Contact centre officer - Crisis response

British Red Cross
14 May 2017
13 Jun 2017
Contract Type
Full Time

Location: Salford, Manchester
4 x Nightshift positions
Contract type: Permanent
Salary: GBP 16,720 plus a 20% premium on shifts worked

About the role

The Contact centre Officer will be based in the Crisis response contact centre and will be part of a team delivering an effective and professional out of hours call handling service on behalf of the wider IL/CR service. The post holder will deliver a wide range of activities within the contact centre but will predominantly be focussed on handling incoming requests from our statutory partners, deploying teams across the UK and providing support to deployed teams. Working as part of the organisations IL/CR team, the post holder will contribute to delivering its strategy of 'Refusing to ignore people in crisis'

The contact centre will be operational between the hours of 7pm and 7am Monday - Friday and 24 hours a day during the weekend.

About the organisation
The British Red Cross helps millions of people in the UK and around the world to prepare for, respond to and recover from emergencies, disasters and conflicts.

Our volunteers and staff help people in crisis to live independently by providing support at home, mobility aids and transport. We also teach first aid skills.

We are part of the global Red Cross and Red Crescent humanitarian network. We refuse to ignore people in crisis

About the team
The Independent Living & Crisis Response service supports people in the space between hospital and home and responds to the needs of people in crisis following an emergency; maintaining an extensive network of external relationships across health, social care, and emergency services.

About the person

  • Experience of working in a call handling environment
  • Experience of maintaining effective communication in stressful situations
  • Educated to GCSE level (or equivalent by experience)
  • Experience of delivering high quality services to the public
  • Strong IT proficiency. Experience of using email, word
  • processing and spreadsheet packages
  • Knowledge of the service to be co-ordinated and / or willingness to undertake training

If you are successful in your application, you must be available for a 2 week training course commencing on the 26th June 2017

Closing date for applications is 23:59, 24th May 2017.
Interviews will take place on the 1st June 2017.

Please click here to view the full job description and person specification for this position.

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

  • 36 days holiday (including Bank Holidays)
  • Up to 6% contributory pension
  • Childcare vouchers

Should you have any questions on this role please email us at

The British Red Cross is committed to being an inclusive employer with a diverse workforce. We encourage applications from people from the widest possible diversity of backgrounds, cultures and experiences - including disabled and ethnic minority candidates. This is to contribute to the breadth of experience we need to respond to people in crisis.

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.

The British Red Cross, incorporated by Royal Charter 1908, is a charity registered in England and Wales (220949) and Scotland (SC037738).

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Refusing to ignore people in crisis