Role Description – Business Support Volunteer (Second line)
WEST LONDON BUSINESS SUPPORT HELPLINE
Objective
To act as a bridge between the Information & Research Volunteer team and the Front Line support volunteers.
Specific Tasks
1. Working from a spreadsheet, the 2nd line support volunteer will be required to email contacts with the information discussed by the Business Support Volunteer team (BSV) in the following instances using the templates provided:
a. No answer; voicemail left
b. Contact made; no support required
c. Contact made; information signposted
d. Contact made; further research required
e. Contact made; ‘expert’ (third party) advice requested
2. The second line support volunteers will be provided with login details for outlook to send emails from BusinessSupportHelpline@westlondon.com . Templates are provided for all instances for the volunteer to amend where necessary.
Limits of responsibility
1. The second line support volunteer is not required to research / initiate new advice to businesses. Nor are they expected to make outbound calls.
2. The second line support volunteer is not required to pass out their personal information to businesses. (Emails are signed off with the volunteers first name only for internal tracking purposes.)
Specific Requirements
The second line support volunteer will need a working space in their home, a laptop/desktop computer, familiarity with spreadsheets, to feel reasonably confident with IT, and have an internet connection.
Key skills
Confident navigating simple spreadsheets, our knowledgebase website (https://coronavirus.westlondon.com) and writing e-mails accurately with accurate written English.
Apply by email to sarah.spateri@westlondon.com including the following background information only (no CVs please):
Name:
Telephone:
Email:
Job Title in the last 5 years:
Responsibilities last 5 years:
Specific Skill/s:
