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Contact Centre Officer

4 months ago

Manchester, United Kingdom British Red Cross Full time

Contact Centre Officer - Crisis Response

Location:
Bradbury House, Manchester M50 2GT (Hybrid role working from home and office)

Contract type:
Permanent

Hours per week: 3 x 12hour fixed shifts plus alternate Saturdays between 8pm and 8am (Shift example Wed-Fri, alternate Sat)

Annual Salary:
£26,358 (includes night allowance of £4,080 per annum)

We've got an opportunity...
Could you be there for someone who needs you?


British Red Cross has an exciting opportunity for a proactive and enthusiastic individual to join our dynamic Crisis Response Team as a Contact Centre Officer.

If you are comfortable dealing with stressful situations over the phone, able to think and make decisions on your feet or want to learn new skills and make a positive impact on communities, we want to hear from you


You will join our Crisis Response contact centre team and deliver an effective and professional call handling service on behalf of the wider Crisis Response and Community Resilience service.

As a Contact Centre Officer you will provide a single point of contact for staff, volunteers and partners, such as emergency services, across the UK in in different and unexpected scenarios.


In this exciting role you will deliver a wide range of activities within the contact centre but will predominantly be focused on handling incoming requests from our statutory partners, deploying teams across the UK and providing support to deployed teams.


Say hello to the team...


Crisis Response and Community Resilience (CRCR) service supports the public to help build resilient communities and met the needs of people in crisis following an emergency; maintaining an extensive network of external relationships across community based services, local authorities and emergency services.


To be successful in this position you must have the following skills and experience:

  • Experience of working in a call handling environment
  • Experience of maintaining effective communication in stressful situations
  • Highly motivated, enthusiastic and well organised
  • Able to adapt work schedules, plans and resources to meet changing need
  • Excellent communication skills at a variety of levels
  • Ability and willingness to work unsociable hours

We offer a wide range of staff benefits, these include:

  • 36 days holiday (including Bank Holidays)
  • Option to buy an extra 5 days annual leave
  • Up to 6% contributory pension
  • Flexible working policy
Click here for further details on our staff benefits

A little bit more about us...
The British Red Cross help anyone, anywhere in the UK; get the support they need if crisis strikes.

From hiring a wheelchair or dealing with loneliness, to adjusting to life in a new country - we're there when you need us.

Our organisation was born out of a desire to bring help without discrimination.

Impartiality and neutrality have been central values for the Red Cross since we started.


At the British Red Cross, we are looking for the best 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.

In the British Red Cross we will not tolerate any form of misconduct, including sexual harassment, exploitation and abuse.

We have a code of conduct in place, and are committed to creating a culture of integrity in the organisation where misconduct is not tolerated, situations of abuse are quickly investigated and perpetrators are dealt with effectively.


As part of its recruitment and selection process the British Red Cross undertakes DBS (Disclosure and Barring Service) checking of all individuals who regularly work with or have access to children and vulnerable adults.


If driving is an essential requirement of the role, appropriate driver checks will be completed in line with current policy.

The British Red Cross, incorporated by Royal Charter 1908, is a charity registered in England and Wales and Scotland (SC

**_Connecting human kindness with human crisis_