Crisis Response Contact Centre Officer

7 months ago

Salford, United Kingdom British Red Cross Full time

**Job Title: Crisis Response Contact Centre Officer 2 x Posts**

**Job Location: Home and Office based 10 - 90 % at Bradbury House, 4 Ohio Avenue, Salford, Manchester M50 2GT (discussed at interview)**

**Hours: 1 x 21hr contract (Fri-Sun, alternate Sat 1.45pm - 8.15pm) & 1 x 18hr contract (Thu, Sat-Sun, 7.45am - 2.15pm)**

**Salary: £21,155 per annum pro-rata**

**Contract Type: Permanent**

**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 dynamic individual to join our Crisis Response contact centre. If you are comfortable dealing with stressful situations, managing competing priorities whilst remaining calm and making quick decisions, we want to hear from you We are looking for people who want to learn new skills in an adaptive environment.

You will join our Crisis Response contact centre and be part of the team delivering an effective and professional call handling service on behalf of our Crises and Emergency Response teams. As a Contact Centre Officer you will provide a single point of contact for staff, volunteers and partners, including emergency services and local authorities.

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 our volunteers and staff as they respond to major incidents, fires and floods across the UK.

You will also work as part of the wider crisis response directorate to further develop the British Red Cross emergency response offer and practices.

The posts we are recruiting for will require evening and weekend work:

- Role 1: Friday, Saturday Sunday and alternate Thursdays 1.45pm to 8.15pm
- Role 2: Thursday, Saturday and Sunday 7.45am to 2.15pm

**Say hello to the team...**

The Crisis Response & Community Resilience (CR/CR) service responds to the needs of people in crisis following an emergency; maintaining an extensive network of internal and external relationships across local authorities, emergency services and community and voluntary sector organisations.

**A day in the life of a Crisis Response Contact Centre Officer**:

- Supporting the delivery of our crisis response work across the UK by liaising with partners, mobilising with volunteers and communicating with key staff.
- Work as an effective problem solver and thinking innovatively whilst ensuring any issues are dealt with in a professional manner and all processes are properly adhered to.
- Work collaboratively with the wider CR/CR team to ensure business needs are met whilst ensuring effective communication and an optimal working environment for staff, volunteers and Red Cross partners.
- Work within a contact centre environment and support the achievement of key performance indicators; specifically, that all calls are answered within the target time range.
- Ensure deployed teams remain safeguarded and supported during their work.
- Ensure partners receive a quick and efficient response to their enquiry whilst working in a fast-paced changing environment.
- Ensure the needs of people in crisis remain the focus of our response.

**To be a successful Crisis Response Contact Centre Officer, you’ll need**:

- Knowledge of the Civil Contingencies Act and the role of the voluntary sector.
- Strong IT proficiency.
- Solutions focused with an ability to think ahead to next steps and include others in decision making where appropriate.
- Excellent communication skills at a variety of levels.
- Knowledge of the service to be co-ordinated and/ or willingness to undertake training.
- Knowledge of Health and Safety practices for the service and/ or willingness to undertake training.
- Self-motivated and able to operate with mínimal supervision.
- Experience of working in a call handling environment.
- Experience of maintaining effective communication in stressful situations.
- Experience of delivering high quality services to the public.
- Experience of dealing with complex situations and tasks.

**In return for your commitment and expertise, you’ll get**:

- **Holidays**:36 days annual leave (including bank holidays) + option to buy 5 extra days.
- **Pension scheme**:Up to 6% contributory pension.
- **Flexible working**:We do our best to accommodate your preferred work style.
- **Learning & Development**:Wide range of career opportunities + comprehensive learning.
- **Discounts**:Access to Blue Light Discount Card and employee benefits platform.
- **Wellbeing Assistance**:Access to mental health and wellbeing assistance.
- **Team Working**:Champion our mission in a collaborative team.
- **Cycle2Work**:Lease a bicycle through the scheme**.**:

- **Season ticket loan**:Interest-free loan for commuting expenses.
- At The British Red Cross, we pride ourselves on our diverse workforce, and ensuring we have an inclusive environment for all

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