Contact Officer

Contact Officer

Job Type: Full Time, Permanent

Location: Exeter

Salary; £24,921 - £27,351 per annum.

Hours: 37 hours per week

The Role

The force are looking for friendly, patient, broad minded and positive individuals to join their Exeter and Plymouth Contact Resolution Centres, where you will play a critical role in their response to both emergency and non-emergency calls within Devon and Cornwall.

You will handle calls professionally with empathy and patience, listening to vital details and asking the right questions to log information quickly and accurately. You will be part of a wide team with extensive training and ongoing support provided. This role can be challenging at times but is very rewarding.

It’s important to have emotional resilience within this role, as you will at times be answering calls from distressed individuals. No two calls are the same and at times you will handle sensitive information. You will be the first point of contact for their community and will provide help for people when they need it most.

We are looking for flexible individuals who are open to working shifts, including nights, weekends and some bank holidays. On top of your salary, you will qualify for enhanced shift allowance of up to 20% of your salary, as well as weekend working allowance.

Key Responsibilities

• Provide information, advice, guidance and resolution to queries from members of the public and other agencies on the non-urgent telephone lines
• Effectively managing calls to the emergency number (999)
• Responding to all online communications including, but not exclusive to, email and web chat
• Using National Decision Model (NDM) and Threat, Harm, Risk, Investigation, Vulnerability, Engagement (THRIVE) to assess threat, risk and harm
• Carry out accurate dynamic risk assessments for every contact received
• Deal appropriately with callers who may be emotional, distressed, vulnerable, drunk, suicidal or in crisis and deciding on the right course of action
• Accurately record reports of incidents or information and intelligence
• Demonstrate a flexible approach to the working day environment due to dynamic demand of the Department
• Comply with the Standards of Professional Behaviour, demonstrating the highest standards of professionalism, respect and appropriate level of conduct (Code of Ethics)
• Managing, sharing and viewing of business and/or sensitive data in accordance with Data Protection Act 2018 and General Data Protection Regulations 2018 and Force Policy
• Undertake shift work, covering 365 days, 24 hours, 7 days a week

Skills and Qualifications

• Excellent keyboard skills
• Excellent oral, listening and written communication skills
• Ability to capture critical information and record it accurately
• Demonstable analytical and critical thinking skills
• Excellent customer service skills
• Good decision making skills
• Ability to adapt to change
• Demonstrable experience of working as part of a team

Benefits

• A competitive salary with yearly increments.
• 25 days a year leave entitlement, with an increase to 30 days after 5 years continuous employment, plus bank holidays (pro-rata for part time workers).
• Access to heavily subsidised gym membership that will provide you access to police site gyms throughout the counties.
• Access to the Blue Light Card Scheme for discounts and services (requires a one-off payment of £5).
• Company sick pay.
• Competitive local government pension scheme.
• Job related equipment, as required.
• Free onsite parking at many police sites throughout the counties.
• Access to Group insurance scheme (via salary sacrifice scheme).
• Support networks, free Employees Assistance Programme, Occupational Health and wellbeing services.
• Development and training opportunities.
• Supportive and flexible training plan, including regular check-ins throughout your initial period of joining us to ensure you are up to speed with the role and getting the support you need.

To Apply

If you feel you are a suitable candidate and would like to work for this reputable Force, pleaseclick apply to complete your application.

.