Contact Centre Advisor – Organisational Business Support
Job Title: Contact Centre Advisor
Salary: £24,702 - £27,334
Hours: 36.25 hours per week, Monday to Friday 9am to 5pm
Job type: Permanent
Location: GMFRS Headquarters, Swinton
Closing date: Sunday 28th April
Click here for the role profile
Your Role:
Join our dynamic Organisational Business Support Team in the role of Contact Centre Advisor. We're on the lookout for a passionate, empathetic, and strong-willed individual eager to join our dedicated, non-emergency contact team. As a key player, you will significantly impact our core mission of "protecting communities and saving lives" by supporting our home fire safety efforts.
This is your call to become a part of our team!
About You:
In the role of Contact Centre Advisor, you will serve as the initial contact for callers reaching out to our non-emergency Contact Centre. Your task is to understand their needs and provide necessary support and comfort using your adept communication skills.
Your Key Duties:
- Conduct initial assessments for Home Fire Safety Assessments, scheduling appointments using specialized software to connect with the most suitable team.
- Handle inquiries 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 resonates with you, you might be the perfect fit for our team!
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 under stress.
- Quick adaptability to evolving and complex situations.
- Teamwork skills, along with the capability to work autonomously.
- A consistently caring and professional demeanour.
- Proficiency in Microsoft Office and a sound educational background or relevant experience.
- A readiness to embrace and master new competencies.
About us:
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 Resources; 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 and non-binary identity, 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 that you can find out more about here: GMCA offer - Green book.docx /
Mandatory Information:
Employees on the redeployment register will be given priority for any vacancies in the first instance. If employees are identified as a match from the register then the vacancy may be withdrawn or put on hold pending an outcome.
For this opportunity, you must be able to prove you have the right to work in the UK - if in doubt please visit the following link Employers' right to work checklist - GOV.UK (www.gov.uk). Please note we are not a licenced sponsor.
Hybrid working
This role is part of GMCA’s hybrid working scheme. As part of our commitment to ‘Build Back Fairer’ in Greater Manchester following the Covid-19 pandemic, we have evolved our management methods by trusting and empowering staff to deliver their work in the best way that suits the business and their individual needs and supports health and wellbeing. Our hybrid working policy sets out a flexible approach, combining attendance at our [Manchester city centre office / Fire and Rescue service HQ in Swinton / other location] with remote working, typically from home; the location of work is primarily dictated by the needs of the business: ‘Do what is right for you and the business on that day’. If appointed to the role you will work with your manager to agree and regularly review the best working pattern for you, your team and your work.