AddressJob Title:Contact Centre Operator
Salary: The starting salary is £39,447.20 which includes allowances totalling £8,940.
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, a non-pensionable allowance of £1,000 and 20% Shift Allowance.
Location: Charlton Car Pound
MORE CHALLENGES. MORE EXCITEMENT. MORE OPPORTUNITIES. BE AT THE HEART OF A CHANGING SERVICE.
This is an exciting time to be working as a Contact Centre Operator 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 Contact Centre Operator, 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.
The Department
Vehicle Recovery Examination Services (VRES) is a key part of the MPS drive to tackle vehicle crime on the streets of London. Working in partnership with a number of external agencies and MPS contractors to remove, recover, restore and dispose of vehicles that are involved in collisions, those involved in serious and organised crime that require forensic examinations or those that are seized under Police powers for no insurance or are unlicensed. We support Front line policing and operate 24/7/365, we have our own unique in-house policing team and a command and control team. We currently operate out of two forensic car pounds, Perivale and Charlton. The team processes over 40,000 vehicles a year and we deal with everything, from two wheeled bikes all the way up to and including HGV’s. Our work has a direct impact upon the service the MPS delivers Londoners to and it is vital we are able to continue to deliver this service to meet current and future demands.
Right now, it is a particularly exciting time to join the team. We are currently undergoing a full business review aimed at identifying smarter ways of working and potential new growth opportunities both internal and externally. We are looking for Communication Specialists to work as Contact Centre Operators who will be the first point of contact with our customers both from within the organisation, for example Police Officers, and externally for example Victims of Crime. This role is critical to ensuring our customers’ expectations are exceeded and that ultimately, they feel valued and supported every time they use our services.
This is an incredibly demanding and challenging role, but you will be rewarded with an immensely satisfying and varied job that is never dull, as well as having the opportunity to make a real difference to the community, to London and to the Met itself.
The Role
Being a Contact Centre Operator is a demanding job, but an incredibly varied one. For example, you could be dealing with a recovery request from a police officer for a vehicle that is involved in a serious crime which is part of a live ongoing investigation, or you may be supporting a victim of crime who has been notified that their stolen vehicle has been found and you are arranging an appointment for them to reclaim their vehicle. The Contact Centre supports Frontline Policing and as such operates 24/7/365 days a year. Having excellent active listening skills is crucial, you will at times need to be able to make fast time decisions as well as possess strong verbal communication skills in order to provide our customers with accurate information. You must be able to remain calm and polite when under pressure and/or when dealing with unsatisfied customers. Having a clear focus on providing customer service excellence and stamina to handle high call volumes, you will have an eye for detail and have excellent problem-solving skills. We work in an ever-evolving environment with a real thirst for continuous improvement always seeking to maximise advances in technology. As such we are looking for IT literate individuals who are able to adopt and adapt to new ways of working and embrace change. Our Contact Centre is the nerve centre of VRES, come and join us and be a part of this essential team.
How to apply
Please click on the below link to view an online candidate information pack that will you give you an insight into the Met, the competency framework we use which shapes our daily work behaviours, the application process, and a host of other information, that will help inform and support your application:
https://sscl-innovation.com/MPScandidatepack/
Click the apply now button below and start your career at the Met. Applications will be via a detailed CV, Personal Statement, and online application form. Your personal statement should outline why you are interested in the role and how your skills and experience demonstrate your suitability for the role. (NB. Please do not attach 2 copies of your CV).
Completed applications must be submitted by 23:55 on 15th March 2024.
Essential For The Role, e.g. qualifications, licenses, languages, training
What skills and experience are we looking for
- High level interpersonal skills to establish and build positive relationships with our customers
- Excellent customer service skills to ensure our customers receive a premium service
- Strong analytical and problem solving skills to correctly identify issues and determine the most effective solutions
- IT literacy, including working knowledge of Microsoft Office programmes with the ability to quickly pick up a whole suite of Policing programmes, including PNC, CAD, ELVIS, WEBFLEET (full training will be provided).
- Previous experience of dealing with the public, receiving and making telephone calls, responding and dealing with emails, booking of appointments and dealing with any general enquiries.
Additional Information
The Contact Centre operates over a 24hr period, 7x days per week, 365(6) days per year. You will be part of a small team who will work closely with our other VRES departments.
