(Operations) Level 3 Business Administrator Apprenticeships

All candidates must be 18 to apply for the 3 apprenticeship roles and have Maths and English Grade 4 or above

Prospective 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. 

 

Apprenticeship 1 - Camera Enforcement Unit Business Support Assistant – Viewing Team 

Role Purpose

To provide efficient clerical and administrative duties necessary to progress camera offences from a range of enforcement cameras across the West Midlands Policing area.

Key Responsibilities

•    Following of set procedures to view offences that have been produced by a range of fixed cameras and input/import from original offence onto the appropriate national system e.g. Startraq/Pentip
•    Maintain and update on any issues with back office enforcement equipment to ensure cameras are operational to their maximum
•    Assist with the production of prosecution files in relation to detected offences. 
•    Provide general clerical assistance e.g. filing, photocopying, postal despatch, maintenance of records, statistical returns, management information, and, where appropriate, diary management
•    Maintain and update both manual and computerised office systems and/or databases in accordance with departmental and force procedures
•    Answer and action telephone and face to face enquiries
•    To operate computers in respect of data input, analysis and search procedures
•    To operate word-processing/typing and associated equipment, ensuring control and security of disks and maintenance of equipment
•    Receive and implement updates to electronic records, e.g. call logging, using computer systems
•    File and retrieve documents within an established document management system or central data file

•    To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required. 

Essential and desirable skills

Essential

•    Ability to work to strict deadlines, managing a workload whilst balancing competing demands
•    Ability to accurately input/ file and retrieve data 
•    Competent in the use of IT, including Microsoft packages or equivalent
•    Ability to handle sensitive and confidential information whilst demonstrating the utmost integrity and professionalism

•    Effective Communication skills, written and verbal
•    To display a good level of interpersonal and communication skills

Desirable

•    Working in a customer service environment
•    PNC
•    Knowledge of building court files and / or use of Connect

•    Ability to be flexible and work in a team environment
•    An interest/knowledge of road safety issues/casualty reduction

Hours of work

The hours of work are 36.5hrs a week, Monday to Friday 08:00 to 16:00.

Location

The role is presently at Wednesbury, but is likely to move to Dudley in late 2025.

 

Apprenticeship 2 - Central Ticket Office: Business Support Assistant

The Central Ticket Office is based at West Midlands Police Headquarters, Lloyd House, Birmingham and the staff are responsible for maintaining high quality levels of services to members of the public and stakeholders. 

Key responsibilities

• Provide administrative support to the unit, enabling the efficient and effective operation of the section, by initiating and answering letters and actioning telephone enquiries. 
• To input, retrieve and present data using appropriate computer systems 
• Provide administrative support for the application of educational courses where appropriate 
• Maintain filing systems and undertake general filing 
• Deal with queries from members of the public relating to offences captured 
• Liaise with outside agencies and partners such as Magistrates Court, Education Providers, Local Authorities and the general public 
• Produce statements and attend court to provide evidence in relation to the administration process of offences captured. 
• Be flexible and adaptable with regard to the needs of the unit. 
• Perform any other duties commensurate with the purpose and grading of the post that from time to time may be determined.

Knowledge and skills

Essential 

• Experience of entering/inputting and retrieving data onto/from relevant information systems displaying attention to detail and ensuring that records and other entries are recorded in a timely and accurate manner. 
• Possess excellent IT skills and abilities with a good knowledge of Microsoft packages in particular Word and Excel. 
• A knowledge of database software packages would be desirable 
• Have excellent communication skills demonstrating the ability to communicate clearly and concisely with a diverse range of people whilst ensuring that written communication is presented in a clear, logical and focused manner. 
• Administrative experience and the ability to multi-task in order to deliver a quality service to customers. 
• Ability to work as part of a successful team with an ability to communicate effectively and professionally with a wide range of individuals.

Hours of work

The hours of work are 36.5hrs a week at times agreed by management Monday to Friday. The posts in CTO are based at Lloyd House, Birmingham. 

 

Apprenticeship 3  - Safer Roads for West Midlands: Customer Service Assistants

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.

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

Hours: 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

Successful applicants will be subject to a medical assessment which may include a drug or hearing test.

Interviews

TBC

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"

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