Contact Handler

Force Headquarters
Call Centre (Contact Management)
B - Contact Management Dept.
N/A
4

£20115 - £22275

Full Time
37:00
Shift Work, Weekend Working
Permanent
RV
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.

• Working a 24 hours rotating shift pattern, available to work 365 days a year (including evening, night and weekend shifts). Shift pattern – 4 days on (2 days and 2 nights) 12 hour rotating 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.

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.

Staff Benefits Include:-

On site parking
Staff restaurant
Gym / Fitness classes
Staff benefit schemes (blue light card etc.)
Access to local government pension scheme

Positions are available throughout 2020.

This opportunity is closed to applications.