Volunteer Support – Research

Continuing to keep our customers safe


Kent Fire and Rescue Service volunteers give their time, skills and knowledge to help create a safer future for Kent and Medway. Together we are all one team and, with our volunteers acting as our ambassadors, we’re helping to make a difference to people’s lives – whoever they are. If you enjoy contributing, being there for other people and want to be part of something that matters, consider volunteering with KFRS.  


Purpose of Role

This role involves supporting research projects undertaken by our Customer Experience and Behaviour Change team. 


Context of Role 

The valuable research undertaken by the Customer Experience and Behaviour Change team and the useful information they uncover KFRS helps us to improve what we do to keep our customers safe. The research will include in-house projects as well as those involving people from the Kent and Medway community. 


Key Activities

  • Contacting members of the public in order to carry out research or to gain customer insight. This may include approaching customers at events and via telephone, post or email
  • Helping with the administration and collection of responses to surveys
  • Collecting and organising responses from focus groups and interviews 
  • Data entry (such as entering questionnaire responses and transcribing interviews)
  • Receiving training on research methods, customer journey mapping (the experiences our customers have when they interact with us) and behaviour change interventions (activities and work we undertake to encourage the public to behave in a safer way) 
  • Additional activities may include online searching, downloading research papers and other useful information 
  • You may also attend planning meetings involving several departments to help support specific research projects


Skills and Qualities required for the role 

  • We need reliable, trustworthy people who are able to behave in a professional manner
  • Enjoy working as part of a team and follow our Volunteer code of Ethical Conduct
  • The ability and willingness to work within set processes and expectations
  • You will need to be a good communicator and enjoy engaging with members of the public, KFRS and other partner organisations
  • Have good verbal, numeracy and computer skills
  • Be passionate about promoting customer safety through the research undertaken and information gathered 
  • Have an interest in behavioural science and/or market research
  • Enjoy contributing to design and planning in relation to the work of the Customer Experience and Behaviour Change team
  • Have previous experience of qualitative and/or quantitative research (desirable)


Other opportunities

Other non-specialist opportunities to volunteer may be offered alongside this role for example:  

  • supporting Service events such as Fire Station open days when you’ll have the opportunity to engage with the public and help them to stay safe 
  • supporting KFRS and partner events including welcoming attendees 
  • casualty role playing at KFRS training exercises 

You are not however under any obligation to accept these additional roles.


Support and Training

We welcome and encourage our volunteers, so everyone feels part of the wider team. We will provide: 

  • A full induction and introduction to KFRS
  • Training to enable you to undertake this role
  • Regular feedback and support
  • A volunteer handbook to explain all of our volunteer processes


Trial Period

A trial period of three months in this role will begin on completion of training and induction.  A review meeting will take place at the end of this time to discuss suitability of the role and volunteering at KFRS or to determine an alternative option. 



KFRS and partner premises throughout Kent and Medway. Volunteers are able to undertake this role within an area near to where you live, work or study.  


Time Commitment

We ask our volunteers to commit to supporting us for a minimum of 6 - 8 hours per month, however this role is very flexible and there may be opportunities to do more where possible. 

Outside specific occasions where requests are made for support at a particular place and time (which volunteers are free to accept or decline), volunteers are largely able to decide for themselves when they would like to undertake the role providing relevant health and safety processes are adhered to. There may also be occasions where some areas of support need to be prioritised.  



You will be reimbursed for agreed travel and out of pocket expenses.