Contact Handler

Posted on 7th Mar 2018
Leicestershire East Midlands

Contact Handler

About the role

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.

Our ideal candidate

• 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

Desirable skills and experience:

• Possess a recognised level 3 qualification in customer service or other related topic
• Ability to demonstrate experience of dealing with a wide cross section of the public
• Previous experience of working in a similar environment that provides a service to customers in emergency situations
• Having knowledge of legislation in relation to crime and traffic issues
• Knowledge of Police IT systems in particular the Command & Control and crime and intelligence systems
• Knowledge of Management of Police Information (MOPI), and legislation relating to Data Protection and the Freedom of Information

In return, we offer:

• Salary: £19,521 - £21,618 per annum plus allowances for shift working
• Working a 24 hours rotating shift pattern, available to work 365 days a year (including evening, night and weekend shifts)
• Full time, permanent positions available

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

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