Availability Details
Customer services take calls between 8.30am and 4.30pm on Monday to Thursdays, and 8.30am -4.00pm Fridays. Hours are flexible within those days. We hope that volunteers will be able to commit a regular number of hours each week for a minimum period of six months after joining the project to enable you to gain the most from your training and experience and to provide continuity for our customers and the team.
Venue Address
341 - 343 High Street
Gateshead
NE8 1EQ
United Kingdom
54.963329129143, -1.6007535528704
Areas covered
This volunteer role involves responding to incoming telephone enquiries to the organisation, logging calls on our internet based record system (Charitylog), or passing messages on to the correct person, thereby helping us to improve our efficiency. A key part of the role is to provide low level information, advice and 'signposting' support to older people and their families living in the Gateshead borough.
Our objective is to provide an effective and welcoming telephone answering response to our clients, customers and other callers and providing excellent customer service in a friendly and supportive manner. The role involves;
- answering incoming calls across the organisation,
- deciding who the calls are for and what action is needed,
- where possible, using Charitylog to record enquiries,
- take basic details and messages and set follow up actions where appropriate,
- providing basic signposting or information and advice queries
- requesting specific adviser call-backs for more complex enquires
Your role will also require you to:
- deal with incoming calls
- liaise closely with the Information and Advice Manager or other advisers and work as part of a team with other Age UK staff
- seek advice, guidance and support as required
- work within Quality Mark Frameworks such as ISO9001 or Advice Quality Standards
- participate in training sessions and meetings as necessary
- develop a working knowledge of the information and office systems
- adhere to Age UK policies and standards, in particular on confidentiality, equality policies and health and safety
- contribute to other general office based tasks when necessary
Skills needed
The skills required for this role are:
A clear and confident telephone manner, good verbal and written communication skills, a sound understanding of both spoken and written English, quick and accurate keyboard skills, an ability to demonstrate patience and sensitivity, an ability to respond appropriately to different and sometimes difficult situations, a positive, enthusiastic and customer focused attitude, ability to work on own initiative with minimal supervision and as part of a team when necessary, commitment to improving the quality of life of older people, understanding of the need for confidentiality, awareness of own limitations and boundaries within the service.
A clear and confident telephone manner, good verbal and written communication skills, a sound understanding of both spoken and written English, quick and accurate keyboard skills, an ability to demonstrate patience and sensitivity, an ability to respond appropriately to different and sometimes difficult situations, a positive, enthusiastic and customer focused attitude, ability to work on own initiative with minimal supervision and as part of a team when necessary, commitment to improving the quality of life of older people, understanding of the need for confidentiality, awareness of own limitations and boundaries within the service.
