Customer Services Assistant

Royal Berkshire Fire and Rescue Service; England; On-site; GBP 28,000 - 33,000; Full time

Job summary

A public service provider is seeking a Customer Services Assistant to join their Facilities team in Reading. The role involves providing excellent customer service, managing reception duties, and supporting administrative tasks. Ideal candidates will have reception and customer service experience, strong communication skills, and the ability to multitask. This position offers a salary between £28,142 - £32,061 annually, full-time hours, and great benefits including an onsite gym and flexible working options.

Benefits

Excellent annual leave allowance

Flexible working

Onsite gym

Parking facilities

Local Government Pension Scheme

Qualifications

• Experience in a busy administrative role and customer services environment.
• Strong communication skills at all levels, tactful and diplomatic.
• Ability to work independently and show initiative.

Responsibilities

• Provide reception coverage for the Facilities department.
• Handle non-emergency calls and route accordingly.
• Support general administrative tasks including invoice processing.
• Assist in producing and maintaining ID cards.

Skills

Reception experience

Customer service experience

Excellent communication

Ability to multitask

Use of MS Word, Outlook, Excel

Job description

Fixed Term (12 months approx. to cover maternity leave)

Benefits

• Salary: £28,142 - £32,061 per annum, Grade 3
• Hours: Full time 37 hours a week
• Location – Service Headquarters, Calcot, Reading
• Excellent annual leave allowance of 25 days, flexible working, onsite gym, parking facilities and a Local Government Pension Scheme are available

About the role

Are you passionate about delivering outstanding customer service in a dynamic and supportive environment? An opportunity has arisen for a Customer Services Assistant to join our Facilities team at Royal Berkshire Fire and Rescue Service (RBFRS). As the first point of contact for many visitors and callers, you will be instrumental in creating a positive experience for all our internal and external customers.

This role provides a great opportunity to work for a public service provider who engages their team within a diverse and inclusive environment. RBFRS has a reputation of excellence, and we invest in our employees’ development and wellbeing.

About you

We are seeking someone who is highly motivated, and customer focused, specifically we are looking for someone who is experienced in reception, administration or customer service roles. You will be organised and able to work independently with initiative.

Key Responsibilities and Deliverables

• Providing the Service with a reception that is covered by the Facilities department for RBFRS, delivering an efficient, friendly and customer focused service
• Responsible for answering non-emergency calls and directing them accordingly in a courteous and timely manner, ensuring that ad hoc emergency calls from the public are passed to Fire Control when necessary
• Provide general administrative support to the Facilities Department, including raising purchase orders and receipting invoices
• Assist in the production of ID cards. Includes the producing, issuing and keeping all records up to date for starters and leavers

Key role requirements (knowledge, skills and experience)

• Experience of working in a reception, busy administrative role and customer services environment
• Excellent communication skills with people at all levels, both internally and externally, always remaining tactful and diplomatic
• Ability to multitask and organise priorities
• Ability to use MS Word, Outlook and Excel
• Able to work independently and with initiative

Application and selection process

The successful candidate will demonstrate and promote behaviours in line with the Job Profile/Person Specification and our Behaviour Competency Framework as attached. The Behavioural Competency Framework allows us to easily identify the behaviours that drive successful performance and enables us to deliver an effective service. The behaviours detailed within the job profile will be assessed throughout the selection process. Appointment is conditional upon undertaking a Standard Disclosure and Barring Service (DBS) check. Rechecks will be required in line with the Disclosure and Barring Service (DBS) and Recruitment of Ex-Offenders Policy. Please note we do not accept applications via Agencies or CVs without an accompanying application form.

Closing date for applications is 23:59hrs on Thursday 27 November 2025

It is anticipated that the assessment/interview process will run weeks commencing 8 and 15 December 2025.

Anticipated start date: 19 January 2026

Please note that is your personal responsibility to check whether by applying / accepting this position it would result in any Annual Allowance implications. A breach in the Annual Allowance threshold could result in a Tax charge.

Please view our privacy notice via this link Applicant Privacy Statement

Our Commitments

Royal Berkshire Fire and Rescue Service values your individuality, your diversity and your dignity. All are welcome here. Inclusion, diversity and equality are principles which guide our decisions and will be visible throughout the Service, and we will continually work to improve in these areas.

We are committed to creating an inclusive culture of dignity and trust where everyone feels safe and comfortable to bring their whole self to work.

Simply: The communities we serve are varied and diverse, we should be too.

Applications are welcome for job-share or part time arrangements please enquire on application.

All applications are considered on merit alone. We are a Disability Confident Leader – if you meet the essential criteria of the role, you will be guaranteed an interview if you choose to opt into the Offer of an Interview Scheme (formerly known as the Guaranteed Interview Scheme).

Royal Berkshire Fire and Rescue Service is committed to safeguarding and promoting the welfare of children and vulnerable adults, and all employees must share this commitment.

Please view our Safer Recruitment Statement on application.