Business Administrator Apprenticeship


To provide a welcoming customer reception service and administrative support across the organisation, ensuring professional customer service as a first point of contact and deal with appointment making and enquiries in an effective and efficient manner.

Age Concern Tyneside South

South Shields , NE332QU


Per Week

35.00 Hours

Per Week

Role and Responsibilities

  • Offer a high quality customer focused service by welcoming customers and other visitors in person and on the telephone
  • Covering general duties in reception area including answer the telephone, deal with enquiries, transfer calls and pass on messages to other ACTS staff and volunteers as well as signpost to other organisations, in an efficient, effective and professional manner; following the process to ensure all correct and required data is communicated
  • 3. Carry out initial assessment to identify needs

    4. Log enquiries onto Management Information System and direct to most relevant person or service

    5. Update customer records and contribute to the data collection needs of the organisation, including gathering and scanning of documents

  • Complete customer case reviews ensuring they are completed at agreed times; check support and interventions have been provided and action follow-on referrals as a result of the review
  • Deal with and respond to referrals promptly through a co-ordinated appointment-based system.
  • Take bookings and receive payments on behalf of the organisation in accordance with ACTS Cash Handing policy & procedure. Manage donations, issue receipts, bus/raffle tickets, etc. accordingly and correctly
  • Ensure communal areas are kept to a high standard and the reception area is well stocked with leaflets and other materials; making up of information packs and maintaining activities resource file & notice boards
  • Assist with the purchasing and control of domestic matters, stationery, and office equipment as requested by Senior Management
  • Provide general administration support across the organisation such as letter writing, mass mail-outs etc.
  • Deal with ACTS out-going postal system, including franking, recording, daily post run, maintaining franking machine etc.
  • Ensure knowledge of staff movements in and out of the organisation
  • Work alongside, support and train volunteers and new members of staff within the organisation
  • Log and maintain comments, complaints and compliments
  • Issue letters of acknowledgement for donations received on behalf of organisation
  • Identify customer enquiry trends and issues
  • 18. Contribute to the reporting needs of organisation by gathering and sharing data for monthly reports to senior management

    General Responsibilities:

    · To work flexibly, maintaining and enhancing good working relationships with other staff, both within the organisation and other external organisations/agencies

    · To attend internal and external meetings as required

    · To maintain appropriate confidentiality at all times

    · To adhere to the standards and conduct required by Age Concern Tyneside South

    · To adhere to Age Concern Tyneside South’s policies and procedures framework

    · To undergo mandatory training as directed by the organisation and other relevant training, identified through personal development reviews or supervision, in order to perform duties competently

    · To actively participate in supervision and personal development reviews on a regular basis

    · To be flexible with duties undertaken and be prepared to undertake other duties that are reasonably within your skills and knowledge, but may be outside of the normal sphere of your activity, as required

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    Required Skills

    • Ability to prioritise, organise and co-ordinate work within a busy environment
    • Ability to work on own initiative and as part of a team
    • Effective communication skills with the ability to engage with a broad range of target audiences
    • Good administrative skills and attention to detail
    • Able to meet and greet visitors in a welcoming manner
    • Able to take instruction
    • Good ICT skills

    Required Qualifications

    Maths, English and ICT, GCSE Grade 4-9 or equivalent


    Business Administration level 3

    · Maths and English to Level 2 required, if not already achieved

    · Ongoing assessment by the employer and provider – for example meetings with apprentice, employer and learning provider, observations of workplace, gathering evidence

    · Knowledge, Skills and Behaviour in relation to: customer service principles and practices, planning, regulation, responsibility and IT, business principles, customer communication and health and safety.

    Undertake a self-assessment in the last month of their apprenticeship to enable them to see whether they are confident that they have taken on board all aspects of the occupation. This self-assessment must be submitted to the independent end point assessor as a source of evidence to prepare for independent End Point Assessment which will include multiple choice assessment; showcase portfolio of learning and interview; presentation of a project


    To gain employment with ACTS