Our contact centre volunteers are the friendly and passionate voices behind our National Information Line. They provide information and advice to members of the public around Cats Protection and many cat-related topics, including: adopting cats, re-homing cats, helping stray cats and cat care.
Based from their own homes, our Contact Centre volunteers are the first point of contact for incoming calls from members of the public. They play a key role in helping our feline friends lead happy and healthy lives by helping members of the public with their cat-related queries.
Answering calls to the National Information Line from members of the public
Liaising with other volunteers and staff in the team
Providing information about Cats Protection’s services
Offering guidance about cats needs where appropriate
Signposting enquiries to other teams if needed
You will develop new skills, expand your knowledge and make a significant contribution to improving the lives of cats and kittens by providing help and guidance to members of the public in relation to all things Cats Protection. You will meet new people, make new friends and be part of a dedicated team of volunteers.
Good listening and communication skills
Customer service experience
A calm and empathetic manner
Basic IT skills
Access to a computer with a good internet connection (calls would not incur any cost)Due to the nature of this role we would ask only people 18 years and over to apply.
Our Contact Centre volunteers usually spend around 3 to 6 hours per week in this home based, flexible role. Due to the National Information Line opening hours, volunteering time is during office hours, which are Monday to Friday between 9am and 5pm. We normally agree times a week in advance so we ensure we can service all incoming calls.
At Cats Protection we believe our volunteers should be happy and confident in their roles. To make sure this is the case, we provide dedicated full training over the phone with ongoing support and guidance from our team of Contact Centre Coordinators located at the National Cat Centre. We also offer varied online training and have wide-ranging policies covering all aspects of volunteering. The team have a dedicated private Facebook group for discussion and interaction with other volunteers supporting the service.
We hope the support we provide will ensure our volunteers have an enjoyable and great experience with Cats Protection.