This post is open to applicants who can meet the College’s nationality, UK residency and vetting requirements.

About us:

We’re the professional body for the police service in England and Wales. We work with everyone in policing to set standards, to share knowledge and good practice and to support the development of police officers and staff. Our mission is to drive a consistent approach across policing where the public and the service expect it, to boost professionalism and to improve leadership at every level.

Although we're a small organisation, our work has a big reach. We are uniquely placed to work both with national policing organisations and local forces to support frontline officers, staff and volunteers in their day-to-day roles.

We offer a supportive and inclusive environment for people to thrive. Our extensive flexible-working policy, employee wellbeing support, family friendly policies, employers’ network for equality and inclusion membership (ENEI silver award winners), and status as a disability confident leader means everyone can bring their whole self to work.

Additional Information:

College staff are classed as Public Servants and we are not eligible to participate in the Civil Service transfer process, therefore while successful candidates can transfer in on their existing terms and conditions, any subsequent transfer out of the College to the Civil Service cannot be guaranteed on existing terms and conditions and new starter/modernised terms may apply.

Our vetting

If you are successful at interview you will be required to undertake pre-employment security checks. You will be sent a security questionnaire which must be accessed within 24 hours.

Please note, these checks can take up to 10 weeks. You will only be offered a start date after the checks have been completed. If the outcome of these checks is not satisfactory, your recommendation for employment will be withdrawn.

We look forward to reading your application for the role of Customer Contact Centre Agent

The selected candidate will:

 Act as the first point of contact for all College members and internal and external customers, receiving, processing and resolving volume enquiries in a customer-centred and efficient, timely and comprehensive manner to promote a professional and positive image of the College and its services which puts the customer at its heart.

Some of your responsibilities will include:

• Acknowledge, record and process all initial customer contacts received into the Customer Contact Centre, ContactUs and Membership Inboxes or by phone in a prompt, professional and timely manner, gathering all relevant information to resolve, escalate or redirect as appropriate and responding to the customer in line with Service Level Agreements (SLAs).
• Log and update all calls, emails and subsequent customer contacts on the CRM system to ensure records are kept up to date, active tickets are reviewed within target timescales from previous update and customers are kept informed of progress, in accordance with SLA targets.
• Take ownership of customer incidents, referring second level IT service requests to Contact Centre Advisers, or liaising with Membership and other College departments as appropriate, seeing them through to resolution whilst maintaining a positive and customer-focused approach to showcase professionalism by the College.

To be successful in this role you’ll need:

• Previous experience in record keeping and working to deadlines.
• Exemplary customer service skills with the ability to manage diverse and demanding customers across all levels.
• Computer literate and able to liaise with customers while inputting data accurately.

Please see the attached job description which contains full details of the role.

We'll assess you against these behaviours during the selection process:

• Delivering at Pace
• Managing a Quality Service

We'll assess you against these technical skills during the selection process:

• Ability to work in a pressurised environment, dealing with a range of tasks simultaneously.
• Excellent verbal and written communication skills with customer-focused attitude and telephone manner.