Job description

Hours: Full Time working a shift pattern, including evenings and weekends.

Salary: Band 5, £23,133 - £24,156

Location: Ponteland

The Role

It’s our people that make TeamNP a truly exciting and inclusive place to work – a place where you can let your skills shine. Our teams are critical to our success, driven to deliver and always go the extra mile.

We have a fantastic opportunity to us as a Customer Services Specialist within the Customer Service Centre based at Ponteland. This dedicated unit is first point of contact for many of our customers by telephone or one of our many digital channels.

Using effective communication, the team deliver an outstanding customer service experience in response to all public interactions, acting where possible to resolve queries at first contact and providing professional advice and effective signposting. With customer service at the heart of everything we do, and using a problem-solving approach, we aim to resolve many queries during that first contact.

As a Customer Service Specialist, you’re likely to be the first person our customer speaks to, and your engagement will define the service they receive from Northumbria Police as a brand. To be successful you will make the difference by being:

Sound interesting? Look and see how you can help us make a difference.

What will I do?

The team receives customer contact via 101 as well as through numerous digital platforms such as web chat and online reporting forms and in the future, this will include social media reporting. Every contact is different, some of which will be an emergency and will require the customer service specialist to identify, assess and mitigate risk to ensure the correct response is allocated. You will handle contacts from members of the public experiencing a wealth of emotions and need to be able to adapt your style to meet their needs.

You will also deal with police officers, professionals, and partner agencies.

As a Customer Service Specialist, we will support you in developing an in-depth knowledge of all aspects of the organisation. You will need a have a desire to resolve the customer’s query at first point of contact, ensuring excellent customer service and demand reduction to other departments.

Working within a busy department, you must be able to work well under pressure and resilient to change.

The current shift pattern of the team is a three-week shift pattern working Monday to Sunday, with shifts between the hours of 8am to 11pm. You will work a mixture of day shifts and late shifts, however this pattern is likely to change in the future to include some nightshift working.

Any hours worked after 7pm, and on a weekend attract an additional allowance to be paid. Whilst the roles we’re advertising currently are full time roles, we’re happy to discuss with you any individual circumstances if you require some flexibility.

Our training course is full time Monday – Friday 0800 – 1600 for five weeks, there is a requirement that you can attend this course for the full duration and to be able to be mentored full time for a further five weeks, without any periods of leave being taken. The next course date is anticipated in February/ March 2023.

Why join #TeamNP?

In return for your dedication and experience, we offer 24 days’ leave, excluding bank holidays, increasing to 29 days for 5 years+ service. We support our people inside and out of work – offering a very competitive pension scheme, childcare vouchers, and discounts on shopping and eating out thanks to the Blue Light Card. And to take care of your physical and mental well-being, we’ve invested in extensive paid sick leave, trained mental health first aiders on-site, an employee advice service and access to gyms in some stations.

What do I need?

• Excellent communication and listening skills.

• Outstanding interpersonal skills with the ability to build rapport quickly.

• A passion for problem-solving.

• The ability to assess and understand key information.

• Confidence to multitask, recording information accurately with attention to detail.

• IT competence across a range of applications.

• Passionate about delivering an outstanding customer service.

• Committed to getting things right for our customer.

• Dedicated to providing an effective, professional, and ethical service to everyone who contacts us.

Diversity, Equality and Inclusion

Northumbria Police fully supports a policy of equal opportunities, and we welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation. Appointments are based on merit alone.

Job Types: Permanent, Full-time

Salary: £23,133.00-£24,156.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• On-site parking
• Sick pay
• Store discount
• Wellness programme

Schedule:

• Day shift
• Night shift
• Weekend availability

Work Location: One location

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