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Chelmsford

    Performance & Risk Officer - Chelmsford, Essex, United Kingdom - Essex & Kent Police

    Essex & Kent Police
    Essex & Kent Police Chelmsford, Essex, United Kingdom

    2 weeks ago

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    Description
    Contact Centre Officer


    Full Time Opportunities (average of 37 hours per week), working a rotating shift pattern of 6 on 4 off (2 early's, 2 lates and 2 nights), covering a 24 hour period 7 days a week, based in Chelmsford.

    The salary for this role is £24,921 to £27,351 per annum exclusive of shift and weekend working allowance, (with 20% £29,905 - £32821) , this role will still operate on a rotating shift pattern covering a 24/7 period 365 days per year.

    Receive and critically assess all types of contacts including 999, 101 telephone calls, and other types of contacts, online or in person, maintaining high levels of customer service, manage customer expectations and meet national and organisational service level agreements and take appropriate response action.

    Identify the purpose and nature of each contact by eliciting relevant and sufficient information to enable an accurate and timely assessment of appropriate means of resolution Assesses Threat, Harm and Risk and identifies the appropriate action to resolve or determine the appropriate agency, deployment grading and priority of contacts.

    Maintains accurate records of relevant information using appropriate systems to ensure an audit trail and to measure and improve performance.

    GCSE in English at grade C or above, or equivalent qualification.

    The ability to learn and use a variety of computer based systems as the post holder will be required to become proficient in the use of Essex Police systems including command and control, crime recording & intelligence, as well as national police databases.

    Ability to work flexibly on a shift pattern that covers working 24 hours a day, all year round.

    Essex Police welcomes applications regardless of age, disability, marital status (including civil partnerships), pregnancy or maternity, race, religion or belief, sexual orientation, transgender, sex (or gender), employment status.

    Communications may be recorded for monitoring purposes.
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