Job description

The Contact & Control Room is at the heart of Norfolk Constabulary providing telephone and digital public contact and deployment of police resources.

• Are you able to remain calm, productive and professional under pressure?
• Can you multi-task whilst delivering an accurate high quality product?
• Are you positive and proactive, possessing the desire to provide excellent customer service?
• Are you able to communicate clearly and concisely with people who are distressed with other language challenges?
• Are you innovate, resilient and able to adapt to change?
• Do you have excellent verbal and written communication skills?
• Do you consider yourself as a team player who works well and respects others?
• Do you have what it takes to work in a high-pressured environment?

If you do, then please read on…

Benefits

• Excellent rates of pay with career progression
• Pension scheme
• Blue Light Card scheme for excellent retail and entertainment discounts
• Cycle to work scheme
• Employee Assistance Programme
• Shift patterns to aid work life balance
• Continued wellbeing support

Applications are invited for the above post at OCC Wymondham with initial training taking place at Dereham. We operate 24 hours per day 7 days a week so applicants will need to be flexible and work shifts as required (including some Bank Holidays).

If successful at interview, you will be required to commence training aimed at delivery of telephone and digital contact preparing you in answering emergency and non- emergency calls and e-mails. At a later date you will be required to train as a radio controller required to identify and deploy police resources adhering to strict command and control protocols.

Norfolk Constabulary serves a diverse community and we are keen to develop a workforce that reflects this. Visible and non-visible minority ethnic groups, people with disabilities, lesbian, gay, bi-sexual and transgender people are currently under-represented in our workplace and therefore we particularly encourage interest from people in these groups.

It is important to understand that although we are able to encourage individuals from under-represented groups to apply to join Norfolk Constabulary, all applications are strictly considered on merit, not ethnicity, gender or sexual orientation.

The above criteria are subject to reasonable adjustment in line with the definition of disability under the Equality Act 2010.

Main activities of the role:

• Dealing with incoming contact from Police Officers, Public and Partners within response guidelines
• Working with our internal/external customers to achieve an appropriate solution
• Recording all forms of contact in accordance with National Standards of Incident and Crime Recording
• Creating and maintaining accurate incident records
• Undertaking initial investigation into incidents/crimes to determine appropriate policing response
• Liaising with other Forces and external agencies
• Interrogating all Crime/Intelligence Systems available where appropriate to role
• Gathering intelligence to meet the Policing Plan
• Flagging information to relevant departments or Officer in charge of Operation
• Providing flexible working hours/overtime/on call as required on a rotating shift basis
• Complete administrative tasks relevant to the role

Contact Role

• Grading calls for appropriate Policing response

Control Role

• Assessing graded response and complying with procedure and policy, deploying resources and controlling operational activity
• Applying correct radio procedures
• Any other duties that are commensurate with the role and grade as may be requested by management

It is essential that applicants meet the following criteria:

• Good numeracy and literacy skills
• Excellent communication skills with an ability to retain a clear, professional approach with the public and staff at all levels
• Demonstrate an ability to work under pressure
• Good problem-solving skills
• Demonstrate an ability to work effectively as part of a team
• Ability to type 30 wpm
• Working knowledge of the Microsoft Office Suite and an aptitude to learn other computerised systems

It is desirable that applicants meet the following criteria:

• Previous experience in a customer service call-centre environment

Hours of work are 37 per week on a rotating shift pattern which will include early and late shifts and weekend working, for which the appropriate allowance will be paid. This post is offered on a permanent basis.

Consideration will be given to whether the post can be delivered on either a part time or job share basis, in line with the organisational requirements of this role.

If you have recently applied for this vacancy your application is being processed therefore you do not need to apply again. If you have attended a Recruitment and Assessment Centre in the last 6 months, please note that a further application from you will not be considered.

The recruitment criteria for all posts are subject to reasonable adjustment in line with the Equality Act 2010.

Applications from at-risk staff will be prioritised and receive preference in any selection process.

Anyone who wishes to be considered for appointment should download an application pack and monitoring form as they must be submitted together.

Job Types: Full-time, Permanent

Salary: £31,400.00-£37,730.00 per year

Benefits:

• Cycle to work scheme
• Discounted or free food
• On-site parking

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