Counter Services Officer

A Counter Services Officer is the first point of contact for the people of Dorset at one of our stations. The role involves being the first face-to-face contact for the public to report crimes and incidents of a policing nature at a police station and deal with 101 and other non-urgent enquiries by other means.

Key responsibilities include:

• Providing an initial response to a wide range of enquiries from the public and other agencies, offering advice, information, and guidance on legislation, policing responsibilities, and police complaints, and where appropriate, 'signposting' to partner agencies.
• Receiving and recording information appropriately and accurately, complying with GDPR.
• Dealing supportively and reassuringly with witnesses, victims, and the public, escalating to other police resources where appropriate.
• Helping members of the public across a broad range of policing-related enquiries, including disturbing reports and material due to the nature of policing.

The purpose of policing is to safeguard the public and help detect and prevent crime, and the CSO is a vital part of these core principles.

We are looking for the following:

• Proven customer-focused approach, with the ability to show empathy and understanding where needed.
• Excellent communication skills, including experience in dealing with conflict and a level of professional curiosity.
• Ability to work under challenging and difficult circumstances and be able to problem solve.
• Effective teamwork skills and an ability to be self-motivated.
• Knowledge of Microsoft Outlook, Teams, and Word with the ability to use multiple bespoke IT systems (or similar).

Benefits include:

• A competitive salary with yearly increments plus Weekend Working Allowance.
• Access to heavily subsidised gym membership.
• 25 days a year leave entitlement, increasing to 30 days after 5 years continuous employment, plus bank holidays (pro rata for part-time workers).
• Company sick pay.
• Job-related equipment, as required.
• Access to the Blue Light Card Scheme for discounts and services.
• Free onsite parking at many police sites throughout the counties.
• Access to Group insurance scheme (via salary sacrifice scheme).
• Support networks, free Employees' Assistance Programme, Occupational Health and wellbeing services.
• Development and training opportunities.
• Supportive and flexible training plan, including regular check-ins throughout your initial period of joining us.
• Flexitime, with the ability to undertake your hours flexibly and in line with business need.

The shift pattern for each Contact Services Officer varies. Successful candidates will be required to attend an initial induction course, which will likely be a full two weeks (37 hours each week), plus additional courses thereafter as required. Training will include performing the non-emergency telephony triage role and familiarising with the types of enquiries received into the Force Command Centre.

Travel to other police enquiry stations for initial training and mentoring may be required. Candidates will be supported and trained to achieve proficiency in their role by the end of their 12-month probationary period. Overtime can be claimed for any additional hours for training purposes.

We aim to build our workforce to reflect the rich diversity and complexities of our communities by attracting the best talent from the widest pool of people. We are currently under-represented by women, people who are Black, Asian or of ethnic heritage, and people who are disabled or neurodiverse. If you fall within one of these under-represented groups, our Positive Action Team can provide support ahead of a recruitment process.