Shop Support Advisor (0565)

Oxfam is a global movement of people working together to end the injustice of poverty.

Do you have experience of team working in a fast-moving customer service environment?

Are you able to think quickly and respond effectively a wide range of questions and issues that will arise as a result of incoming telephone calls and e-mails every day?

Are you able to assimilate information from a range of sources and prioritise your work efficiently?

What you’ll be doing:

Oxfam Shop Support team helps shops find solutions to their queries through an efficient one-stop service. The team predominantly answer queries from both the public and shops, helping them maintain high levels of customer service at all times.

In addition to this, we work with colleagues and partners across Oxfam to promote the work of Oxfam’s shops, helping to increase the flow of donated goods and helping shops maximise all opportunities and income. Within Oxfam, we have approximately 600 shops which are mainly staffed by a paid shop manager and supported by over 22,000 volunteers nationwide.

The Shop Support Team handle approximately 500 phone calls, 150 emails and a small volume of letters per week.

You’ll have:

We’re looking for a candidate who cares about Oxfam’s mission to end poverty and is personally aligned to the values of empowerment, accountability and inclusion in all you do and our feminist principles.

An ideal candidate for the role will also have:

• Strong understanding and expertise in providing quality service and customer care.
• Excellent written, listening and verbal communication skills that build confidence, rapport and show tact, curtesy and understanding.
• Proven time management, organisational skills, flexibility and attention to detail in order to manage a varied workload in a fast-paced environment of changing priorities – achieving both quality and response time targets.
• Ability to work closely with others as part of a team, briefing and supporting other team members.
• Ability to interpret and use significant quantities of information.
• Strong IT/database/technology skills and ability to use initiative to learn new skills and self-teach in a rapidly changing communications environment.

Flexfam:

We believe flexible working is key to building the Oxfam of the future, so we’re open to talking through the type of flexible arrangements which might work for you in line with the needs of our team, objectives and supporters. This role will support partial home-based working. Following Government Guidance on Covid-19 we are currently fully home-based.

Our values and commitment to safeguarding

Oxfam is committed to preventing any type of unwanted behaviour at work including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct; and committed to promoting the welfare of children, young people, adults and beneficiaries with whom Oxfam GB engages. Oxfam expects all staff and volunteers to share this commitment through our code of conduct. We place a high priority on ensuring that only those who share and demonstrate our values are recruited to work for us.

The post holder will undertake the appropriate level of training and is responsible for ensuring that they understand and work within the safeguarding policies of the organisation.

All offers of employment will be subject to satisfactory references and appropriate screening checks, which can include criminal records and terrorism finance checks. Oxfam GB also participates in the Inter Agency Misconduct Disclosure Scheme. In line with this Scheme, we will request information from job applicants’ previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during employment, or incidents under investigation when the applicant left employment. By submitting an application, the job applicant confirms his/her understanding of these recruitment procedures.

We are committed to ensuring diversity and gender equality within our organisation and encourage applicants from diverse backgrounds to apply.