AGE UK SALFORD
JOB DESCRIPTION
JOB TITLE:
Cleaning and Shopping Coordinator
JOB LOCATION:
Eccles HQ and other locations throughout the
City
RESPONSIBLE TO:
Business Development Manager
RESPONSIBLE FOR:
Home Service Assistants
HOURS OF WORK:
15 /20 per week, Monday-Friday
SALARY:
£17,087 pa (pro rata)
1.
MAIN PURPOSE OF JOB:
To take responsibility for the overall co-ordination and smooth running of Age UK
Salford’s Cleaning and Shopping Service, ensuring the provision of a high standard
of administrative, financial and telephony services.
To supervise, support and motivate Cleaning and Shopping staff in order to achieve
the aims and objectives of Age UK Salford and to be part of a dynamic team
working to provide flexible, reliable and high quality home services to older people
in their own homes.
To help ensure that the Cleaning and Shopping services offered by Age UK Salford
are actively and effectively promoted across the city and to take responsibility for
local marketing of this service, ensuring the marketing plan is implemented and
monitored whilst working efficiently to ensure that this service fits in with the
strategic aims and objectives of Age UK Salford.
2.
Main Duties And Responsibilities:
2.1
To take responsibility for the general organisation of Age UK Salford's Cleaning and
Shopping Service to ensure a high standard of service provision and appropriate
prioritisation and scheduling of work.
2.2
To ensure that a high standard of customer service is provided at all times, to take
responsibility in the first instance for dealing with customer enquiries, match
customer with employee, recognise the needs of the customer and deal with
customers in particular difficulties or who may have cause for complaint.
Age UK Salford
Cleaning and Shopping Coordinator JD
June 2015
2.3
To develop and maintain effective relationships with customers, their carers and
other key individuals whilst ensuring that the service offered is sensitive and
responsive to meeting the needs of our customers.
2.4
To provide support and supervision to Home Service Staff and undertake line
management responsibility of the Home Services Assistants.
2.5
To take responsibility for others and own health and safety and to undertake risk
assessments of relevant activities and to sometimes carry out home assessments
for potential new customers in their homes in order to evaluate risk and ascertain
pricing arrangements.
2.6
To review existing practices and implement improvements to ensure effective
systems are in place, followed and regularly evaluated for all aspects of this service.
2.7
To undertake such training as necessary for the fulfilment of the role and in order to
develop an understanding of the aims and objectives of the organisation as a
whole.
2.8
To prepare monthly service reports detailing numbers of active clients, quality and
customer satisfaction.
2.9
To co-ordinate training of the Home Service Assistants in order to achieve the
service standards, aims and objectives of Age UK Salford.
2.10
To regularly monitor and evaluate the service with particular regard to customer
experience and satisfaction
2.11
To implement and keep up-to-date filing, archiving and destruction systems for this
service
2.12
To ensure compliance with all relevant service standards, policies and procedures
of Age UK Salford and to work within the ISO9001 framework.
2.13
To work within national and local Safeguarding protocol to ensure the safety of our
customers.
3.
Finance
To undertake the recording of activities, income and banking strictly adhering to
security procedures and share responsibility for the accurate reconciliation and
maintenance of financial records, ensuring Age UK Salford’s financial procedures
are followed.
3.
Marketing
4.1
To actively promote the Cleaning and Shopping Service by developing opportunities
to increase sales and raise awareness of this service
4.2
To ensure all documents and printed materials that are produced for internal and
external purposes are compliant with the Brand Guidelines
Age UK Salford
Cleaning and Shopping Coordinator JD
June 2015
4.3
To maintain Age UK Salford’s Cleaning and Shopping Customer database
5.
Additional Responsibilities
5.1.1
To demonstrate personal leadership by contributing toward continuous service
improvement, adopting a positive approach to change and willingness to seek
solutions to resolve day to day challenges of delivering effective services to older
people
5.2 To work collaboratively with other team members, external professionals and other
key stakeholders to consistently deliver positive outcomes for those who use our
services
5.3 To attend supervision, relevant training courses, meetings and conferences as
required by your line manager
5.4 To work flexibly, if necessary to meet service requirements
5.5 To support promotional events, fundraising and other income generation events as
deemed appropriate by the Chief Executive.
.
PERSON SPECIFICATION
Cleaning and Shopping Co-ordinator
The following requirements will be assessed from a combination of information provided from the
application form, panel interview process and references:
Experience and Qualifications
At least 2 years previous experience in a relevant role
Essential
X
Management, Supervisory or Team leader Experience
X
Excellent organisational skills
X
Excellent communicator both written and verbal
X
Good geographical knowledge of Salford
X
Competent use of Microsoft Office Suite, Word, Excel, Access
and Outlook computer systems
X
Desirable
X
Competent in producing databases
Proven record of punctuality and reliability
X
An ability to react quickly to changing situations and to multitask and
work flexibly
X
X
Team working skills, to be able to lead and also the ability to
work as part of a team
Age UK Salford
Cleaning and Shopping Coordinator JD
June 2015
X
Record keeping - an ability to keep accurate records
X
An understanding of the principles of Equal Opportunities
X
Knowledge of ISO 9001 Framework
Desirable Criteria
Flexible approach to working hours
X
Experience of working with older people
X
Experience of organising promotions and marketing services
X
Age UK Salford
Cleaning and Shopping Coordinator JD
June 2015