Customer Service Operative - Hendon, United Kingdom - Metropolitan Police

Metropolitan Police

Verified Company

Hendon, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

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Description

Job Title:

Customer Service Operative**
Salary:The starting salary is £39,447.20, which includes allowances totalling £2,841 and a 20% Shift Disturbance Allowance.**
The salary is broken down as £30,507 basic salary, which will increase annually until you reach the top of the scale £32,639.

Plus, a location allowance of £1,841 and a non-pensionable allowance of £1,000 and a 20% shift disturbance allowance.

Location:
Hendon**
This is an exciting time to be working as a Customer Service Operative, for the Metropolitan Police Service. In addition to large-scale transformation, there's the unique and ever-evolving challenge of policing London.
This means that as a Customer Service Operative, there are more opportunities for you to get involved with making London the safest global city in a time of unprecedented change within the UK's largest Police Service.

We are looking for customer-focussed people with common sense, who can remain calm under pressure, with attention to detail and good communication skills.

The most important attribute is that you want to make a difference to the communities of London.

The Metropolitan Police Service, Language & Cultural Services - OPS, will give you a variety of tasks, dealing with interpreters and translators.

We are quite frequently, the first point of contact for any given language, whereas your role will be to source an interpreter/translator and assign them to a job.

Sometimes, this can be very challenging, as they are needed ASAP, so trying to source an interpreter or translator, within the given times, can be exciting, naturally, this means we have a fast-paced and dynamic environment where no two days are the same.

You will provide the customer-focused, professional, first point of contact our colleagues and interpreters/translators expect.

This role is suitable for people who are able to work 24/7 throughout the year, with the added allowance of 20% shift allowance.

Key Responsibilities:

Ensure incidents are correctly dealt with providing accurate advice and appropriate support ensuring the correct procedures are followed.
Escalate unresolved issues to Team Leader
To provide enhanced customer responsiveness that mirrors customer requirements (Police shift patterns) by being available for advice / support beyond normal working hours.
Contribute to the development of internal LCS interpreter/translator and SD deployment processes and procedures.
To contribute to monthly management information/savings report for monitoring of performance and developing improvements in service delivery.
To identify opportunities for service improvement from any customer feedback.
Identification and escalation on breach's of MPS SOP, non compliance issues by Interpreters and Police Officers/Staff, trends in fraudulent/excessive Interpreters/translator claims and lack of supervision by MPS Officers/Staff.
Build effective relationships with partners, colleagues and suppliers to ensure the objectives of LCS are fully supported by appropriate linguistic support procedures.

How to apply

Essential Criteria:

Proven communication skills both written and oral, with the ability to engage LCS Units, Interpreters and Police Officers/Staff regarding customer service, concerns or complaints.
Preparing management information and other operational reports.
Excellent interpersonal skills to develop rapport with internal and external stakeholders
Knowledge of custody processes and procedures in relation to foreign national detainees, victims and witnesses to ensure appropriate linguistic support is delivered in a timely manner.
Experience & understanding of MPS IT systems, Outlook, Word, Excel,
Previous experience in customer service/customer orientated role.
Very Good Communication Skills

Desirable Criteria:

Knowledge and understanding of the MPS LCS Interpreters SOP, Interpreters Deployment Team SOP, Video Conferencing SOP, Specialist Deployments SOP, booking and claims processes.

Or equivalent.