Customer Service Assistant

Based at:           South West Command & Development Centre, Lansdown

Contract:           Permanent

Hours:               37 hours per week

Salary:               Hay 10 (£20,092 - £21,748)

Closing date:    Noon on Wednesday 26th January 2022



Our South West Command and Development Centre (SWCDC) is a resource we share with other Fire & Rescue Services, Local Authorities, Police, Ambulance, and Level One Responders. The Centre operates simulated command exercises, and is also a resource for meetings, seminars and training activities.


We are looking for an experienced Customer Service Assistant to provide customer service and administrative support at the South West Command and Development Centre (SWCDC) to ensure it operates efficiently and effectively.


The successful candidate’s duties will include reception service, dealing with room booking requests, setting up the rooms and providing necessary equipment, materials and refreshments. You will also undertake administration tasks for the Learning & Development Unit.


To be considered as a candidate you will hold 3 GCSE passes at Grade C or above (or equivalent) including English Language. You will be computer literate with experience of word-processing, databases and spreadsheets (MS Office), and have experience of working in a customer service environment.


In return, we will offer you 24 days annual holiday (plus public holidays), enrolment into the Local Government Pension Scheme, and access to our Cycle to Work and Childcare Voucher schemes.


To see the full duties of the role and candidate criteria required please see the job description provided.


How to apply:


The job description and application is available to download on our website Once you have read the job description please complete the application form telling us how you meet the requirements of the role - tell us how your skills, qualifications and experience match those required for this role, and provide examples wherever you can. The information you give us will assist us in our shortlisting process.


Completed applications must be submitted to Human Resources, Avon Fire & Rescue Service, Police & Fire Headquarters, PO Box 37, Valley Road, Portishead, Bristol BS20 8JJ by the closing date and time. Alternatively, you can email your application to Late applications will not be accepted. 


Please quote job reference number 1327/1326 [JD number] on any communications. Thank you.

Job description








JOB TITLE:  Customer Service Assistant


UNIT:              Learning & Development                                                   

POST NO:     1327/1326

GRADE:          H10




1.       JOB PURPOSE


    1. To provide customer services and administrative support at the South West Command Development Centre (SWCDC), part of the Learning & Development Unit, to ensure it operates efficiently and effectively in meeting customer requirements.
      2.       BACKGROUND


2.1     Avon Fire & Rescue (AF&RS) serves the Unitary Authority areas of Bristol, Bath & North East Somerset, North Somerset and South Gloucestershire, with fire stations and office locations in each area.


    1. This post is within the Learning & Development department, which is part of the Risk Reduction and Learning & Development directorate.
    2. The Learning & Development department is responsible for providing professional training, learning and development programmes, including development portfolios, technical skills, workplace assessments and continuous personal development and associated records. This is primarily for AFRS working in close collaboration with internal stakeholders such as Service Delivery and Human Resources, and with external training providers such as the Severn Park Fire & Rescue Training Centre, to maximise access to quality learning and development for all AFRS staff. Severn Park also provides a range of technical and operational training to personnel from Gloucestershire and Devon & Somerset Fire and Rescue Services.


    1. The Learning & Development department includes the South West Command and Development Centre (SWCDC). This is an AFRS resource which is shared with other Fire & Rescue Services, local authorities, Police, Ambulance, level one responders and other relevant organisations or partnerships. It operates Assessment & Development Centres, simulated command development and other exercises in conjunction with external partners.  The Centre has the capability of operating as a multi agency Gold Control Centre and also has the facilities to be used for meetings, seminars and other training activities.




    1. Provide a range of administrative and customer services support to facilitate the efficient running of the Centre, including:
  • receiving/recording booking requests for the Centre


  • setting-up rooms and providing necessary equipment, materials and consumables ready for assessment, development, simulation and planning exercises, geared to the needs of particular customers
  • maintaining catering stock, liaising with Caterers, raising orders and ensuring stock rotation
    • checking and referring faults to IT and visual aid equipment to the Technical Support Officer (SWCDC)
  • producing and distributing agendas/programmes for meetings, seminars, conferences etc, liaising where appropriate with attendees to arrange/confirm dates, venues and hospitality requirements
  • liaising with key internal/external users of the Centre when required
  • collating information and providing basic statistical information and reports as required  
  • maintaining manual and computerised filing and record systems, and assisting with the development of new or improved systems to increase efficiency and effectiveness
  • checking that daily ancillary tasks are carried out, such as keeping emergency exits clear of obstruction; replenishing drinks dispensers; setting up and clearing away refreshments; moving furniture, stock and equipment;
  • liaising with other department’s staff as required to share or check information, having regard to Data Protection legal requirements
  • helping to maintain the security of the Centre, its equipment and resources.
    1. Provide a reception and telephone service for the SWCDC, receiving visitors/ clients, answering general enquiries and providing relevant information, ensuring an appropriate image is given to existing and potential customers at all times.
    2. Undertake general administrative duties as required to assist with various Learning & Development procedures. This work may include:-
  • Working with databases and spreadsheets
  • Co-ordinating schedules
  • Liaising with internal staff
  • Liaising with external providers
  • Invigilating at development activities
    1. Ensure that finished work is accurate, of the highest standard and complies with the corporate style/image and the use of plain English.
    2. Carry out any other general administrative duties as required, to help ensure the efficient and effective operation of the SWCDC and the Learning & Development department. This may include providing general administrative support to the Learning & Development Managers and their staff.
    3. Ensure you maintain an awareness of Health and Safety Regulations in relation to duties and tasks being undertaken and report any situations or incidents which could be considered hazardous.  All employees have a responsibility for their own safety and must not endanger that of colleagues/visitors in the workplace or the public.


    1. Ensure that you perform all duties in accordance with the principles and requirements of Data Protection legislation.
    2. Ensure that, both in your dealings with other employees and with members of the public, you adhere to the principles and standards outlined in the Equality and Fairness Policy.  You are responsible for making your supervisor aware of literature, language or behaviour that offends against that policy and the dignity of personnel.
    3. Carry out such other duties as may reasonably be required in relation to a post of this nature, without prejudice to the right to seek a re-evaluation of the post.
    4. This Job Description contains only the main accountabilities relating to the post and does not describe in detail all the duties required to carry them out.
  • 3 GCSE passes at Grade C or above, or equivalent, including English Language
  • experience of word-processing, preferably MS Word and the ability to produce tables, charts and graphs
  • computer literate with experience of using databases and spreadsheets and ideally of using Microsoft packages
  • experience of working in a customer service environment
  • experience of maintaining computerised/ manual record systems
  • good organising skills and able to set up and maintain new administrative systems
  • experience of collecting, interpreting and presenting basic statistical information
  • able to communicate effectively at all levels, orally and in writing
  • able to prioritise, work to deadlines and manage time effectively with minimal supervision
  • able to work under pressure, using own initiative, combined with an efficient, methodical approach
    1. Under the overall direction and management of the Learning & Development Area Manager, you will be supervised on a day to day basis by the Learning Support Manager who will allocate work and determine priorities. However, you will be expected to use your initiative in meeting customer requirements and deadlines within defined policy and procedures. Work may be generated by any of the Learning & Development Management Team (or their staff) and you will need to work closely with them on individual tasks.
    2. You will be expected to work effectively as part of a team, developing knowledge of other work areas in order to provide cover for absent colleagues or to respond to peaks in workload, as necessary to ensure continuity of service and to meet customer needs within set deadlines.




    1. In the interests of the efficiency of the organisation, you may be required to work from any base within the Service area, for which appropriate allowances will be made available.
    2. The Learning & Development department deals with highly confidential and sensitive information and it will be necessary for you and other staff in the department to act with tact and discretion at all times.

For the use of the Human Resources Unit only:


 Date approved: 


 Date effective:              

To be signed by postholder:





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