Contact Centre Volunteer - Acacia Ridge

As a Contact Centre volunteer, you will play an important role in supporting the operations of the St Vincent de Paul Society Queensland Contact Centre. The Contact Centre is often the first point of contact for people reaching out for support, and our volunteers help ensure callers are treated with dignity, kindness and respect. As little as 4 hours a week can make a meaningful difference in helping us respond to people in need and support our community.

Our Contact Centre volunteers may assist with a variety of tasks including:

• Providing a warm, respectful and supportive first point of contact for callers
• Answering inbound calls from people seeking assistance or information
• Supporting outbound follow-up calls when required
• Accurately recording call details and relevant information in our systems
• Helping callers understand the support pathways available through the Society
• Supporting administrative tasks linked to call handling and follow-up
• Escalating complex, urgent or sensitive matters to Contact Centre staff
• Maintaining confidentiality, privacy and safe work practices at all times

The volunteers we are seeking will ideally:

• Be a people person - warm, patient, encouraging and non-judgmental
• Have good communication and listening skills
• Be confident using basic computer systems, including the ability to navigate systems, enter information accurately and use email or online resources
• Be comfortable speaking with people over the phone
• Be reliable and able to commit to regular shifts based on their availability
• Be willing to work within the ethos and values of the St Vincent de Paul Society
• Be willing to consent to a Criminal History check
• Be respectful, compassionate and flexible in their approach to others and the team
• Understand the importance of privacy, confidentiality and treating people with dignity

This role would suit someone who enjoys helping others, has a calm and friendly phone manner, previous experience in a Contact Centre or customer experience environment, and would like to contribute to meaningful work that supports people experiencing hardship across Queensland.