999 Call Handlers in Guildford

We have a great opportunity for anyone who is looking to join the Police within the Contact Centre. We are currently recruiting for a number of Emergency Call Takers to work for Surrey Police at their centre in Mount Brown Guildford.

These roles are a permanent position working a shift pattern of 4 on 4 off. Due to the location you would need to be able to drive as there is no public transport to Mount Brown.

Purpose of the role: To respond to all emergency and non-urgent communications (including telephone, mail, electronic, Social Media platforms) in order to support Surrey Police to identify risk, protect the public, detect crime, whilst ensuring excellent customer service.

Key Accountabilities:

• To receive calls from members of the public in both emergency and non-emergency situations, identifying risks and caller needs through effective questioning, assessing available options and deciding on the most appropriate action to be taken.
• To ensure all members of the public contacting Surrey Police are offered advice and support and are made fully aware of what action will be taken in line with Surrey Police policies and procedures.
• To compile reports based on the details provided by the customer, identifying any vulnerability issues, repeat victims or risks.
• To update existing crime reports with further information, ensuring accurate completion in accordance with Force and Home Office Guidelines.
• To identify the existence of actionable information from newly reported or updated crimes and refer immediately to an appropriate Officer, supervisor or department, to support the early detection and speedy resolution of crime.
• To record and use information on the Force Information Systems in a timely and accurate manner and in compliance with Force policy to maximise call resolution and ensure information is passed to the appropriate person by telephone or electronic means.
• To undertake any current or new administrative duties associated with the effective operation of the Contact Centre, as directed by Contact Centre Supervisors and Performance Managers.
• Coach/Mentor, if required, new personnel in the role of Contact Centre Operator in all aspects of the role.
• As the first point of contact you will be expected to set the standard for the way in which the customer experiences Surrey Police and the Contact Centre.
• Undertake other duties appropriate to the grade and character of work as may be reasonably required, including specific duties of a similar or lesser graded post.

Essential Criteria:

• Either English GCSE Grade C or above, English 'O' Level, or equivalent, e.g. OCR Level 2 in Literacy.
• Previous demonstrable experience of working within a call centre or customer service environment.
• Excellent verbal communication skills, to be able to communicate with both internal and external customers and deal assertively and courteously with all enquiries, whilst managing expectations.
• Excellent written communication skills, with the ability to produce clear, concise, relevant and accurate documents and reports.
• The ability to work unsupervised and use own initiative to solve problems, taking reasoned and responsible decisions that consider all the relevant factors/Risk and information, based on Force policy and best practice.
• The ability to work effectively as part of a team.
• The ability to work calmly and effectively under pressure to highlight risks, prioritise issues, take control and respond promptly to changing situations.
• The ability to listen and question effectively, consider options for actions, and respond appropriately and sensitively to requests for information or assistance, based on training, knowledge and experience of Force policies.
• A working knowledge of Microsoft or window based packages and can demonstrate the ability to learn and use a variety of computer based systems as the post holder will be required to become proficient in the use of Surrey Police systems including Command and Control and Crime Recording systems and PNC.
• Proficient and accurate typing skills at a minimum of 30 wpm.
• The ability to analyse extract, interpret and accurately record relevant information.
• The ability to empathise with members of the public and display a high degree of tact and diplomacy whilst maintaining confidentiality and managing expectations.

Applicants may have to attend an Occupational Health consultation if required to be declared fit for the role, prior to confirmation of appointment. The room operates over 24 hours every day of the year and successful applicants will be expected to work a shift pattern to meet the demands of the business. The post holder will be required to wear uniform and adhere to Surrey Police uniform standards. The post holder is required to successfully pass Vetting/Security Check Vetting/Developed Vetting.