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Maidstone, Kent
Kent Fire & Rescue Service
Kent Fire and Rescue Service (KFRS) has three exciting opportunities available for Safe and Well Call Representatives to join our team in Maidstone. We are offering 2x full-time, permanent positions and 1x full-time, fixed-term contract until 31st December 2023. In return, you will receive a competitive salary of £26,457 – £29,339 per annum.
Being a part of Kent Fire and Rescue Service
Everyone is unique. Everyone has value. Everyone helps to make Kent Fire and Rescue Service a great place to work. We are one team. Together with our customers, we are creating a safer future for Kent and Medway.
About the role:
As a Safe and Well Call Representative, you will be the first point of contact for our customers and agencies, providing outstanding customer experience from the beginning of our service. You will speak to a wide range of customers including many with complex needs and you will be required to risk assess each contact to provide relevant fire safety advice and to book Safe and Well visits within our Service timeframes.
As our Safe and Well Call Representative, you will be responsible for:
- Carrying out call handling functions including incoming and outgoing calls, speaking to members of the public, partner agencies and other departments within Kent Fire and Rescue Service (KFRS)
- Speaking to a wide range of customers including many with complex needs and liaising with agencies to ensure the appropriate service is provided to our customers
- Risk assessing each referral and taking necessary steps to book Safe and Well visits within the policy and procedures of KFRS
- Liaising with other departments within KFRS to answer customer enquiries
- Working on a varied shift pattern including evenings and Saturdays (up to 30 evenings and 12 Saturdays over the year)
What we’re looking for in ourSafe and Well Call Representative:
- Experience in receiving, screening and handling telephone calls within a call centre environment or similar
- Excellent, clear and concise communication skills, both verbal and written, and be able to take a mindful approach when speaking to customers and adapt communication accordingly
- Ability to interpret information and assess levels of risk
Ability to multi-task, plan and prioritise own workload and adapt to changing situations
Closing date: midnight on Wednesday 31st January 2024
Interviews will take place on 28th and 29th February and 1st March 2024.
If you feel have the skills and experience to become our Safe and Well Call Representative please click ‘apply’ today, we’d love to hear from you!
Inclusion is at the heart of everything we do. We know that great minds don’t think alike, so we rely on diverse thoughts, feelings, beliefs, and backgrounds to create the best working environment that we can possibly offer.
Kent Fire and Rescue Service, its employees, and volunteers are committed to safeguarding, protecting, and supporting children, young people, and adults at risk. As part of our safer recruitment process, we will undertake pre-employment checks to verify your suitability for the role. These checks will include your references and a standard or enhanced Disclosure and Barring Service (DBS) check. Enhanced DBS check with barred lists are carried out for roles with direct and unsupervised access to children, young people, and adults at risk. Risk assessments will be undertaken on any disclosures identified as part of the pre-employment checks.
As a Public Sector organisation with added responsibilities under the Equality Act, 2010 the candidate must demonstrate an understanding of what is meant by Equality, Diversity, and Inclusion and how this fits in with their everyday work.
