace Pension Regulations minimum requirements of a combined total of 8% by 2018.
You can pay a higher contribution if you want to get a higher employer contribution - if you contribute 3% we’ll pay in 8% and if you pay in 4% or more w e’ll contribute 9%
You will receive tax relief on your contributions and providing you meet the eligibility criteria contributions will be deducted by way of salary sacrifice.
No matter whether you sign up to the Age UK Pension Plan or not, you automatically get life cover if you work for Age UK.
Life Assurance is equal to 2 x salary which increases to 4 x salary if you are a member of the Pension Scheme.
Because of the way it’s set up, any payment can usually be paid direct to your bene ficiary so it won’t form part of your
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estate for inheritance tax purposes
Annual leave 26 days plus Bank Holidays (from January to December)
BUPA Cash Plan Our cash plan means you can claim money back on a wide range of health benefits including dental, dental injury, optical, treatments such as physiotherapy, osteopathy, chiropody and acupuncture, prescriptions, consultations, and hospital stays.
You can also access an online health and wellbeing programme and an employee assistance programme which includes six face-to-face counselling sessions. You will also have access to BUPA’s Healthline which enables you to speak directly to a qualified nurse 24/7.
All employees are automatically enrolled onto the scheme which also covers up to four children. Employees have the option to upgrade to include partners at their own expense.
Annual Season
Ticket Loan
With our annual season ticket loan you can spread the cost of commuting over six or 12 months, meaning you’ll benefit from discounts that annual or six month tickets often offer without having to pay lots of money upfront.
Childcare Vouchers
Cycle to Work
This is designed for people who have to spend a lot of money on their commute, so if you’re working in and around London you’re likely to be eligible. You need to be a permanent member of staff who has completed their probation to apply.
Each month, a 6 th or a 12 th of the cost will be deducted from your salary.
If you leave before you’ve paid off the loan we’ll just deduct the outstanding amount from your final salary
Our easy to use childcare voucher scheme which offers you an easy way to pay for your childcare and also saves you money. By choosing to have part of your salary paid in childcare vouchers, you can make big tax and National
Insurance savings. The savings are also per person so you could double your money if your partner’s employer also has a scheme!
The vouchers aren’t just for babies - they can be used for the care of children up to 15 years of age (16 if they have a disability). This includes child minders, nannies, play school, crèches, after school/breakfast clubs and holiday clubs.
By allowing you to get a new bike and accessories worth
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Scheme
Other benefits
£1000 or less absolutely tax free, you can make huge savings
(and avoid your normal transport costs too!). You’ll have a number of options including extending your agreement or paying a small percentage of your bike’s market value to own it outright.
Should you leave Age UK before you’ve paid off the loan, we’ll just deduct the outstanding amount from your final salary.
Discount on Gym Membership
Perkz (online employee benefits scheme offering discount with UK retailers)
This document is neither an offer of employment nor a statement of terms and conditions.
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Equality of opportunity is an important part of Age UK’s recruitment and selection policies and procedures. All recruiting managers must ensure that they are familiar with Age UK’s Equality, Diversity and Inclusion policy, and that they have accessed appropriate guidance and training on recruitment and selection.
Age UK will strive to take all practical steps to prevent discrimination (on any basis), to identify and address inequalities affecting specific groups and to promote equality during the course of its work, providing a respectful, inclusive, positive, supportive, challenging and empowering environment for all.
Age UK will monitor the conduct of actions taken under the framework of all our policies, including recruitment, in order to identify inequalities and formulate plans to address them, ensuring fairness of treatment at work under the 2010 Equality Act and our cultural values.
If you would like to apply for this vacancy, please visit our Work for us page for an application form and further information.
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