Volunteer Telephone Support Assistant - Surrey Counselling & Mediation

As a home-based Volunteer Telephone Supporter, you’ll be the calm, friendly voice at the other end of the line. You’ll help people understand our services, feel reassured, and navigate our online booking system if they need a bit of extra support. You won’t be providing counselling or acting as a full reception service. Instead, your role is about making people feel welcome, listened to, and confident about what to do next.

About the Organisation

Surrey Counselling & Mediation (formerly Relate Mid & East Surrey), has been providing counselling since 1951. We offer relationship counselling, individual counselling, young people’s counselling, mediation, and sex therapy. We also offer workshops for parents and young people. As a registered charity, our aim is not to make a profit but to ensure everyone can access high-quality counselling and mediation. The fees we charge simply help cover the cost of delivering our services, allowing us to support as many people as possible.

What you will be doing

  • Answering incoming calls from people seeking information about our services (training provided).
  • Explaining counselling and mediation options clearly and calmly (training provided).
  • Supporting callers to book, amend, or cancel appointments using our online system (training provided).
  • Passing messages or follow-up requests to staff where needed.
  • Following clear guidance on confidentiality, safeguarding, and data protection (training provided).

What's in it for you?

It’s a flexible role where you can make a real difference without it taking over your week! 

  • The chance to genuinely help people at a time when they may be feeling unsure or overwhelmed.
  • A way to give something back to your local community.
  • Experience of working within a counselling charity.
  • The opportunity to build confidence speaking with a wide range of people.
  • New skills in communication, organisation and handling sensitive conversations.
  • Training and ongoing support so you feel comfortable in the role.
  • A reference once you’ve been volunteering with us for a while.

What skills will you need?

  • A warm, calm and reassuring telephone manner.
  • Good listening skills and the ability to communicate clearly and kindly.
  • Confidence using basic online systems and email (training provided).
  • Reliability and good time management.
  • The ability to follow guidance and work within clear boundaries (training provided).
  • An understanding of confidentiality and the importance of safeguarding (training provided).
  • Patience and professionalism when speaking with people.

Previous experience in customer service or a people-facing role is helpful but not essential. Empathy, dependability and a willingness to learn are what matter most.

A DBS check will be required.

What's the time commitment and where? 

Time Commitment:

Typically 2 to 4 hours per week, with your time slot agreed in advance and arranged to fit around your other commitments so very flexible

Role Address: 

Home-based. As this is a remote role, you will need a quiet space and access to a phone.

How can I apply?

Please complete the form below and we will put you in contact with the organisation.   It’s helpful if you can tell us a little about yourself and why you’re interested in this role in the message box below. 

By completing this form you agree for us to pass on your contact details to the organisation.

 

 

Note: Everything marked with a * is a required field.