Role: the Contact Centre agent is part of a small team of four persons whose function is to answer telephone calls from the general public responding to the reuse hotline advertising. Working under the direction of the Supervisor, agents sharing the weekly work hours on a rota.

Hours: The hotline open hours are between 8.00 am and 7.00 pm Monday to Thursday, 8.00 am to 5.00 pm Friday and Saturday 9.00am to 12 noon. All agents are expected to be flexible in covering the opening hours with the team per week. The hours per week can vary between 20 and 30. Agents are based at a re-use organisation after the first two weeks induction and training with the hotline supervisor.

The contact centre is cloud based which means that the appointed agents can be set up to work from any sites (appointed by LRL) that have a broadband connection; some agents will be authorised to work from home.

Agents will be based at a re-use organisation after the first two weeks induction and training with the hotline supervisor. The contact centre is cloud based, which means can be set up to work from any sites (appointed by London Re-use Limited) that have a broadband connection; some agents will be authorised to work from home.

Duties in detail:

Answer incoming calls to the hotline and process bookings
Work to scripts for which training will be provided
Update the customer database for collections
Process credit and debit card payments for collection bookings over the phone
Deal with re-use general enquiries
Report operational issues to the Supervisor
Produce systems reports as required
Follow the instructions as directed by the hotline Supervisor
Inclusion in training and performance reviews with the Supervisor
Ensuring compliance with LRL’s policies and procedures.

Skills and Specification required:

Knowledge or experience of furniture reuse or other community sector reuse services
Experience in handling telephone calls from the public
Track record of providing good quality customer service
Experience in contact centre operations
A helpful and friendly manner
Good interpersonal skills
Organised and methodical
Maintain calmness under pressure
Proficient IT skills
A commitment to reuse and the objectives of the service

Rate of pay to the host organisation:

Successful candidates for the hotline will be appointed as employees of their host re-use project.
LRL will pay £7.50 per hour plus employer costs.

To apply:

In the first instance send you CV to the Hotline Supervisor, Gloria@homeagain.org.uk