Home Worker
Contracted Hours Per Week
Careers Site Advertising End Date
31 Jan 2022

About The Role

Working in partnership with the Department for Work & Pensions

Kickstart – Customer Service Executive

Location: Remote working (home-based)

Hours: 25 hours, 24 weeks

Salary: £8.91 per hour

We help anyone, anywhere in the UK and around the world, get the support they need if crisis strikes: connecting human kindness with human crisis.
We enable vulnerable people in the UK and abroad to prepare for and withstand emergencies in their own
communities. And when the crisis is over, we help them to recover and move on with their lives.
We are part of the global Red Cross and Red Crescent humanitarian network.

Our values and principles
Our values (compassionate, courageous, inclusive and dynamic) underpin everything we do. As a member of the Red Cross and Red Crescent Movement, the British Red Cross is committed to, and bound by, its fundamental principles: humanity, impartiality, neutrality, independence, voluntary service, unity and universality.

Purpose of the role
Kickstart roles provide an opportunity to get paid work experience within the charitable sector. The training, development and experience in this role will improve your ability to apply for future entry level roles at the British Red Cross.


Main responsibilities
The placement will provide support to the Customer Service team.  Key responsibilities will include the processing of email requests for copies of first aid certificates, by creating and issuing certificates to customers. Key responsibilities will also include the issuing of credit notes and invoices. In addition, the role holder will process refund requests for customers following booking cancellations and send e-mail cancellation templates to customers following venue changes and course cancellations.  The placement will involve being an active member of the team, participating in team meetings and supporting other team members.

The young person will develop their computer skills, particularly in the use of Outlook, Microsoft Word and Excel. They will be able to practice using their skills in the reading of spreadsheets and in the collation of information to add to spreadsheets and databases.  Training will be given on these applications.  In addition, the young person will develop their communication skills using e-mail, the telephone and Microsoft TEAMs. In undertaking the responsibilities of the role, the young person will learn how to plan and organise their time, how to follow a process and how to work as part of a busy team.

Team Member
Actively participates in all team meetings
Supports other team members
Work and behaves in accordance with all BRC policies and procedures
Upholds the fundamental principles of the Red Cross and acts with integrity, in accordance with the Society’s values (inclusive, compassionate, courageous and dynamic

Training and development
British Red Cross induction and mandatory training for all employees
First Aid at Work (3 days)
Career development workshop and support with job searching and job application writing
Mentor support (1 hour per week for 24 weeks). Your mentor will help you with personal goal setting to make the most of your experience

Pre- engagement checks
Criminal Records
This role will not require a criminal records check.

At the British Red Cross, we are looking for the right people to help us provide support to millions of people affected by crisis in the UK. We want our team to reflect the diversity of the communities we serve, offering equal opportunities to everyone, regardless of; age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.
Diversity is something we celebrate and we want you to be able to bring your authentic-self to the Red Cross. We want you to feel that you are in an inclusive environment, and a great position to help us spread the power of kindness.

Please note: In order to apply for a Kickstart role, you would need to be referred by the Department for Work & Pensions (DWP) first; applications made without a DWP referral will not be considered during the shortlisting process. The British Red Cross may need to share your personal information with the Department for Work & Pensions which can include your name, referral number and offer of employment.

Person Specification

Knowledge/ Technical Skills


  • Level 2 English & Maths or working towards it

  • Working knowledge of Outlook, Word and Excel applications.  

  • Good verbal and written communication skills and good time keeping. 

  • Experience of collecting data and adding to spreadsheets would be beneficial.



  • Motivated, enthusiastic, and well organised

  • A good communicator in person, on the phone and using emails. Able to adapt your style for different people and situations



  • Ability to work as part of one Red Cross Team

  • Ability to manage own time and workload, and respond to and prioritise a range of competing demands

  • Understand and uphold Equal Opportunities, our Values and the Fundamental Principles

We guarantee an interview to disabled candidates (as defined in the 2010 Equality Act) who meet the minimum shortlisting criteria in the advertised person specification and apply under the disability confident scheme.





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