Customer Service Wizard

An office scene with a mans hands typing on a laptop

Do you want to help disabled people in Norfolk? Are you looking for experience in a busy office-based customer service environment? 


Equal Lives are excited to be able to offer the opportunity to work alongside our dedicated Customer Service Team in supporting them to increase the number of disabled people they can help in Norfolk. 

Our Customer Service Team are the first people our clients speak to when they access our services and have essential knowledge which helps them assess what clients will need to do next.  They also are approachable, friendly, and professional, meaning our clients get excellent customer service from their first point of contact with Equal Lives. 

Equal Lives is looking for volunteers to help us to build capacity in this service, which will allow us to help more people in Norfolk who are facing disabling barriers. 

 

ROLE OVERVIEW
• Answering phone calls and triaging clients. 
• Answering emails and triaging clients.
• Booking appointment for clients.
• Providing information and signposting to clients.
• Administrative tasks such as dealing with post and logging items on our database.
• Follow up calls with clients to see how our advice has helped them.
• Assisting Advisers and Representatives with day-to-day administrative tasks.
• Escalating issues to advisers or the team manager where appropriate. 

Measures have been put in place to ensure this role is safe during the pandemic and all volunteers will be protected by these measure whilst on site.  Please ask for further details of the steps we've taken to ensure your safety, if it is of concern.

 

FURTHER INFO

Please note that this role is office based, at our offices in Framingham Pigot, however, we are moving to Sackville Place, Magdalen Street, Norwich City Centre within the next couple of months. 

All volunteers are required to undertake our core training programme. This covers basic safeguarding and other key features such as data protection  

New volunteers will have an opportunity to ‘shadow’ experienced volunteers and members of staff. 

Depending on the candidate there may be additional opportunities to participate in a variety of accredited training courses, please ask your manager for further details.  

Volunteers are required to adhere to the organisation’s policies and practice guidelines. 

Reasonable expenses, including travel whilst undertaking this role will be reimbursed. This includes mileage (currently £0.45 p/mile) and parking costs.  

Applications must include 2 satisfactory references who have known the applicant in an educational or professional capacity.  Applicants will also be required to complete a Disclosure and Barring Service check before volunteering can commence. 

Although volunteering must be done on-site, we are flexible to how many hours you wish to volunteer for and how long, in terms of months, which you wish to volunteer with us for.