Volunteer & Information Officer

Salary: £23,648 (£25,863 fte)

Tenure:
Permanent

Location:

V21 Sbectrwm, Bwlch Rd, Fairwater, Cardiff

Hours:

Part‑time, 32 hours per week

Start Date:

ASAP

Annual Leave: 35 days including bank holidays pro‑rated to hours worked.

Age Connects Cardiff & the Vale is looking for a Volunteer and Information Officer to support a small collaborative team of three whilst leading, developing and empowering a team of office‑based volunteers who deliver the day‑to‑day administration, call handling and signposting for our core and community services.

We are looking for an individual with experience of recruiting, inducting, training and supervising office volunteers. You will also need experience of Rota management as well as using databases and software to a high standard.

If you are approachable and a good team player with the understanding of the needs of older people, awareness of safeguarding and an understanding of the role volunteers play in delivering community services we would love to hear from you.

This role sits within the Community Support Project, a small and collaborative team of three: the Volunteer & Information Officer will lead the office‑based volunteer team, the Project Coordinator, who manages long‑term client‑volunteer relationships; and the Volunteer Recruitment & Development Officer, who recruits and prepares volunteers for the service. You will also be responsible for dealing with enquiries, both internally and externally.

The Volunteer & Information Officer will lead, develop and empower a team of office‑based volunteers who deliver day‑to‑day administration, call handling and signposting for our core services, including the Community Support Service, Nail Cutting Service and Good Neighbours Scheme. You will also work closely with colleagues across the wider charity to ensure enquiries are handled consistently and that volunteers are confident supporting a range of services.

As the organisation evolves, this role will increasingly act as a key first point of contact for the wider charity, ensuring that every caller receives a safe, high‑quality and compassionate response. You will adapt processes, volunteer training and front‑of‑house systems to meet changing Client needs, organisational priorities and service developments.

You will have the autonomy to refine systems, strengthen volunteer capability, and shape how the front‑of‑house function operates as services develop, change or shift over time.

This job description outlines the key performance indicators of, and output required from the Volunteer Information Officer. It is not a definitive list and the role may well change and evolve over time.

• Recruit, induct, train and supervise a minimum of four office volunteers (one per day), with the ambition to increase this number where appropriate.
• Build volunteer confidence in using digital tools including Volunteero, Jane App, email and multiple databases.
• Develop clear volunteer guidance, training materials and refresher sessions.
• Create and manage volunteer rotas to ensure consistent daily office coverage.
• Provide ongoing coaching, support and performance monitoring.
• Delegate at least 50% of routine administrative and call‑handling tasks to volunteers, enabling them to grow in confidence and capability.
• Address underperformance or skill gaps promptly and constructively.
• Shape and evolve the volunteer role based on service needs, volunteer strengths and client demand.

• Act as the primary contact for enquiries across Community Support, Nail Cutting and Good Neighbours, with the expectation that the range of services may change over time.
• Ensure volunteers respond promptly, sensitively and accurately to enquiries across all relevant services.
• Triage calls, gather essential information and signpost appropriately.
• Personally handle complex, sensitive or high‑risk issues.
• Identify emerging themes in client need or service pressure and adapt processes or volunteer training accordingly.

• Support coordination and administration across…