Contact Centre Officer

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..
About the role
Be the first point of contact for emergency and non-emergency contact to the police service, both from members of the public and partner agencies. 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.
What will you be doing?
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. Manages customer expectations regarding the service that can be provided by giving advice and taking appropriate action. Maintains accurate records of relevant information using appropriate systems to ensure an audit trail and to measure and improve performance.
What qualifications and experience do you need?
GCSE in English at grade C or above, or equivalent qualification.
Previous experience of working within a call centre or customer service environment would be beneficial.
Excellent verbal and written communications skills are essential in order to communicate with those contacting the police, deal assertively and courteously with all enquires whilst managing expectations.
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. To be able to work effectively as part of a team without supervision
A notice will be posted a week prior to any closing dates in the future.
You must gain line manager endorsement for your application to this role before applying. Please download and attach the Line Management Endorsement Form to your application form before submitting your application using the "Manager Endorsement" file upload field at the start of your application. Please note submitted applications to this role will not be considered without an attached Line Manager Endorsement Form.
To be considered for an internal vacancy you MUST attach your latest PDR and completed Line Management Endorsement Form. Please ensure upload a pdf copy of your PDRs and Line Management Endorsement Form on the My Documents section of the application form under 'additional documents'.
Depending on your current vetting level and security clearances, you may be required to complete additional vetting information during the recruitment process.
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.
Please let us know if you require extra support at any stage of the application process, or for further information regarding this position, please email us at recruitment.business.services@ecis.police.uk stating 'Application Support and Adjustments' in the title of your email. Alternatively, you can call us on 01245 452833.
Where appropriate we will make adjustments to the selection process, working arrangements and/or the working environment provided it is reasonable in all the circumstances to do so.
This post is open to British Citizens, members of the EC or other states in the European Economic Area. If you are a Commonwealth citizen or a foreign national, you must be a resident in the UK free of restrictions and with indefinite leave to remain in the UK. All applications must have lived in the UK continuously for the past three years.
For full job details, please view: Competency Framework (ecis.police.uk)
Essex Police is an equal opportunities employer. Communications may be recorded for monitoring purposes.