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- Tasks: Be the first point of contact for non-emergency calls and help resolve enquiries.
- Company: Join Sussex Police and be part of a team dedicated to public safety.
- Benefits: Enjoy career progression, generous leave, and discounts on everyday spending.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Make a real difference in your community while developing valuable skills.
- Qualifications: Strong communication skills and the ability to make decisions under pressure.
The predicted salary is between 24000 - 28000 £ per year.
Initial Triage is the first point of contact for all non‑emergency voice contact from the public and other agencies. You will receive and critically assess these types of contact, eliciting information, managing expectations and, where able, signpost to other agencies or resolve the call using the guidance material provided. The post holder will utilise a range of systems, which will include extending calls through to the appropriate extension/Contact Officer or documenting contact as directed.
Key Responsibilities
- Answer telephone calls to Sussex Police Switchboard promptly, in a helpful and courteous manner and in accordance with public service targets.
- Use brief questioning to 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.
- Using the Engagement & Resolution flow chart, identify the appropriate action to resolve / determine the appropriate agency, or to determine whether the call is emergency/non‑emergency related and to extend the call to the appropriate Contact Officer.
- When receiving communications which are not emergencies and do not require police involvement, endeavour to resolve the enquiry or issue, without extending the call through to a Contact Officer.
- Use the Call Resolution Guide to signpost to an appropriate agency or by recording updates on police systems to notify the staff member/officer.
- When receiving communications that appear not to be a police matter, but are not listed within the Call Resolution Guide, use own initiative and professional judgement to signpost the caller to another agency or advise that it is not a police matter.
- Assist in maintaining accurate switchboard database records by making enquiries and collating information.
- Exhibit excellent verbal and written communication skills with the confidence to make decisions and deliver difficult messages.
- Communicate difficult messages to the public effectively and sensitively, using own initiative and professional judgement to give the right advice.
- Demonstrate good interpersonal skills to influence and negotiate with both internal and external persons, and deal courteously with enquiries.
- Work effectively as a member of a team.
- Implement a policing framework to make decisions, think laterally and creatively resolve incidents.
- Employ effective time‑management and prioritisation skills to ensure workload is managed to meet timescales.
- Maintain professionalism at all times, adhere to the Code of Ethics, demonstrate personal responsibility, and work with minimal supervision.
- Show understanding of confidentiality and Data Protection/Freedom of Information issues.
The starting salary for this role will usually be at the bottom of the salary range and will be pro‑rated if the working hours are less than full time.
Benefits
- Career progression
- Contributory pension scheme (LGPS)
- Generous annual leave allowance
- Discounts for everyday spend
- On‑site gyms and a range of sports clubs
- Generous and supportive parental leave
- Financial and mental wellbeing guidance and support
- Discounted contributory healthcare scheme
Initial Triage Officer in Lewes employer: Surrey Police
Contact Detail:
Surrey Police Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Initial Triage Officer in Lewes
✨Tip Number 1
First things first, practice your phone skills! Since you'll be the first point of contact, it’s crucial to sound confident and friendly. Grab a mate and do some mock calls to get comfortable with asking the right questions and managing expectations.
✨Tip Number 2
Know your stuff! Familiarise yourself with the Call Resolution Guide and Engagement & Resolution flow chart. The more you know about how to handle different situations, the better you'll be at making quick decisions during the real deal.
✨Tip Number 3
Show off your interpersonal skills! When you're chatting with callers, remember to listen actively and respond sensitively. This will help you build rapport and make it easier to communicate those tricky messages when needed.
✨Tip Number 4
Finally, don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team and making a difference in the community.
We think you need these skills to ace Initial Triage Officer in Lewes
Some tips for your application 🫡
Be Clear and Concise: When writing your application, make sure to get straight to the point. Use clear language and avoid jargon. We want to see that you can communicate effectively, just like you would in the role of Initial Triage Officer.
Show Your Problem-Solving Skills: Highlight any experience where you've had to assess situations and make decisions quickly. We love seeing examples of how you've resolved issues or signposted others effectively, as this is key to the role.
Tailor Your Application: Make sure to tailor your application to the job description. Use keywords from the posting, especially around communication and decision-making skills. This shows us that you understand what we're looking for and how you fit into our team.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Surrey Police
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of an Initial Triage Officer. Familiarise yourself with the key tasks like assessing calls, managing expectations, and using the Call Resolution Guide. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Practice Your Communication Skills
Since this role involves a lot of verbal communication, practice articulating your thoughts clearly and confidently. You might want to role-play common scenarios you could face, such as handling difficult calls or providing sensitive information. This will prepare you to communicate effectively during the interview.
✨Showcase Your Problem-Solving Abilities
Be ready to discuss examples from your past where you've had to think on your feet and resolve issues creatively. Highlight situations where you used your initiative to signpost callers or manage non-emergency inquiries. This will illustrate your ability to handle the demands of the job.
✨Demonstrate Team Spirit
The role requires working well within a team, so be prepared to talk about your experiences collaborating with others. Share examples of how you've contributed to a team environment and supported colleagues, as this will show that you can fit into their culture and work effectively with others.