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Can you cut to the chase? Are you good at getting to the point?
Telephone Assessors are the first point of contact for clients accessing the telephone service. You will deal with a wide range of clients problems and issues and at the same time maintaining a professional manner.
They need volunteers who can prioritise and assess the level of advice and information that the clients may need. You won’t be giving ‘full advice’ but you will be carrying out short, ‘diagnostic’ interviews in order to establish the main facts about a client’s situation and help prepare information to allow one of the trained advisers to spend more time with them.
You will need to be able to gather as much detail as possible in a short period of time so it’s essential that you are able to explore the problem whilst being direct and focused in your line of questioning.
You don’t need any particular qualifications or experience to train as a Telephone Assessor, and they are proud of the fact that their volunteers come from all walks of life. All they ask is that you can:
•Be good at listening •Be able to volunteer in a team •Be able to read and write English and do basic maths •Be open minded and non judgemental •Enjoy helping people •Commit to a minimum of 8 hours per week for at least 6 months •Able to create a good first impression and demonstrate a professional telephone manner
They provide all trainee assessors with a comprehensive training programme that will provide you with the skills you need to deliver a high quality service to the clients. You will be supported by the team of supervisors, experienced volunteers and the Guidance Tutor who are all on hand to offer you the necessary support, encouragement and advice that you may need.