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Contact Handler

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

£19521 - £21618

Full Time
Shift Work, Weekend Working
The role involves acting as the initial investigating officer for reports of crime taken over the telephone i.e. ASB, missing from homes, rtc, concerns for welfares, 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 NDM and THRIVE to progress incidents via creation of 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.

Please see below essential criteria required for this post:

• You must have GCSE English Language Grade C/4 or above or equivalent qualification, or transferable competency in communication demonstrated by experience of interviewing clients/customers
• 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

Please note that positions are available from Sept 2018 and throughout 2019.