Overview
Northumbria Police is seeking a Customer Service Specialist in the Communications Department. The role is the first point of contact for many customers by telephone and through digital channels. The team delivers an outstanding customer service experience, aiming to resolve queries at first contact and provide professional advice and effective signposting. The role involves handling a range of public interactions and supporting the organisation in delivering high-quality service.
Responsibilities
- Handle customer contact via 101 and through digital platforms (web chat, online reporting forms, social media).
- Identify, assess and mitigate risk where required to ensure the correct response is allocated.
- Engage with members of the public experiencing a range of emotions and adapt communication style to meet needs.
- Interact with police officers, professionals and partner agencies.
- Develop an in-depth knowledge of all aspects of the organisation to support informed customer service.
- Aim to resolve customer queries at first point of contact and reduce demand on other departments.
- Work effectively in a busy environment, remaining resilient under pressure and adaptable to change.
- Support full-time shift patterns (37 hours per week) including weekend and bank holiday work.
Qualifications
- Excellent communication and listening skills with the ability to build rapport quickly.
- A passion for problem-solving.
- Ability to assess and understand key information.
- Confidence to multitask and record information accurately with attention to detail.
- IT competence across a range of applications.
- Commitment to delivering outstanding customer service and ensuring accuracy.
Benefits and Additional Information
- 26 days' leave (increasing to 30 days after 5 years of service) plus 8 bank holidays.
- NHS Fleet Solutions car lease scheme.
- Enhanced maternity, shared parental and adoption leave.
- Public sector pension scheme with up to 16% employer contribution.
- Corporate travel schemes with local rail, bus services and metro discounts.
- Private healthcare and eye test vouchers.
- Discounts with the Blue Light Card and Blue Light Tickets.
- Paid sick leave, on-site mental health support, and employee advisory services.
- Access to gyms in some stations; sports and social club; cycle to work scheme; opportunities to volunteer locally.
Additional information: Northumbria Police serves a diverse community and welcomes applicants from all backgrounds. Appointments are based on merit. If you have a disability, adjustments can be made during the recruitment process. For support, contact careers@northumbria.police.uk. The recruitment process may include vetting, medical information and references, and successful applicants will be required to reside in the UK for a minimum period of three years for vetting checks.
