Enquiry Line Volunteer
Suitable for -
What will you do?
Answer calls and give appropriate information and signposting
Liaise with colleagues in the Hub and Session Supervisor to ensure that they know how busy the drop-in services are and can advise callers appropriately
Check voicemails and action messages
Record all enquiries on day sheet as Casebook simple query
Complete all related administration in a timely fashion
Do filing, sorting and other paperwork as required
Undertake administration for Food Bank enquiries/applications, prepare food parcels and complete administration; including seeing applicants face-to-face
Assist with organisation of resources for Food Bank storage area
Keep updated on customer service good practice and the procedure for managing informal and formal complaints
Responsible for noting complaints about service delivery in accordance with agreed policies
What’s in it for you?
Gain and build on valuable skills and experience such as communication, IT skills and working in a team
Increase your employability
Contribute to the smooth running of the advice service which makes a real difference to peoples’ lives
Work with a range of different people, independently and in a team.
And we’ll reimburse expenses too.
What do you need to have?
You don’t need specific qualifications or skills but you’ll need to:
Be friendly and approachable
Be non-judgmental and respect views, values and cultures that are different to your own
Have good IT skills
Be calm under pressure
Be willing to learn about and follow the Citizens Advice aims, principles and policies, including confidentiality and data protection
Be willing to undertake training in your role
How much time do you need to give?
We can be flexible about the time spent and how often you volunteer so come and talk to us.
Our volunteers come from a range of backgrounds and we particularly welcome applications from people with physical or mental health conditions, and people from Black Asian Minority Ethnic (BAME) communities.