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Call Centre Volunteer

This role is now closed. 

About Crisis at Christmas  

Christmas can be very challenging, but particularly for people who do not have a place that they can call home. We mobilise a huge volunteer effort to bring warmth, companionship, and vital services to people at one of the hardest times of the year. We help people take their first steps out of homelessness, offering Crisis’ year-round support and training to help them leave homelessness behind for good. 

About the role 

  • As a Call Centre Volunteer, you will make a vital and important contribution to the smooth running of Crisis at Christmas. You will be part of a team of volunteers who will be available to answer calls from clients who are a facing a housing or homelessness problem 
  • You will also help with the administrative tasks associated with booking telephone advice appointments. 
  • An important part of your role will be listening to and chatting with guests, supporting them to have the best Christmas possible. The calls may be in relation to several wide-ranging concerns or issues. Many of our guests do not have English as a first language and others may be upset or angry when they call. We are looking for volunteers who can show empathy and patience when taking these calls. You will need to be able to communicate and collaborate effectively with fellow volunteers and guests, in a calm, responsive and respectful manner.   
  • Online training will be provided for this role 

Skills and experience we are looking for  

  • This role would be suitable for Guest Welfare Volunteers, Senior and Key Volunteers or those with some experience working in the sector who are looking for a socially distanced role 
  • A second language in addition to English would be hugely beneficial for the whole service! 
  • We’re looking for people who can empathise with people experiencing homelessness and provide non-judgemental support. 
  • You’ll need to be able to remain calm and professional under pressure. 
  • You’ll need to be comfortable using a computer including accessing programmes like MS Teams and our web-based call centre systems. 
     

Additional Info 

All Crisis at Christmas Volunteers are asked to:  

  • Comply with Crisis policies including health and safety, data protection and Volunteer code of conduct at all times  
  • Maintain the privacy and confidentiality of all accessible information about guests, members and the organisation  
  • Be positive, productive and have the passion to help end homelessness   
  • We strive to ensure that our services are welcoming, remain relevant and are fully accessible to everyone that we help and support. We are particularly welcoming of volunteers from diverse and other marginalised communities, as this helps us ensure the best experience for those that we are here to help. People who have lived experience of homelessness are also particularly welcome to apply
  • This role requires a Basic DBS check. If you hold a DBS certificate issued for Crisis in 2020, this will still be valid for your volunteering this year.