Advert
Job Title: Call Management Support Team Assistant (CMST)
Area: Public Service Centre, Operational Support Services
Based at: Police Headquarters, Bridgend
Scale: SC4/5
Salary £27,204 to £32,613 per annum
Duration: Permanent
Hours: 37 hours
Working Pattern: 7 days a week including Public Holidays and Critical Dates working 0700-0000.
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The Public Service Centre (PSC) is the heart of South Wales Police’s operational response, serving as the Force Control Room and the first point of contact for the public. As a critical frontline function, the PSC manages all incoming emergency and non-emergency calls, providing an essential service that helps safeguard communities across South Wales. Aligned to the Chief Constable’s Delivery Plan, the PSC plays a key role in delivering a first-class service to the public and supporting the Force’s commitment to improving trust and confidence in policing.
South Wales Police brings together thousands of people with the same aim – to keep South Wales safe. We want to be the best at understanding and responding to our community’s needs. To do this we need the very best candidates from a wide range of backgrounds to apply to become part of our policing family. We are looking for someone to #JoinUs as a Call Management Support Team Officer (CMST) at Police Headquarters, Bridgend. Could you be who we are looking for?
About the team/Department you will be joining:
A vacancy has arisen for a Call Management Support Officer (CMST) in the Joint Public Service Centre, at Police Headquarters, Bridgend. This is a unique and exciting opportunity to work in an Emergency Control Room quality assuring 999 emergency and 101 non-emergency calls and the subsequent incidents created along with digital contacts from the public.
About the role and your key responsibilities:
The role is full-time and based at the Public Service Centre, South Wales Police Headquarters. The role includes:
- Reviewing and quality assuring calls, digital contacts and associated incident records.
- Assessing the accuracy, quality and consistency of call handling and incident creation.
- Identifying good practice, areas for improvement and opportunities for organisational learning.
- Providing constructive feedback to support individual and team development.
- Supporting supervisors and managers by highlighting emerging themes, trends and recurring areas of concern.
- Helping maintain high standards in areas such as THRIVE assessment, safeguarding, vulnerability identification and accurate recording.
- Contributing to continuous improvement in the service provided to victims, callers and the wider public.
- Supporting a positive learning culture by recognising excellent performance as well as identifying development needs.
- Maintaining confidentiality and handling sensitive information appropriately
What skills and experience do we need you to bring to the role:
The skills and experience required are outlined in the Role Profile and will need to be evidenced in your application. Skills include:
- An excellent understanding of call handling, incident creation, risk assessment, vulnerability and safeguarding within a policing environment.
- Excellent attention to detail and the ability to identify inaccuracies, omissions and areas of good practice.
- Sound judgement and the ability to assess information objectively and consistently.
- Strong written and verbal communication skills, with the confidence to provide clear, professional and constructive feedback.
- Strong organisational skills and the ability to manage competing priorities effectively.
- Confidence using Niche and Control Works.
- An ability to work both independently and collaboratively as part of a wider operational team.
- A professional, fair and supportive approach when reviewing the work of colleagues.
- An understanding of the importance of data protection, confidentiality and information security.
- A commitment to continuous improvement and delivering a high-quality service to the public.
The successful candidate must be willing to undergo vetting to RV level
Please note, if you are subject to an ongoing PSD investigation, you appointment or placement in the role may be delayed pending an outcome. Whether the role is held open will be considered on a case-by-case basis
Please Note - Medical Checks - Applicants will be invited to complete a medical questionnaire which may be discussed to identify any issues which may prevent appointment because of a risk to the applicant or anyone using the service of South Wales Police. In addition, a hearing test will be completed for the purpose of health surveillance.
Please visit https://www.south-wales.police.uk/police-forces/south-wales-police/areas/careers/careers/ for an insight into the work carried out by the Public Service Centre and the recruitment process.
If you would like any more information about the role, please contact Philip Leyshon email address: Philip.Leyshon@south-wales.police.uk
Apply today and join Team SWP!
First time applying for a role with South Wales Police? Be sure to read our application guidance for some hints and tips around the application form and what to expect, click here for more information. Please note the successful candidate must be willing to undergo vetting to the required level.
As an equal opportunities’ employer, we welcome applications from all suitably qualified persons. However, as Black, Asian and Minority Ethnic candidates are currently underrepresented within the Force, we would particularly welcome applications from ethnically diverse candidates.
To support the ambition of a diverse workforce, South Wales Place is able to offer a Guaranteed Interview Scheme (GIS). The GIS is available for people living with a disability or identify as ethnically diverse.
If you are an applicant who is living with a disability or from an ethnically diverse background (Black, Asian and Minority Ethnic) and would like to be considered under the GIS, you must meet the essential minimum criteria for the role as outlined in the advert and role profile. You should take time to evidence that you meet each of the essential criteria in your application form and/or personal statement and CV.
