Substantive Vacancy – Contact Centre Assistant

Staffordshire Fire & Rescue Service - Headquarters

An exciting opportunity has arisen to join our Contact Centre, based at our Staffordshire Fire & Rescue Service Headquarters site, Stone, Staffordshire.

Salary:  Grade 3 (£19,264 - £19,650)

Hours:  37 hours per week over 5 days.

Rota based shifts between opening hours 08:00-17:00 Monday to Friday

Location: Based at SFRS Headquarters, Pirehill, Stone, Staffs, ST15 0BS

Status:  Permanent contract

About the role:

Our Contact Centre provides an efficient and effective single point of contact call-handling service, and front-of-house reception function.  The post holder will be required to manage requests and direct enquiries from visitors, partner agencies and members of the public.  They will be an integral part of the team and deliver all aspects of the role. 

Duties to include:

• To provide excellent customer service when welcoming visitors to site and managing enquiries. Present and maintain a positive impression of Staffordshire Fire & Rescue Service to both internal and external customers
• To deal effectively with a high volume of enquiries received by the Contact Centre either in person, or by telephone or email, and identify any actions arising from them, as well as making follow-up/outbound calls. Manage and direct complaints by effectively dealing with dissatisfied customers.
• Maintain accurate databases via data entry onto Service systems, in line with data protection and data security protocols.
• Liaise with our Service Delivery Groups and the Central Prevent and Protect Team (CPP), to support an end-to-end referral process.
• Provide management information and reports as required, ensuring that confidential and sensitive information is secure at all times and that performance measures are maintained.
• Provide administrative assistance utilising Microsoft Office, to manage multiple diaries and carry out general office duties.

• Liaise with internal and external partners in order to book facilities, ensuring all relevant requests appertaining to the booking are recorded via the relevant systems.
• Maintain data entry service for catering services, including management of food vouchers, cost coding for re-charging for both internal and external departments, liaison with Finance team for external invoices.
• Management of HQ mail, preparing internal mail ready for collection and distribution, and resolving any mail issues.
• Source and book the best fare for the appropriate rail journey for internal staff, and liaise with Finance regarding the correct charging.
• Fire Incident Controller for HQ fire evacuation, liaising and communicating with the Officer In Charge.
• To perform any other duties comparable to level of responsibility, as may be required.

Person Specification:

Applications are invited from candidates who can demonstrate the below criteria:

Essential

• At least two years’ experience in a customer service environment.
• At least two years’ experience of administrative systems.
• Excellent numeracy and literacy skills.
• Proven experience of inputting accurate and sensitive data, whilst communicating with customers on the telephone.
• Excellent communication, listening and interpersonal skills.
• Able to deal with challenging situations in a positive and productive manner.
• Experience of using a range of Microsoft Office packages.
• Ability to work alone efficiently using initiative, and meet required deadlines/targets.

Desirable

• NVQ Customer Service, or similar qualification

Additional Information:

This vacancy is being advertised internally and externally.

Closing date for receipt of all applications is midnight on the 4th September 2022

(SFRS On-Call personnel wishing to apply, must ensure any revision to their declaration is approved by their Station Manager prior to submitting their application.  HR will require confirmation from the Station Manager via email before considering the application.)

To apply, please click on the link to our careers site.

All communication regarding this vacancy will be issued via email, so please check your email account on a regular basis.

If you have any enquiries please contact:

Steph Cooper, HR – 07528 083155

Stephanie Cooley, Home Safety Manager – 07794 213495