Home Safety Assistant

Are you passionate about helping vulnerable people stay safe in their homes? We are looking for a compassionate, organised and resilient Home Safety Assistant to join our busy Home Safety Team at our Service Headquarters in Exeter. At Devon and Somerset Fire and Rescue Service, our vision is to end preventable fire and rescue emergencies and create safer communities. This role offers the opportunity to make a real difference supporting some of the most vulnerable people across Devon and Somerset. About the role: As the first point of contact for members of the public, partner agencies and colleagues, you will provide home safety advice, assess referrals and coordinate Home Safety Visits for those most at risk. You'll manage and prioritise the diaries of more than 30 Home Safety Technicians, ensuring visits, replacement alarm requests and other safety interventions are scheduled effectively. Working in a fast paced environment, you'll handle sensitive and sometimes distressing conversations with vulnerable individuals, using sound judgement to identify risk and ensure the right support is provided.,

• Act as the first point of contact for Home Safety Visit referrals from the public and partner agencies.
• Assess eligibility for Home Safety Visits and provide advice, information and signposting where appropriate.
• Manage and prioritise technician schedules and respond to changing operational demands.
• Communicate professionally and empathetically with vulnerable individuals and their families.
• Monitor and action requests received through shared inboxes and internal systems.
• Maintain accurate records in line with GDPR requirements.
• Use professional judgement to identify safeguarding concerns and escalate issues when necessary.
• Liaise with internal departments and external partners to support community safety outcomes.
  
  We're seeking someone who is calm under pressure, highly organised and committed to providing excellent customer service. You will also have:
• A good academic background
• Experience using office systems and administration processes.
• Strong listening, communication and questioning skills.
• The ability to work independently and collaboratively within a busy team.
• A flexible and proactive approach to work.
• A commitment to continuous improvement
• The ability to manage competing priorities and frequent interruptions.
• A willingness to undergo DBS and vetting checks as required., 1. Ability to interpret and appropriately act on guidance / procedures.
2. Excellent telephone manner; ability to create rapport with client / situation and to determine appropriate need exercising appropriate levels of empathy / patience when dealing with vulnerable callers. 3. Two years' experience of dealing with members of the public both face to face and on the telephone; ideally experience in dealing with vulnerable groups. 4. Experience of handling conflict/hostile situations with customers. 5. Ability to work effectively and efficiently on own initiative as well as a member of a busy team, taking responsibility for personal performance and responding to feedback. 6. Ability to work under conditions where you are interrupted on a regular basis.

In addition to a rewarding role that helps keep communities safe, you'll benefit from:
• Flexible working arrangements
• Local Government Pension Scheme
• Generous annual leave entitlement
• Family-Friendly policies
• Free gym access and fitness support
• Learning and development opportunties
• Blue light membership and associated discounts
• Mental health and wellbeing support.
• Access to the Firefighters Charity
• Cycle to Work Scheme