Chat and Connect Telephone Caller

Sight loss can have a big impact, often later in life, bringing new challenges and a lot to adjust to.
In this role, you will contact people who have engaged with RNIB, offering information, reassurance and links to relevant services. Every conversation helps people feel informed, connected and valued.
As part of a flexible telemarketing and supporter services team, you will support varied campaigns, including welcome calls, customer feedback, supporter engagement and fundraising activity. Priorities may change, and you will receive guidance and training before supporting any new activity.
This remote role offers flexibility within agreed calling windows, currently 12pm–7pm. Once live, volunteers typically contribute around 4–6 hours a week.

How you will be supported in your role
You will receive structured onboarding, training and ongoing support.

During your initial onboarding and training period, you will:
• Complete blended self-led, virtual and practical training
• Learn RNIB services, campaigns, call systems and recording requirements
• Build confidence through practice, shadowing and feedback
• Receive regular check-ins before live calling
Training time will vary depending on confidence, systems familiarity and call-type readiness.

Ongoing, you will benefit from:
• Refresher training as campaigns evolve
• Opportunities to support different call types
• Coaching, feedback and team support
• Clear guidance for new or changing campaigns
You can also connect with the wider team through MS Teams, virtual catch-ups and twice-yearly in-person events.

Reliable broadband or ethernet as calls will be made through your internet connection. You’ll need a quiet and confidential space at home when making calls, so that neither your screen nor conversations are visible / audible to others in your household. Volunteers are usually expected to use their own equipment. Accessibility support can be discussed during recruitment and onboarding where needed.

How often will I be needed?

• 6 Hours per Week

Key requirements

• You must be aged 18 or over. This opportunity requires two references. You will need to be available for training, practice and support sessions, with a commitment of 4–6 hours each week during onboarding to support your training. Onboarding is flexible and may take several weeks, or up to two to three months depending on confidence, availability and experience.

Home based

• This role is home based

Additional location information

• Homebased

Who this opportunity will suit

Minimum age

• You must be at least 18 years old to apply

What skills and experience are needed?

• You will be friendly, empathetic and non-judgemental, with strong listening skills and the ability to build rapport. Experience in customer service, supporter care, contact centres, telephone work or similar people-facing roles would be helpful. You should be comfortable following guidance, handling sensitive conversations and recording information accurately. You should be confident using basic IT systems, including MS Windows and common software, and be willing to learn RNIB systems and processes. We welcome warmth, reliability, good communication skills and a commitment to positive customer experience.