Contact Centre Assistant in Stone

Staffordshire Fire & Rescue Service – Headquarters, Pirehill, Stone, Staffs, ST15 0BS.

Salary: Grade 4 (£25,989 - £28,142), Full‑time – 37 hours, Temporary (review at 6 months).

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 manage requests and direct enquiries from visitors, partner agencies and members of the public.

Duties to Include:

• Provide excellent customer service when welcoming visitors to site and managing enquiries.
• 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 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 secured at all times and that performance measures are maintained.
• Provide administrative assistance using Microsoft Office, to manage multiple diaries and carry out general office duties.
• Liaise with internal and external partners to book facilities, ensuring all relevant requests 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.
• Manage 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.
• Perform any other duties comparable to the level of responsibility, as may be required.

Person Specification – 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.

Person Specification – Desirable:

• NVQ Customer Service, or a similar qualification.

Additional Information:

This vacancy is being advertised internally and externally. Closing Date: 27th of November, midday. Interview Date: W/C 1st of December.

Contact:

• Katie Jones, Prevent Manager – Safeguarding & Partnerships – 01785 898701
• Steph Cooper, HR – 01785 898574

Benefits:

• 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.

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 under‑represented groups, including BAME, female, people who have a disability, those who are neuro‑divergent and members of the LGBTQ+ community.

For more information on Positive Action please contact positive.action@staffordshirefire.gov.uk.

Pre‑employment Checks:

Successful candidates will be subject to DBS checks as part of the pre‑employment process.