National Enquiry Point Operator
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Location
About the job
Job summary
About COPFS
The Crown Office and Procurator Fiscal Service is responsible for the investigation and prosecution of all crime in Scotland; the investigation of deaths which require further explanation; and the investigation of complaints against the police
Job description
General Responsibilities, Activities and Duties
The Crown Office and Procurator Fiscal Service is the sole prosecuting authority in Scotland. Our Enquiry Point Operators provide the vital operational support that keeps our offices running smoothly.
Enquiry Point Operators will respond to enquiries by telephone and will be expected to engage with a wide range of people from victims and witnesses of crime, Police Scotland and other stakeholders. It is important and often challenging work that can have a real impact on people’s lives.
Our Enquiry Point operates under a call centre environment with operators required to work to the shift patterns provided and be available to attend the Dumbarton Office.
Role Specific Responsibilities, Activities and Duties
- Answer calls and resolve enquiries at first point of contact from members of the public; Police Scotland and other stakeholders whilst providing an excellent level of customer service
- Liaising with colleagues within other offices, transferring calls where appropriate
- At times calls may be in relation to complaints and staff will be required to raise formal complaints through our internal systems.
- Our operators will also receive training on handling difficult callers and dealing with vulnerable members of the public.
Although the role will primarily involve answering calls the following roles may also be carried out:
- Updating Witness Contact Screen
- Responding to inbound enquiries by email from members of the public; Police Scotland and other stakeholders
- Responding to text message enquiries from people with a hearing impairment or people without speech
- Collating statistical information and populating spreadsheets
- Creating records where there are changes of address and telephone numbers and notifying colleagues of those changes.
Full training will be provided and staff will be expected to successfully complete assessments throughout and at the end of the initial training period.
Please note this is not an exhaustive list and other duties may be required as appropriate to the role.
Person specification
Essential Criteria Required
The key competencies outlined in the application pack form part of the essential criteria for this post. Candidates will also be expected to demonstrate:
- Five National 5’s (including English) or equivalent; or proven experience of general office work.
- Literacy and fluency in English
- Strong word processing skills
- Strong organisational skills
Desirable Criteria
- Previous contact centre experience
- An understanding of the work of COPFS and it’s position in the Justice Sector
- Experience in a criminal justice environment
Conditions of Post
- Fixed hours between 08:30 – 17:00
- Travel to Dumbarton Procurator Fiscals Office 5 days a week
- Mandatory Working some Public Holidays due to nature of role. Typically, a couple of days per year.
Benefits
We offer an excellent range of benefits which include:
- Generous Civil Service Pension employer contribution, on average over 26% of your pay.
- 25 days paid holiday + 11.5 public and privilege holidays (rising to 30 days paid holiday after 4 years).
- Flexible working hours and Family friendly approach to work
- Cycle to Work Scheme and Season Ticket Loans.
- Employees Wellbeing Support with Mental Health First Aiders and access to an Employee Assistance Programme.
Things you need to know
Selection process details
Contact Us
If you have any queries, please email Recruitment@copfs.gov.uk.
Additional Information
Application packs are available to download from our website http://www.copfs.gov.uk/careers.
Please note that we do not accept CVs.
Selection will be competency based.
We are an Equal Opportunities Employer.
Crown Office and Procurator Fiscal Service (COPFS) has ongoing measures and guidance in its response to Covid-19 (Coronavirus) and would like to advise applicants that a decision has been taken that all interviews and any other discussions in the process will be conducted in a virtual/remote setting.
In order to facilitate this way of working, COPFS asks all applicants to ensure that they have a suitable space to participate in the virtual interview and discussions as well as access to a personal device of choice by which you can undertake the interview/assessment if selected. Please ensure that your personal Wi-Fi/Broadband capacity will be sufficient to carry both audio and video.
Please note that COPFS has exemptions from the Rehabilitation of Offenders Act (1974).
COPFS must also adhere to strict Civil Service and Cabinet Office Baseline Personnel Security Standards regarding nationality, identity and history verification rules.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.
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