Shop Support Advisor

Oxfam, OXFORD (OXFAM HOUSE), United Kingdom

Skill Required:, Media and CommunicationPolicy/ Advocacy and Campaign
Closing Date for Applications: 
5th July, 2016


Job Description

Oxfam Shop Support Team help shops to find solutions to their queries through an efficient one-stop service. We answer queries from the public and shops, helping maintain high levels of customer service. We work with colleagues and partners across Oxfam to promote the work of our shops, increase the flow of donated goods, and to help shops maximise other opportunities to make more money. We have approximately 650 shops staffed mainly by a paid shop manager supported by 23000 volunteers nationwide.

The Shop Support Team handle approximately 650 phone calls a week, about 150 emails and a small volume of letters. We use call logging system called "Tactile" into which details of every call is recorded. From here, we are able to produce a variety reports to assist the various stakeholders in interpreting the type of calls we have been receiving.

The team of Advisors follow a strict rota for time on the phones, which enables continuous cover between 9 and 5 every week day. Time spent off of the phones is taken up with a range of other priorities including follow up responses to calls, complaints and project work.

We are looking for someone who is comfortable working in a fast paced environment dealing with a wide range of telephone queries and able to assimilate and keep up to date with information from a wide range of sources. If you think this sounds like you, please apply below.


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