Customer Contact Administrator (Colchester/Office Based)

Location of Role: Colchester

Advert Closing Date: 03/12/2024

Job Grade/Rank: Scale 4

Part/Full Time: Full Time and Part Time Hours Available

Contract Type: Permanent

Working Pattern: 24/7 shift

Weekend/Evening Working: Yes

An exciting opportunity has arisen for an individual to undertake the role of Customer Contact Administrator based at Colchester.

There is a full time and part time role available, both roles involve working day shifts, over a rotating shift pattern covering 7 days per week.

Whilst you will be stationed at Colchester, there is a contractual requirement for you to provide cover to Braintree and Clacton as required. You must therefore either have access to a vehicle or be able to travel to all stations within your area by other means.

This is a challenging but rewarding role in which you will work within the Front Counter and Help Desk area within the Police station. The role primarily entails dealing with all enquiries from the public both face to face and over the telephone, this could be anything from someone reporting a crime, or reporting a road traffic collision, people answering bail, registering on the sex offender register and those who are vulnerable and in need of help or simply seeking some advice. The role will also involve providing support to the rest of the Command by answering non-emergency 101 calls from members of the public when called upon.

In order to fulfil the role, you will need to be emotionally aware and be able to take ownership for any decisions you make. You will also be responsible for using computerized systems to create, update and retrieve data for which training will be given.

This role requires the highest degree of resilience and adaptability, it would suit a highly motivated and dynamic individual who has experience of working in a public facing role and is passionate about providing the best possible customer service.

The successful candidate will be able to demonstrate experience of the following within their application:

Takes ownership of own workload and is confident working under pressure with minimal supervision.
Well-developed verbal and written communication skills, with the ability to communicate with officers and staff of all ranks, external agencies and members of the public.
A good standard of education to GCSE A-C level (or equivalent) including English and Mathematics or demonstration of maturity and experience to this standard are essential.

It would also be beneficial if you could demonstrate

Have good keyboard skills, be familiar with using a computer and experience of using Word, Excel and E-Mail
Experience working in a public facing role, managing conflict and resolving complaints.

The Customer Contact Administrator is always required to be professional, and customer focussed.

Essex Police offer incremental increases within this salary band, therefore the salary for this position will rise to a maximum of £28,650.00.

For the full job description please click here.

Your application for this role will be shortlisted on the content you provide within the “reason for application” question, within the application form itself. CV’s, covering letters or attachments are not included in the shortlist. Within your “reason for application” answer, please refer to any experience, skills, and abilities you feel you have that will make you suitable for this role, based on the role criteria stated in the job advert or job description. Please provide as much detail as possible as insufficient content may mean you do not meet the shortlisting criteria, however please note this question is limited to 9000 characters and this system will count spaces and blank lines as characters. This count may differ from the Microsoft Word word count function therefore you may wish to use a different online character counter to check the characters used.

Depending on your current vetting level and security clearances, you may be required to complete additional vetting information during the recruitment process.

Kent Police and Essex Police welcomes applications regardless of age, disability, gender reassignment, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sexual orientation, sex, or employment status.

Please let us know if you require extra support at any stage of the application process, or for further information regarding this position, please email us at recruitment.business.services@ecis.police.uk stating ‘Application Support and Adjustments’ in the title of your email. Alternatively, you can call us on 01245 452833.

Where appropriate we will make adjustments to the selection process, working arrangements and/or the working environment provided it is reasonable in all the circumstances to do so.

This post is open to:

British Citizens
Members of a European Economic Area (EEA) state who hold settled status under the EU Settlement Scheme.
Commonwealth citizens or foreign nationals (who are not British citizens or European Economic Area (EEA) state members) who have leave to enter or remain in the United Kingdom for an indefinite period that is free from restrictions.

All applicants (except those who have been serving abroad with the British Armed Forces) must have lived in the UK continuously for the past three years.

Essex Police and Kent Police are an equal opportunities employer. Communications may be recorded for monitoring purposes.

Essex Police is a Disability Confident Leader, we:

have subjected our Disability Confident self-assessment to external challenge and validation
are taking an active leadership role in encouraging and helping other employers on their journey to becoming Disability Confident.

Diversity, Equality and Inclusion are central to the values of our organisation. At Essex Police we value and embrace the unique experiences, identities and abilities that each of us bring to our roles. We strive to empower everyone to bring their authentic self openly and safely to work.

Through the dedicated commitment of our support networks, DE&I team and wider HR departments, we are on a journey to embed our DE&I commitments, ensuring Essex Police is an employer of choice; where everyone feels included.

Essex Police and Kent Police are an equal opportunities employer. Communications may be recorded for monitoring purposes.