At a Glance
- Tasks: Be the first point of contact for emergency and non-emergency calls to the police.
- Company: Join Essex Police, a supportive and diverse organisation dedicated to community safety.
- Benefits: Competitive salary, shift allowances, and opportunities for professional development.
- Other info: Flexible shift patterns with excellent career progression opportunities.
- Why this job: Make a real difference in your community while developing valuable skills.
- Qualifications: GCSE in English and experience in customer service or call centre roles.
The predicted salary is between 27204 - 29859 £ per year.
Full‑time opportunities (average of 37 hours per week), working a rotating shift pattern of 6 on 4 off (2 early's, 2 lates and 2 nights), covering a 24‑hour period 7 days a week, based in Chelmsford.
Initial training may be based in Chigwell or Chelmsford.
Please note that public transport does not serve the Chigwell site, therefore you must have access to your own transportation.
Transport provision/support may be available if required.
The salary for this role is £27,204 to £29,859 per annum exclusive of shift and weekend working allowance, (up to £32,644 to £35,830 per year inclusive of 20% shift allowance, when the full range of shift patterns are worked).
This role will still operate on a rotating shift pattern covering a 24/7 period 365 days per year.
About the role
Be the first point of contact for emergency and non‑emergency contact to the police service, both from members of the public and partner agencies.
Receive and critically assess all types of contacts, including 999, 101 telephone calls and other types of contacts, online or in person, maintaining high levels of customer service, managing expectations and meeting national and organisational service level agreements and taking appropriate response action.
What will you be doing?
- Identify the purpose and nature of each contact by eliciting relevant and sufficient information to enable an accurate and timely assessment of appropriate means of resolution.
- Assess threat, harm, and risk, and identify the appropriate action to resolve or determine the appropriate agency, deployment grading, and priority of contacts.
- Manage customer expectations regarding the service that can be provided by giving advice and taking appropriate action.
- Maintain accurate records of relevant information using appropriate systems to ensure an audit trail and to measure and improve performance.
What qualifications and experience do you need?
- GCSE in English at grade C or above, or equivalent qualification.
- Previous experience of working within a call centre or customer service environment.
- Excellent verbal and written communication skills are essential to communicate with those contacting the police, dealing assertively and courteously with all enquiries whilst managing expectations.
- The ability to learn and use a variety of computer‑based systems; the post holder will need to become proficient in using Essex Police systems including command and control, crime recording and intelligence, as well as national police databases.
- Ability to work flexibly on a shift pattern that covers working 24 hours a day, all year round.
- Ability to work effectively as part of a team without supervision.
- Eligibility
This post is open to British citizens, members of the European Commission or other states in the European Economic Area.
If you are a Commonwealth citizen or a foreign national, you must be a resident in the UK free of restrictions and with indefinite leave to remain.
All applicants must have lived in the UK continuously for the past three years.
Location
The role is based at Essex Police HQ, Chelmsford or Great Dunmow, Essex.
If you do not have a driving licence, we recommend checking public transport to ensure you are able to attend all shifts, as public transport is limited early morning and late nights.
Training may be held at different police premises within Essex, so you must be prepared to attend different locations.
We have a fallback location based at Great Dunmow and Chigwell that is used occasionally; you will need to ensure that you are able to attend all locations and when required, dependent on operational requirements.
All of our posts require a level of vetting and security clearance. During the recruitment process you will be sent vetting information forms to complete.
Equal opportunities
Essex Police welcomes applications regardless of age, disability, marital status (including civil partnerships), pregnancy or maternity, race, religion or belief, sexual orientation, transgender, sex (or gender) or employment status.
Essex Police is an equal opportunities employer. Communications may be recorded for monitoring purposes.
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Contact Centre Officer (Headquarters, Chelmsford) employer: Essex Police and Kent Police
Essex Police and Kent Police offer an exceptional work environment for the Senior Service Delivery & Supplier Manager role, characterised by a strong commitment to employee well-being and professional development. With benefits such as 25 days of annual leave, flexible working arrangements, and a collaborative culture, employees are empowered to thrive while making a meaningful impact in their communities. The focus on training opportunities ensures that staff can continuously grow and advance in their careers within a supportive team atmosphere.
Contact Details:
Essex Police and Kent Police Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Officer (Headquarters, Chelmsford)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Essex Police and Kent Police. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Essex Police and Kent Police before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre Officer (Headquarters, Chelmsford)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Essex Police and Kent Police:Your cover letter is your chance to shine! Tell us why you want to work at Essex Police and Kent Police specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Essex Police and Kent Police!
How to prepare for a job interview at Essex Police and Kent Police
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
