Mobility aids
£8.91 per hour
14 May 2021

About The Role


Associate Customer Service Assistant

Job Level


Job reference No.

Role review date





Mobility Aids Service (MAS)

Reports to

Hub Manager


Volunteer Coordinator/ Senior Service Assistant/ Service Assistant

Scale and scope of role

Direct reports


Indirect reports


Budgetary responsibility / accountability


Accountability for other resources


Reach and impact

The Service Assistant is responsible for operational duties within their defined geographical area. This will include dealing with customers on the telephone or face to face, booking out of MAS equipment as both hires and loans, taking payments and receiving returned MAS Equipment.



We help anyone, anywhere in the UK and around the world, get the support they need if crisis strikes: connecting human kindness with human crisis.

We enable vulnerable people in the UK and abroad to prepare for and withstand emergencies in their own

communities. And when the crisis is over, we help them to recover and move on with their lives.

We are part of the global Red Cross and Red Crescent humanitarian network.

Our values and principles

Our values (compassionate, courageous, inclusive and dynamic) underpin everything we do. As a member of the Red Cross and Red Crescent Movement, the British Red Cross is committed to, and bound by, its fundamental principles: humanity, impartiality, neutrality, independence, voluntary service, unity and universality.

Purpose of the role

The Associate Service Assistant role supports the daily operation of the administrative and customer facing duties within the MAS.

The Associate Service Assistant will ensure that the service is provided in an efficient and effective way.

Main responsibilities

Service delivery

The spokes are operated in line with national standards, policies and procedures including the customer service.

Customers have access to up to date and relevant information on how to use equipment effectively and safely.

Taking referrals

Hiring and loaning out stock

Taking payments

Arranging deliveries and collections

Receiving returned stock

Updating IT systems.

Administration/ Record keeping

The stock control system, run via the ELMS/MOOM system, is up to date and equipment entries are accurate

Storage areas are kept clean and safe and follow health and safety policies and procedures

Reports are accurate and meet the needs of senior management

Customer feedback is collected, collated and reported accurately

Team Member

Actively participates in all team meetings

Become an effective team member

Work and behaves in accordance with all BRC policies and procedures

Upholds the fundamental principles of the Red Cross and acts with integrity, in accordance with the Society’s values (inclusive, compassionate, courageous and dynamic).

Pre- engagement checks

Criminal Records

This role does not require a criminal records check

Please note: In order to apply for a Kickstart role, you would need to be referred by the Department for Work & Pensions (DWP) first; applications made without a DWP referral will not be considered during the shortlisting process. The British Red Cross may need to share your personal information with the Department for Work & Pensions which can include your name, referral number and offer of employment.


At the British Red Cross, we are looking for the right people to help us provide support to millions of people affected by crisis in the UK. We want our team to reflect the diversity of the communities we serve, offering equal opportunities to everyone, regardless of; age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.

Diversity is something we celebrate and we want you to be able to bring your authentic-self to the Red Cross. We want you to feel that you are in an inclusive environment, and a great position to help us spread the power of kindness

Person Specification

Knowledge & Skills


Able to use a computer, especially Microsoft office

Able to support people who want to access the service. Some of whom may be in distress

Good with people and a good communicator

Able to cope with a busy workload and multiple tasks

Willingness to seek advice when needed

Ability to represent the service and British Red Cross professionally

Able to respect service users confidentially



Experience of customer service

Experience of working in a busy office environment.

Record keeping on computers and paper forms


We guarantee an interview to disabled candidates (as defined in the 2010 Equality Act) who meet the minimum shortlisting criteria in the advertised person specification and apply under the disability confident scheme.


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