Contact Centre Officer - Guildford, United Kingdom - Surrey Police

Surrey Police

Verified Company

Guildford, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

"Surrey Police, what's your emergency?"

"I've just woken up to someone trying to break into my house"

"My mum has dementia, she's 77 and has gone missing"

"There's been a car crash outside my house, the car is upside down on its roof"

As a Contact Centre Officer you will perform a key role on our policing front line, responding to reports of incidents and crime from across Surrey.

The contacts you receive can range from a situation where life is at risk, to a longer-term issue where someone is seeking our support and advice.

We aim to respond to each contact in a timely way and ultimately contribute to making our communities feel safe by inspiring trust and confidence in the Police.

You must be able to work and make decisions under pressure. Calls can be traumatic or distressing at times, so you'll need to display high levels of emotional resilience.

You'll be giving re-assurance and safety advice to callers, arranging to get them the help or support they need as fast as possible.

You won't be going at it alone.

You'll have access to full training and our Contact Centre works closely as a team to continually support you in your career.

You'll get a salary of £28,586, opportunities for progression and the satisfaction that comes from helping others.

The Role

A typical shift looks like this:

You'll deal with an assortment of emergency 999 and non-emergency 101 calls - call demand varies by the day of the week and time of day.

Factors such as weather, traffic accidents, national or local events can all have an influence on the number and type of calls received.

With each call you'll need to be able to remain calm and in control, gathering as much information as possible by asking the right questions.

The information you gather will need to be recorded accurately into our systems and is transferred to those responding. With the training we give you'll be empowered to risk assess and prioritise each incident, ensuring an appropriate response.

Initial investigation when a crime is reported you'll be trained to ask initial questions to establish the risk/severity and whether there are lines of investigation, including forensic opportunities. If the matter cannot be progressed on the information available you'll be using our system to record details of the report. With each contact we manage the expectations of the reporting person, providing crime reduction advice and reassurance.
Liaison with other emergency services and partner agencies, supporting the work they do and arranging for police involvement where this is needed.
Advice many of the calls we receive are resolved within the Contact Centre, this could be through offering advice or signposting members of public to more appropriate agencies when it is not a matter dealt with by Police. With each contact you'll be managing expectations, advising what police can and cannot do.
Recording intelligence from information given to us by our communities you'll be identifying and recording information to share with other parts of the organisation to inform our future policing operations.
Dealing with conversations through online platforms our Digital 101 team regularly monitor and respond to direct messages through Facebook and Twitter. They also service the online chat facility available on the Surrey Police website.
Making sure we deliver a good service by being focused and alert to deal with whatever the next call could bring and dealing with sometimes constant calls to a professional standard.

Key Responsibilities

Previous customer service or call-centre experience is desirable but not essential; we're looking for common sense, attention to detail, good communication skills, high levels of resilience and ability to remain calm under pressure.

Above all, you'll have the drive and determination to make a difference to the communities of Surrey we serve.

You will receive a structured classroom-based course and on the job training with a dedicated coach, who will assist you in your learning and support you to become independent.

We expect high standards and ethical behaviour, central to this is the Code of Ethics which is the professional code of conduct for Policing

Our teams are there when the public need us 24 hours a day, 7 days a week.

You'll need to commit to working a shift pattern covering the 24 hour period, this includes night shifts, weekends and Bank/Public Holidays such as Christmas and New Year's Eve.

Shifts are timetabled well in advance so that you can plan properly.

Part-time working or flexible shifts may be available after completing the full-time training, which is 17 weeks.

The role is based at our Police Headquarters in Artington which is approximately 1.5 miles outside of Guildford Town Centre.

Due to shifts starting as early as 6am or finishing as late as 3 or 4 am own transport is desirable as public transport is not readily available around these times.

We offer