2. To order meals, housekeeping goods and monitor stock levels. 3. To actively participate in group activities as required.

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1 Job Title: Based at: Senior Service Assistant North Ayrshire Reports to: Service Manager Job Purpose: To support the Service Manager in the effective delivery of community support services. Key Responsibilities 1. To work as part of a team and deliver effective services which will include: processing referrals producing volunteer rotas arranging appointments processing volunteer s expenses 2. To order meals, housekeeping goods and monitor stock levels 3. To actively participate in group activities as required. 4. To support individual service users in their chosen activity. 5. To promote independence, dignity and respect for all service users. 6. To build and maintain effective relationships with service users, local authorities, NHS trusts and other external agencies. 7. To support the recruitment, development and retention of volunteers 8. To carry out manual / general administrative duties 9. To ensure all relevant food and health and safety practices are implemented and observed to meet statutory and corporate standards. 10. To operate within the context of Royal Voluntary Service policies and procedures.

2 Knowledge, Skills and Experience Education Good level of education to GCSE or equivalent Willingness to undertake training and development Experience Previous customer service experience Knowledge and experience of general administrative processes and maintaining databases Experience of working with volunteers and/or volunteer-led support groups Supervisory experience Skills and Abilities Excellent IT skills Excellent communication skills Good customer service skills Good working knowledge of MS Office including word, Excel and Outlook /

3 Behavioural Competencies Competency Category Leading and Deciding Competency Deciding and initiating action Definition Takes responsibility for actions Takes initiative and works under own direction Supporting and Cooperating Working with People Shows empathy Listens, supports and cares for others Adapts to the team and fits in well Adhering to Principles and Values Upholds the ethics and values of the Royal Voluntary Service Demonstrates personal integrity Interacting and Presenting Analysing and Interpreting Relating and networking Easily establishes good relationships with customers and staff Relates well to people at all levels Writing and reporting Structures information to meet the needs and understanding of the intended audience Applying Expertise and Technology Uses technology to achieve work objectives Creating and Conceptualising Creating and Innovating Produces new ideas, approaches, or insights Produces a range of solutions to problems Organising and Executing Planning and Organising Plans activities well in advance and takes account of possible

4 changing circumstances Manages time effectively Monitors performance against deadlines and milestones Delivering Results and Meeting Customer Expectations Focuses on customer needs and satisfaction Monitors and maintains quality and productivity Works in a systematic, methodical and orderly way Consistently achieves project goals Following instructions and procedures Follows procedures and policies Keeps to schedules Arrives punctually for work and meetings Demonstrates commitment to the organisation Complies with legal obligations and safety requirements of the role. Adapting and Coping Adapting and Responding to Change Accepts new ideas and change initiatives Enterprising and Performing Coping with Pressures and Setbacks Achieving personal work goals and objectives Maintains a positive outlook at work Works productively in a pressurised environment Identifies own development needs and makes use of developmental or training opportunities

5 Entrepreneurial and commercial thinking Demonstrates financial awareness This information will be used as part of the shortlisting process.

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