Contact Handler

Force Headquarters
Call Centre (Contact Management)
B - Contact Management Dept.

£20115 - £22275

Full Time
Shift Work, Weekend Working
Leicestershire Police is committed to the principles of Equality, Fairness and Diversity, and we welcome applications from all sections of the community in our efforts to recruit a diverse and flexible workforce that reflects the region we serve.

• Salary: £20,115 - £22,275 per annum plus allowances for shift working
• Working a 24 hours rotating shift pattern, available to work 365 days a year (including evening, night and weekend shifts)
• Full time, permanent positions available

The role involves acting as the initial investigating officer for reports of incidents taken over the telephone, for example, missing people, road traffic collisions, concerns for welfare, crimes in action providing an appropriate level of guidance and advice in the effective application of the internal, national and local frameworks. Successful applicants will effectively manage operational policing incidents ensuring that adequate resources and responses are allocated to incidents in order to maximise customer satisfaction and build confidence in a high quality policing service.

You will ensure that all 999 emergency calls are answered promptly within the departmental and national targets, and managed in line with the decision making model. The role will involve recording incidents in accordance with national and local guidance, and standards on the management of police information. You will be investigating and resolving enquiries, demonstrating ownership of each call handled by questioning and understanding individual circumstances and gathering sufficient details to risk assess by utilising the National Decision Making Model to progress incidents via the creation of an incident, grading for emergency, priority, negotiated or non-deployment. You will answer 101 non-emergency calls from both internal and external sources promptly and professionally in line with departmental and national targets by liaising with other members of the force to direct telephone calls to the right destinations.

Our ideal candidate:

• To be qualified to GCSE Grade C or equivalent in English Language or have 12 months’ work experience requiring the use of English Language to that standard.
• Experience of dealing with conflict or difficult situations in the workplace, where communicating concisely and in an accurate manner are required
• Have excellent communication skills – more specifically via telephone and radio systems
• Experience of customer service
• Strong IT skills and competent with computer applications including Microsoft Office packages with a high level of accuracy and excellent keyboard skills requiring a level equivalent to 25 words per minute
• Able to demonstrate within a working environment, experience where it has been necessary to receive information, identify the salient points, draw conclusions and initiate appropriate action
• Excellent geographical knowledge
• Applicants must meet the required standard of hearing and eyesight

Desirable skills and experience:

• Possess a recognised level 3 qualification in customer service or other related topic
• Ability to demonstrate experience of dealing with a wide cross section of the public
• Previous experience of working in a similar environment that provides a service to customers in emergency situations
• Having knowledge of legislation in relation to crime and traffic issues
• Knowledge of Police IT systems in particular the Command & Control and crime and intelligence systems
• Knowledge of Management of Police Information (MOPI), and legislation relating to Data Protection and the Freedom of Information

Training details:

You will be required to attend various phases of a training programme. The training programme falls into two parts, Phase 1 and Phase 2. You will be required to work full time for the duration of the training programme.

During Phase 1 your hours of duty will be 08.30 to 16.30 Monday to Friday and you will not be paid a shift allowance during this time. During Phase 2 you will work a training module pattern (approximately 5 sets, 6 weeks). Allowances relevant to the hours worked will be paid.

No annual leave or time off will be granted during your training programme except for exceptional circumstances.

Please note, this advert has been placed for a 6 week period. Once your application has been received it will be processed prior to the closing date of the advert.

Positions are available throughout 2019.

This opportunity is closed to applications.