Pay: £12.21 per hour
Job description:
One Community is looking for a personable, experienced individual to work as a part of our Communication Hub, processing all incoming enquiries to the charity.
The role will be 3 days per week, working 10am to 6pm with 30 minutes unpaid lunch break.
What you'll do:
Work within the Communication Hub at One Community amongst a small team of call handlers, dealing with phone calls, emails, web forms and face-to-face enquiries.
Be responsible for your own administration and record keeping, using a variety of computer applications and databases.
Provide administrative support to the Hub and Operational Leads.
What we're looking for:
Excellent communication, customer service and interpersonal skills
Organised, adaptable, and a strong team player
Proficient in the use of IT to keep accurate records
A commitment to equality and diversity in all aspects of work
What we offer:
A supportive and inclusive team environment
Regular supervision and ongoing development
A meaningful role where your contribution genuinely makes a difference
Pension scheme and work-life support services
If you’re looking for a varied, challenging, and truly rewarding role, this could be the perfect opportunity for you.
Please apply with a covering letter and your CV, detailing your suitability for the post in reference to the person specification and job description.
Send your covering letter and CV to Anne Brooks Butcher:
abrooks-butcher@1community.org.uk
Closing date: Tuesday 25th November 2025
N.B. We may close applications early depending on the number of applications received, so early submission is advised.
____________________________________________________
JOB DESCRIPTION
Job Title:
Hub Call Handler
Employer:
One Community
Accountable to:
Hub Lead
JOB PURPOSE:
To work within the Communication Hub at One Community amongst a small team of call handlers processing all the incoming contacts via phone, website, email and face to face enquiries, referrals, bookings, information/signposting and liaising with clients/staff.
KEY RESPONSIBILITIES:
1. Receive and handle communications in relation to either enquiry, referrals, bookings/coordination, information/signposting and liaising with clients/staff.
2. To be responsible for all your own administration.
3. Be professional and follow correct processes ensuring information is accurate and highlight to the Hub Lead if reviews are needed.
4. To ensure that bookings are entered correctly on the relevant database. You will be required to operate a few databases including CRM, QuickBooks, PADAM, Lamplight and Care Management platform.
5. Liaise with drivers via 2-way radio, phone and in person, to resolve any issues that arise.
6. Raise ‘on the Day’ problems that might occur with the hub or operational leads as appropriate.
7. Ensure accurate records are kept in the appropriate place as per requirements and GDPR.
8. To have regard to our client’s health and wellbeing and refer/report concerns as necessary.
9. Attend and complete all required training set by your Line or Senior Manager.
10. Support the Hub and Operational leads with administration support to complete the annual customer satisfaction audit.
11. Any other reasonable duties as requested from time to time by the CEO and or Senior Management Team.
CONDITIONS OF SERVICE:
General
To promote and have a commitment to, equality and diversity in all aspects of work.
To comply with all of One Community policies and conditions of service as laid out in the Staff Handbook
To comply with and work to all One Community procedures
To undertake such additional responsibilities as required which are commensurate with the grade and responsibilities of the post.
All employees and volunteers are expected to work as a team by actively sharing and exchanging information across the organisation, attending staff meetings when asked and working together with other staff when roles and interests overlap.
Deal with members of the public, users of the scheme and others, in an appropriate and sensitive manner and to communicate effectively with them verbally and in writing.
In all aspects of handling personal information all employees are required to work to maintain confidentiality and data protection
To participate in One Community meetings and appraisal sessions as required.
As with all staff, to have a responsibility for reporting safeguarding concerns to senior staff when appropriate.
Job Types: Part-time, Permanent
Benefits:
Company pension
Work Location: In person
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .