Contact Centre Advisor

The Role:

Join our Organisational Business Support Team as a Contact Centre Advisor. We are looking for someone who is compassionate, resilient, and confident in supporting our nonemergency Contact Centre. In this role, you will play a meaningful part in our mission to protect communities and save lives by supporting our home fire safety initiatives.

If you are ready to make a real difference, we would love to have you on the team!

About you:

As a Contact Centre Advisor, you will be the first point of contact for callers reaching our nonemergency line. You will listen carefully, understand their needs, and provide supportive, reassuring guidance using your effective communication skills.

Some of the Main Responsibilities Include:

• Conduct initial assessments for Home Fire Safety Assessments, scheduling appointments using specialised software to connect with the most suitable team.
• Handle enquiries from the public and partner agencies promptly and politely.
• Apply sophisticated listening and communication techniques to navigate a variety of calls, including those that may be emotionally charged, to achieve the best resolutions.
• Keep precise and up-to-date records of interactions, ensuring all applications are accurately maintained.
• Collaborate with partners to significantly impact Greater Manchester's residents through focused fire prevention measures.
• Offer comfort and reassurance as a trusted advisor.

If this sounds like the right fit for you, we would be delighted to hear from you!

What You Need to Join Us:

• Experience in customer service, ideally within a contact or call centre environment.
• Exceptional interpersonal, communicative, and listening abilities.
• The capacity to stay composed at busy times.
• Adaptability to evolving and complex situations.
• Strong team player, along with the capability to work autonomously.
• A consistently caring and professional demeanour.

About us:

Greater Manchester Fire and Rescue Service is one of the largest Fire and Rescue Services in the UK with over 2,000 employees and 41 fire stations. Our purpose is to ensure that we save, protect and improve the quality of life of the people in Greater Manchester.

As an employer, the Greater Manchester Combined Authority (GMCA) is made up of a number of key Greater Manchester strategic functions and service providers including; Greater Manchester Fire and Rescue Service (GMFRS); Waste and Recourses; Environment; Work and Skills; Research; Public Sector Reform; Police, Crime and Criminal Justice; Homelessness; the Greater Manchester Ageing Hub and the Commissioning Hub.

We value the diversity of our employees, and aim to recruit a workforce which reflects our diverse communities across Greater Manchester. We welcome applications from all suitably qualified individuals, irrespective of people's age, disability, trans status, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation. We have guidance in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including the consideration of reasonable adjustments for people who have a disability.

To find out more about working for us please click here: https://www.greatermanchester-ca.gov.uk/

Our offer:

In return for your hard work, we offer our employees a competitive package as part of our offer, which includes:

• Commitment to diversity and inclusivity with 4 active staff networks for; LGBT+, Black and Racially Diverse, Disability and Women’s Network.
• Hybrid Working
• Family friendly policies including parental leave (maternity, shared parental, adoption, maternity support)
• Generous Annual leave scheme - 25 days + Bank Holidays per annum upon starting, after 5 years service increase to 30 days + BH and after 10 years service increase to 32 days +BH.
• Local Government Pension Scheme
• Employer investment in training and development, and professional sponsorship including CPD
• Corporate travel loans
• Cycle scheme
• Discount scheme (MiRewards) on local and national high street brands
• Health and wellbeing offer - Occupational Health and Employee Assistance programme
• Modern city centre offices (role specific)
• Sports and welfare club