Contact Centre Officer – Crisis Response Covid 19 At British Red Cross

Contact Centre Officer – Crisis Response Covid 19 (x2 positions)

Contract : Casual roles running until 31st December with view to likely extend

Hours per week: Various weekend and evening shifts available – see below for detail.

Salary: pro rata per hour)

Location: Flexible – home or option to work out of most local BRC office.

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We’ve got an opportunity…

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Could you be there for someone who needs you? **
British Red Cross has an exciting opportunity for a few proactive and enthusiastic individuals to join our dynamic Crisis Response Team as a Contact Centre Officer in our temporary Covid-19 specific roles. If you are comfortable dealing with stressful situations over the phone, able to think and make decisions on your feet or want to learn new skills and make a positive impact on communities, we want to hear from you!
You will join our Crisis Response contact centre team and deliver an effective and professional call handling service on behalf of the wider Crisis Response and Community Resilience service. As a Contact Centre Officer you will provide a single point of contact for staff, volunteers and partners, such as emergency services, across the UK in in different and unexpected scenarios.
In this exciting role you wi ll deliver a wide range of activities within the contact centre but will predominantly be focused on handling incoming requests from our Covid-19 Support Line, carrying out vulnerability assessments and triaging urgent requests, deploying teams across the UK and providing support to deployed volunteers as part of the British Red Cross response.

Hours per week: Variable with Flexible shift options below:
• Weekdays: 4pm – 8pm (4hrs)
• Saturdays: 9am – 3pm (6hrs) / 2pm – 8pm (6hrs)
• Sundays: 9am – 3pm (6hrs) /12pm – 6pm (6hrs)

Say hello to the team…

The Crisis Response (CR) & Community Resilience (CR) service (CR/CR) puts communities and people affected by crisis at the centre of humanitarian action and delivers a more human-centred, collaborative emergency response which engages with and draws on the capacity of local communities and builds resilience in those affected. Responding to the needs of people in crisis following an emergency; maintaining an extensive network of external relationships across health, social care, and emergency services.

To be successful in this position you must have the following skills and experience:

• Experience of working in a call handling environment
• Ideally experience working with the public and carrying out needs assessments, with a variety of different user groups.
• Experience of maintaining effective communication in stressful situations
• Strong IT proficiency. Experience of using email, word processing and spreadsheet packages
• Highly motivated, enthusiastic and well organised
• Able to adapt work schedules, plans and resources to meet changing need
• Excellent communication skills at a variety of levels
• Ability to work online from home
• Ability and willingness to work unsociable hours

Closing date for applications is the 2nd of November, with interviews taking place week commencing the 8th of November.

Please note that early application is encouraged, as we’ll be reviewing applications throughout the advertising period and reserve the right to close the advert in advance of the advertised closing date.

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We offer a wide range of staff benefits, these include:

• 36 days holiday (including Bank Holidays)
• Option to buy an extra 5 days annual leave
• Up to 6% contributory pension
• Flexible working policy

A little bit more about us…

The British Red Cross help anyone, anywhere in the UK; get the support they need if crisis strikes. From hiring a wheelchair or dealing with loneliness, to adjusting to life in a new country – we’re there when you need us.
Our organisation was born out of a desire to bring help without discrimination.
Impartiality and neutrality have been central values for the Red Cross since we started.
At the British Red Cross, we are looking for the best people to help us provide support to millions of people affected by crisis in the UK. We want our team to reflect the diversity of the communities we serve, offering equal opportunities to everyone, regardless of; age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.
Diversity is something we celebrate and we want you to be able to bring your a uthentic-self to the Red Cross. We want you to feel that you are in an inclusive environment, and a great position to help us spread the power of kindness.
In the British Red Cross we will not tolerate any form of misconduct, including sexual harassment, exploitation and abuse. We have a code of conduct in place, and are committed to creating a culture of integrity in the organisation where misconduct is not tolerated, situations of abuse are quickly investigated and perpetrators are dealt with effectively.
If you are appointed to a role within BRC you will be subject to the organisation’s Code of Conduct, a copy of which you can find on our website.
As part of its recruitment and selection process the British Red Cross undertakes DBS (Disclosure and Barring Service) checking of all individuals who regularly work with or have access to children and vulnerable adults.
If driving is an essential requirement of the role, appropriate d river checks will be completed in line with current policy.
The British Red Cross, incorporated by Royal Charter 1908, is a charity registered in England and Wales (220949) and Scotland (SC037738).
Follow us on Twitter @RedCrossJobsUK and on Linked in – British Red Cross, to hear about our latest job vacancies.
Connecting human kindness with human crisis