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National Support Officer


Job Description

National Support Officer

Responsible To

Head of Service - Special Projects

Responsible For

The maintenance and administration of Contact the Elderly groups across England

Hours of Work

5 days per week (35 hours) This is a fixed-term contract for 16 months

Place of Work



£22,500 p.a.


Contact the Elderly’s Mission  

  • To relieve the loneliness of isolated elderly people, who live alone with little or no support from family or friends.
  • To encourage volunteers to find enjoyment and fulfilment in achieving our purpose, by providing a unique and valuable nationwide service of regular companionship for lonely elderly people.

Purpose of job:

  • To support our team of loyal and valued volunteers throughout an agreed area
  • To manage Contact the Elderly (CtE) groups across England both in established groups and new groups generated by the Development Officers (DOs)
  • To assist with the recruitment and management of  volunteers and older guests
  • To ensure CtE systems and processes are followed
  • To provide an effective administrative service working with the DOs
  • To ensure an effective flow of information within the organisation
  • To work with the team of DOs to innovate and find solutions to enable us to achieve our goals

Main duties

  • Assist with the recruitment of volunteers and guests as required to sustain and expand groups.
  • Provide regular and appropriate communication with volunteer group coordinators to support them and encourage increased self-sufficiency.
  • Administer the volunteer recruitment process e.g. application forms, references and the DBS process, and follow up as necessary, keeping the relevant DOs informed.
  • Adhere to Contact the Elderly’s volunteer recruitment procedures and ensure that paper and electronic processes and systems are followed.
  • Respond to and deal appropriately with all enquiries in an efficient and timely manner
  • Maintain accurate database records of new and existing volunteers, older guests and referrers in all areas, making annual checks of group lists with each group coordinator and remove obsolete data
  • Work with the DOs and Communications team to increase awareness of CtE via the media, exhibitions, presentations etc
  • Work with DOs to set up robust systems for communication and liaise with DOs on a regular basis
  • Communicate appropriately with individuals, including those on waiting lists
  • Attend staff/team/annual meetings and training courses as required in other parts of the Country or National Office
  • Share ‘good practice’ in working with volunteers and older guests
  • Seek feedback, stories and photos from the groups and provide photographs and quotes for newsletters and annual reports
  • Liaise with outside organisations and work collaboratively
  • Carry out other reasonable tasks given to you by your Line Manager.


Person Specification:

Job Title: National Support Officer


  • Excellent interpersonal and communication skills – written and verbal
  • Understanding of and empathy with the issues affecting older people who are isolated and lonely
  • Ability to engage with and communicate appropriately with older people and generally with people from all walks of life
  • Organised and methodical approach to work
  • Self-motivated, and able to work with minimal supervision and under pressure to meet deadlines
  • An ability to work on own initiative as well as part of a team
  • Flexible and resilient
  • Able to manage volunteers from a distance


  • Recent experience of recruiting working with, and supporting volunteers
  • Able and competent administration and communication experience
  • Computer literate to high standard including database maintenance and Microsoft Office, with knowledge of mail merging from data sources

Commitment to the following personal values and attitudes must be demonstrated:

  • Positive attitude towards all age-related issues
  • The value of the voluntary sector and volunteer activity
  • An environment promoting equality of opportunity, recognising and valuing diversity
  • Flexible interactive teamwork
  • Providing excellent customer service to volunteers, older guests, referrers etc.
  • Promoting a positive image of Contact the Elderly at all times

To apply please email a copy of your CV, with a covering letter outlining how your experience matches the role (in no more than 1500 words) to:

Closing date: 5.00pm on Monday 27th November 2017 / Interviews will be held at our National Office in London on Thursday 7th December 2017

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