Telephone Customer Service Assistant Volunteer Roles
KEECH HOSPICE CARE….YOU CAN MAKE A DIFFERENCE.
Our Volunteers are at the heart of the day to day running of our shops. We thank you for your time given to the charity. The shops provide much needed income to provide nursing care for our patients. Our purpose is to care for our patients and to support their families and friends. Whilst aiming to provide the most efficient and provide appropriate care, both physically and emotionally in their home or at the Hospice.
TASKS
To welcome, assist and serve our customers in a warm and friendly way providing a good standard of customer service.
To ensure Gift Aid is explained clearly and promoted to all our donors, and thanking them for their valuable contribution.
To promote public understanding of our work and the importance of raising funds, including promoting Hospice events and activities to the public.
Helping sort, steam, hang and display our donated stock and rotate the stock following the Manager’s guidelines.
Dealing with customer purchases, confidently process the cash handling and the accurate operation of the till.
SKILLS & QUALITIES
Honest, trustworthy and respectful.
Enthusiastic with a positive attitude.
Good communication and numeracy skills.
Presenting and maintaining shop displays in an attractive way to help create sales.
Reliable, committed, dependable and flexible.
Enjoy interacting with the customers and working as part of team, as well as under your own initiative.
TRAINING AVAILABLE
Ongoing support, training and development opportunities.
Specific relevant courses – Health & Safety, Fire Safety and Equality and Diversity.
BENEFITS
On site training.
Develop new skills, and meet new people.
DRESS CODE
Well presented smart/casual appearance and appropriate comfortable shoes to be worn.
Volunteer badge to be worn.
AVAILABILILTY
Time, commitment and availability can be discussed and agreed by the Shop Manager.
Where possible to be able and committed to work four hours a week i.e. 9-1pm, 1-5pm
The client requests no contact from agencies or media sales.
Actively Interviewing
This organisation is scheduling interviews as the applications come in. Don’t miss your opportunity, apply now!
Volunteer library assistants will be supported by experienced library staff and your duties will involve:
Greeting customers and talking to them about what the library and community hub has to offer.
Assisting with any enquiries both face-face and over the telephone, providing information and sign-posting them to the relevant services if required. A library manager is available at all times for advice/support.
General Library duties, such as:
- Registering new members to the library and explaining to them how to use our self-service machine to borrow & return books.
- Helping customers locate the books they require both in the library and online.
- Reserving books for customers & showing them how they can do this online.
- Showing members how to log on to our computers using their membership details and you will learn how to extend user times & reserve computers for our job club etc.
- Supporting customers with basic IT tasks, e.g. assisting with filling out forms online, setting up an email address, showing them how to conduct an internet search etc.
- Assisting with printing & photocopying services.
- Organising and tidying the book shelves in the required order (Author surname or Dewey - number order) You will be taught how to do this.
- Unpacking & sorting deliveries of new, reserved or returned books & putting them on the correct shelves.
- Displaying new books & creating displays to promote new stock and events.
- Keeping our notice boards tidy and up to date by removing any out-of-date leaflets or information.
- Keeping the library and meeting rooms tidy and presentable.
About you/Skills required:
This is a customer-facing role, you will be the first point of contact for customers, so a good level of English, effective verbal communication skills and confidence when speaking to people is essential for this position. Customer service experience would be an advantage although not essential.
- Be friendly, well mannered, approachable and helpful to anyone using the library/Community hub.
- Enjoy being around & helping people of all age groups.
- Good organisational skills. Confident with problem solving and using your initiative.
- Good literacy & numeracy skills – an understanding of how to organise things in alphabetical or numerical order.
- Good I.T skills are required for this role; you will be registering members using our Library management software and handling PC requests using our computer booking system and assisting with any IT enquiries.
- Can follow direction and are able to cope with the duties and responsibilities of this role.
- It is important that you are reliable and punctual and are able to commit to your agreed shift times. Report any absence as soon as possible to the relevant member of staff.
- Are committed to the equality & diversity of the community - be non-judgemental and welcome all who come through our doors, treating people fairly and respectfully at all times.
- Have an interest in books, reading and libraries.
- Enjoy working in a team and are willing to support other activities that may be going on in the hub led by Manchester Libraries or The Place at Platt Lane during your shift.
- The role will involve carrying and moving library stock. You will need to be physically able to move library resources.
- We ask that you commit to a minimum of 3 months to the volunteering role.
- You must be over 18, due to staff limitations unfortunately we cannot take on young people.
Benefits for you:
Our community Library would not be possible without the dedication of our volunteers, if you are interested in contributing to your local community, making a difference to people’s lives and wish to gain new skills, meet new people or improve your confidence please get in touch.
- You will receive a full induction and Library training, guidance & support from experienced staff.
- Be part of a friendly and supportive team and have fun whilst gaining experience of working with the community.
- Meet new people and get involved with the community.
- Mandatory training such as GDPR, Safeguarding and Moving and Handling.
- A reference for future employment - Subject to at least 3 months of satisfactory volunteering.
- Travel expenses – A Day Rider bus pass is provided to those using public transport or 45p per mile up to 11 miles for drivers.
(We ask that anyone applying for the position lives within a reasonable distance to due funding limitations.)
Please note: due to a high volume of applications we cannot promise to contact everyone. If you are contacted, you will be asked to complete our application form & provide character references.
The client requests no contact from agencies or media sales.
Actively Interviewing
This organisation is scheduling interviews as the applications come in. Don’t miss your opportunity, apply now!
OVERALL PURPOSE OF ROLE
MAIN ACTIVITIES AND RESPONSIBILITIES
Using the voluntary working practices, policies, procedures and values set by Alex TLC, work with paid staff to ensure the charity shop business is run accordingly.
Work to the high standards expected at all Alex TLC shop premises according to the requests of the Shop Manager.
Work as a team member, taking full responsibility for all shop duties undertaken.
Participate in all training and legislative checks required by Alex TLC, statutory and specific to role.
CUSTOMER RESPONSIBILITIES (INTERNAL & EXTERNAL)
Maintain excellent levels of customer service (remembering customer service extends to colleagues and service providers, as well as customers), going above and beyond where possible.
TECHNICAL RESPONSIBILITIES
Expert knowledge of the safe and correct use of all equipment used in the day to day running of the charity shop, for example the till, steamer, pricing equipment. Training is provided.
OTHER FEATURES OF JOB
Hours of work are according to those agreed between yourself and the Shop Manager.
Opportunity for paid employment in our charity shops.
Opportunity to attend the Alex TLC Community Weekend and meet sufferers of leukodystrophy and their families. Volunteers assist in the running of activities during the Weekend and attend the social events included.
LOCATION
South East London Alex TLC charity shop premises.
PERSON SPECIFICATION
EDUCATION, QUALIFICATIONS AND TRAINING
DESIRABLE:
· GCSE, ‘O’ Level or equivalent Mathematics and English Language
· customer service
EXPERIENCE
DESIRABLE:
· Willingness to learn about leukodystrophy and the challenges our beneficiairies face
· charity shop or other retail
WORK BASED COMPETENCIES
DESIRABLE:
· Good customer service skills
· Good telephone skills
· Good writing skill
· Good numerical ability
· Good organisational ability
· Flair for display
· Computer literacy
BEHAVIOURAL COMPETENCIES
ESSENTIAL:
· Motivated
· Honest
· Committed
· Ability to work in a team
DESIRABLE:
· Enthusiastic
· Articulate
· Calm under pressure
· Methodical
· Resourceful
· Commercial acumen