CONTEXT The Women & Families Resource Centre (WFRC) is a registered charity based in Wolverhampton which supports, empowers and advocates for women and children. We aim to actively encourage women to be self-reliant, through empowering them to identify their own needs, make their own choices and create their own solutions. We offer a baby bank, a charity shop & various community support services to help women facing crises or challenging situations. Wolverhampton Baby Bank is a flagship project run by The Women & Families Resource Centre, a registered charity supporting families with children aged 0-3. Through donated essentials and community engagement, we provide much-needed items such as: • Essential supplies for babies and toddlers, including nappies, wipes, clothing, toys, and bedding. • Support services for new parents, including drop-in groups and befriending for pregnant women and new mothers. • Referrals and resources to connect families with additional community services. Scope and Span The Office Manager is responsible for overseeing the daily administrative operations of the Women & Families Resource Centre, serving as the primary point of contact for all phone and general inquiries while ensuring efficient, professional, and compassionate client support. The role includes managing intake processes, scheduling appointments, maintaining accurate records, coordinating internal communications, and supporting staff and volunteers to ensure smooth service delivery. The Office Manager ensures confidentiality, compliance with safeguarding and data protection policies, and the effective flow of information across the organisation to support high-quality services for women and families in the community. Volunteer Guidelines Thank you for volunteering with The Women & Families Resource Centre (WFRC). Our work supports and empowers women and families facing challenging circumstances, and your role is essential in helping us provide consistent, reliable, and respectful services. To ensure fairness, sustainability, and high-quality support for the community, all volunteers are expected to follow the structured framework and guidelines below. Minimum of 12 hours per week. Attend agreed shifts consistently and provide notice if unable to attend. Complete an induction before starting and participate in a 6-week review to confirm long-term placement and eligibility for expense reimbursement (where applicable). Carry out agreed tasks responsibly, maintaining professionalism and confidentiality at all times. Treat service users, staff, and fellow volunteers with respect and compassion. Communicate openly about availability, concerns, or if feeling overwhelmed to prevent burnout and overcommitment. Follow agreed scheduling processes to ensure continuity and consistency in service delivery. Work collaboratively as part of the team and report any safeguarding concerns immediately. Your commitment and reliability help us create a stable and supportive environment for the families we serve. Roles and Responsibilities Serve as the first point of contact for all incoming phone inquiries and visitors. Respond to client inquiries professionally and compassionately. Conduct initial intake screening and gather essential client information. Schedule appointments and manage staff calendars. Maintain accurate records of calls, referrals, and appointments. Manage email correspondence and administrative communications. Prepare, organize, and securely maintain client documentation. Maintain digital and physical filing systems in compliance with data protection policies. Support day-to-day office operations and ensure smooth administrative workflow. Track action items from meetings and follow up with relevant staff. Assist in preparing reports, summaries, and operational documentation. Coordinate communication between staff, volunteers, and external partners. Monitor office supplies and maintain administrative resources. Ensure compliance with safeguarding, confidentiality, and organizational policies. Escalate urgent, complex, or sensitive cases to appropriate personnel. Qualifications Bachelor’s degree in Business Administration, Management, Social Services, or a related field (preferred but not required). Minimum 2–3 years experience in office administration, customer service, or a similar role. Experience handling phone-based inquiries and client coordination. Experience working in a nonprofit, community service, or healthcare setting is an advantage. Knowledge of data protection and confidentiality standards is preferred. Key Skills Excellent verbal and written communication skills. Strong phone handling and client service skills. Compassionate and client-centered approach. High level of organization and attention to detail. Strong time management and multitasking abilities. Ability to work independently and take initiative. Proficiency in Microsoft Office (Word, Excel, Outlook) and basic CRM/database systems. Problem-solving and decision-making skills. Ability to maintain confidentiality and professionalism at all times. Strong coordination and follow-up skills.