Client and Stakeholder Feedback Volunteer

This is an exciting new role, the purpose of which is to gather feedback from both clients and stakeholder to assess the broader impact of our work.  

We are looking for a volunteer to undertake follow up phone calls to clients, this might be after an intervention with them or at intervals after closure. To ensure we a complaint with GDPR, we record consent, and this is stored on our inhouse Client database CRM. 

The volunteer will be provided with a list of questions to ask to gather feedback and would be expected to detail the responses. 

This role will allow us to see the effects of the housing advice and workshop delivery received by clients and professionals and if there are any additional impacts such as increased sense of stability or more confidence in their rights. 

This role is an opportunity to make a real difference to the households we assist. You’ll be developing your own knowledge and skills to support local people with a range of housing issues. You will gain experience of volunteering within a recognised national housing charity, while supporting your local community. 

Main Tasks include 

• Make follow-up phone calls to stakeholder and clients after they have accessed our services to gather feedback from them. 
• Ask set questions when speaking with stakeholders and clients to see if and how advice has made a difference to them and record their responses. 
• Assessing and adding in quantitative and qualitative data to our client database (CRM). 
• Present the responses in an accessible format e.g. using Word or Excel. 
• Identify key findings and/or trends and discuss with relevant team member(s) 
• Provide insight into improvements for the activities involved 

Skills and experience required 

The aim of the post is to gather information and feedback regarding the service we offer and the impact this has made. Therefore, we are looking for somebody who is:  

• Comfortable interacting with stakeholders in person and over the telephone 
• Is considerate of tone and language during interactions. 
• Has good listening skills. 
• Has strong written skills and the ability to take detailed and accurate notes of the discussion whilst on the telephone or in person. 
• Has good IT skills, including experience using MS Office software such as Excel and Forms. 
• Is resilient to potentially challenging conversations, while understanding the boundaries of the role.