Safer Roads for West Midlands: Customer Service Assistants

Prospective officers and staff must be held to a higher standard of behaviour and accountability than members of the public, and that therefore their right to privacy can be fettered in certain circumstances. This is to ensure that members of the police are fully aware and accountable for the unique powers entrusted to them and the standards of professional behaviour they swear to uphold.

Location: Perry Barr, West Midlands

Shift Pattern: Mon - Fri (8am to 4pm. You will be required to work until 6pm on some days by arrangement so some flexibility is required). Hybrid working is also available.

An exciting opportunity has arisen for you to be part of a team helping to deliver national driver education courses as an alternative to prosecution within the West Midlands, to improve road safety and reduce casualties on our roads. The team will be led by its own police staff manager working within West Midlands Police as a distinct part of the Operations department.

The team works in partnership with UKROEd and the National Driver Offender Retraining Scheme (NDORS) to deliver excellent customer service and course delivery, contributing to our aim of improving road safety throughout the West Midlands. The team will be required to secure course placements and take payments from the public.

About the Role

As a Safer Roads for West Midlands Customer Service Assistant, you will be reporting to the team Manager and Supervisor to provide support to the public in booking courses, resolving, recording & escalating complaints in order to improve customer service. You will be their first point of contact.

As an assistant, you will monitor NDORS course compliance, resolving issues identified or escalate where necessary & identify when a course is not feasible or resolve by rearranging attendance direct with the customer ensuring the best use of resources and value for money.

The role will require you to operate a variety of office equipment, software systems and equipment efficiently as well as gathering performance data for the team manager for organisational learning and development opportunities.

You will need to collate customer feedback survey responses to inform areas of improvement.

To participate in the West Midlands Conversations process and take responsibility for identifying your own professional and career development needs.

This role will primarily be based in Perry Barr with some home working available.

We are offering a full-time post based on a 37 hour per week shift pattern whereby you will be required to work from 8am until 4pm. On two days you will be required to work from 10am until 6pm.

Qualifications

Essential Criteria

Previous experience of providing excellent customer service in an office environment over the telephone and in writing
Previous experience in the operation of computerised systems e.g. word, excel and databases to produce a variety of documents i.e. reports, memos and letters.
Experience in Windows based operating systems and be able to utilise desktop databases.
To be educated to GCSE Grade C or above (or equivalent) in English Language, or to have equivalent experience in a role requiring a similar level of skills.
To be able to deal with conflict and resolve any customer issue over the telephone or in writing.
Excellent IT skills, including Microsoft Word, Excel and Outlook.
Demonstrate a flexible attitude towards work, including new processes and systems quickly and efficiently.
Must be able to prioritise and meet deadlines working in a methodical and diligent manner with complete accuracy.
Excellent written and verbal communication skills and ability to deal with sensitive matters.
Must be able to remain calm and focused on their responsibilities under the pressure of managing simultaneous tasks.
Must be able to work as part of a team.
Must be able to work on own initiative and with the minimum of supervision and be able to assist the public and colleagues
Must be able to bring a creative mind to any problem.
Must be able to work within strict guidelines concerning confidentiality of information and have an understanding or requirements of the GDPR.
Able to demonstrate a personal commitment to equality, diversity and inclusion in line with force values
Be prepared to travel across the Force

Desirable Criteria

Willing to undertake training as necessary.

Vetting

Successful applicants will be required to pass Recruitment Vetting and Counter Terrorism Clearance scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process.

Medical

Appointment to this role will be dependent upon successfully medical checks, which may include a drugs test and if required a fitness test.

Interviews

TBC

By choosing to join West Midlands Police you will receive an enhanced benefits package including:

Fair remuneration with progression opportunities and access to a very competitive pension scheme.
Enhanced annual leave in addition to public holiday entitlements.
Discounts across travel, parking, daily costs of living and leisure activities.
A comprehensive wellbeing package including 24/7 support, free eye tests and flu jabs.

West Midlands Police is a Disability Confident Leader - the highest level an organisation can achieve under the scheme run by the Department of Work and Pensions.  As part of our commitment we operate a ‘Disability Confident Interview Scheme’ - all candidates who declare a disability and meet the essential criteria for the role will be offered an interview. 

It is important to note that there may be occasions where it is not practicable or appropriate to interview all disabled people who meet the essential criteria for the job. For example: in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. In these circumstances, the employer could select the candidates who best meet the essential criteria for the job, as they would do for non-disabled applicants.

"Diversity and Inclusion Vision:  Maximise the potential of people from all backgrounds through a culture of fairness and inclusion to deliver the best service for our communities"