Contact Centre Assistant

Temporary Vacancy – Contact Centre Assistant
Staffordshire Fire & Rescue Service - Headquarters
A temporary opportunity has arisen to join our Contact Centre, based at our Staffordshire Fire & Rescue Service Headquarters site, Stone, Staffordshire.

Salary:
Grade 4 (£25,989 - £28,142)

Hours:
Full-time - 37 hours.

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

Status:
Temporary (to be reviewed at 6 months)

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Do you want to make a difference in your community? Staffordshire Fire & Rescue Service prides itself on the high standard of service it provides and every role has an important part to play in helping keep Staffordshire safe.

Every role in Staffordshire Fire and Rescue, including those in the shared service, exists to support the overall aim of achieving a safer and more sustainable community. This can take many forms, including conducting Home Fire Risk Checks, marketing the service to the community, coordinating training, or taking calls in our contact centre.

As you can imagine, achieving our overall aim depends on a variety of people with a range of skills, backgrounds, and experiences.

For more information about Staffordshire Fire and Rescue Service please click the below link:

Careers | Staffordshire Fire and Rescue Service

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
27th of November Midday.
Interview date: W/C 1st of December.
(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
Katie Jones, Prevent Manager – Safeguarding & Partnerships –
Steph Cooper, HR –
Further details of the key tasks, responsibilities can be found within the role profile.

Closing Date
Interview date:
In addition to your salary, you will have access to a range of benefits including:

• Enhanced Annual Leave Entitlement
• Generous Pension Scheme
• Access to Gyms & Fitness Advisor
• Free Parking at Most Sites
• Enhanced Maternity Package
• Occupational Health
• Well-being Champions
• Employee Assistance Programme (EAP)
• Eye Tests
• Flexible Working Scheme
• The Firefighter Charity
• Cycle Scheme
• Blue Light Card
• Flamesavers
• Rewards for rescue
• Say So
• Development Programme
• Trade Unions
• Career Breaks
• Physiotherapy
• TRiM
• Employment Network
• Fostering Friendly

Safeguarding
Staffordshire Fire and Rescue Service's recruitment and selection procedures reflect our commitment to safeguarding and promoting the welfare of Adults, Children and Young People and all staff and volunteers are expected to share this commitment.

About Us - Disclosure And Barring Service - GOV.UK
Please note if you are successful at interview and commence pre-employment checks this will include DBS, please see what this involves and the process via the below link:

Positive Action
Staffordshire Fire and Rescue Service is fully supportive of Equality, Diversity and Inclusion and strives to employ a workforce that represents the community we serve.

Our vacancies are open to everyone and all appointments are made based on merit. We encourage and welcome applications from all underrepresented groups which include: Black, Asian, and minority ethnic backgrounds, female, people who have a disability, those who are neurodivergent and persons of the LGBTQ+ community.

We use positive action to encourage potential candidates from underrepresented groups through targeted step-In support and advice sessions. If you have the skills, experience and values, that here in Staffordshire Fire and Rescue we pride ourselves on, then we would welcome you to apply.

For more information on Positive Action please email the team on

For any Recruitment queries please email