Safe and Well Call Representative

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.

Being a Safe and Well Call Representative

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 time frames. The post holder will be required to work full time on a varied shift pattern including evenings and Saturdays (up to 30 evenings and 12 Saturdays over the year).

What you’ll do

• Carry out call handling functions including incoming and outgoing calls, speaking to members of the public, partner agencies and other departments within KFRS.
• Speak to a wide range of customers including many with complex needs and liaise with agencies to ensure the appropriate service is provided to our customers.
• Risk assess each referral and take necessary steps to book Safe and Well visits within the policy and procedures of KFRS
• Liaise with other departments within KFRS to answer customer enquiries

What you’ll bring

• 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 to be able to 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.

Benefits

• Automatic membership of the Local Government Pension Scheme
• Blue Light Card discount scheme supported by a number of high street retailers
• A range of family friendly policies including promoting work-life balance
• Access to health and wellbeing services and advice
• Access to LinkedIn learning online training
• Free parking
• Above all you’ll become part of a service that is committed to the safety of our community

How to apply

Please complete an online application and CV by midnight on 27^th May 2025.

Interviews will take place on 17^th and 18^th June 2025.

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.