Part Time Contact Resolution Officer

5 days ago


Bridgend, United Kingdom South Wales Police Full time

**Force***

South Wales Police

**Role Type***

Police Staff

**Business Area***

Operational Support Services

**Department***

Public Service Centre

**Location***

HQ, Bridgend

**Grade***

SC45

**Salary***

£23,100 - £27,690 (pro rata) plus 14% shift allowance and claimable enhancements for weekend working

**Part/Full Time***

Part Time

**Hours per Week***

20

**Type of Contract***

Permanent

**Level of Welsh language ability required?***

2

**Job Advert Description***

**Some information about the role**

The Joint Public Service Centre works 24 hours a day, 7 days a week, 365 days a year. It’s a fast paced ever changing environment which is right at the heart of the action for the Police service within South Wales.

Joint Public Service Centre Call Handlers are highly trained and skilled, they deal with all emergency calls received through 999 and all non-emergency calls received via 101. In addition to recording incidents and giving advice, the call handlers are also trained to record and investigate certain types of incidents and crimes all with the aim of giving the most effective and efficient service to the caller.

Whilst it is a highly responsible, challenging and varied career, it is also incredibly rewarding and fulfilling. Having the ability to help someone in their hour of need and make a real difference can be life changing, not just for people who need the Police but the Policing family too. Whilst some calls can be exciting, many are highly emotional and it’s the responsibility of the Joint Public Service Centre Staff to remain calm, whilst reassuring the caller and gaining all the vital information. Our teams are completing the initial assessments around threat, harm, risk and vulnerability based on the information they have obtained and making the decisions of how the callers need is best met - a real chance to make a difference

**What we’re looking for.**

We are looking for enthusiastic and ambitious applicants with a positive approach and good telephone manner with people. Individuals who have transferable skills who are looking for a new opportunity to develop, gain knowledge and new experiences then this may be the job for you

**What you can expect from us.**

You will be part of the team. We will train and support you throughout your training and probationary period to ensure you understand your role and responsibilities. The 6 month probationary is there for us to train you, giving you the time necessary to learn and understand the complexity of the role.

**Some more information**

You would commence on grade 4/5 and initially undertake Call Handling training. The first 15 weeks is full time (7 weeks of which is classroom based) and no significant annual leave can be accommodated within this period. Following the classroom based training you will move into full time working within the Public Service Centre to build upon experience and confidence in fulfilling the call handling duties with the full support of the team. Beyond initial training you will move to part time hours of 20 hours per week following a rotation of the 2 week pattern sample below and your pay will be adjusted to reflect this. Please note the pattern start date will be confirmed within the first few weeks of employment.

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Sunday

Week 1

17:00 - 22:00

16:00 - 21:00

17:00 - 22:00

17:00 - 22:00

Week 2

17:00 - 22:00

17:00 - 22:00

17:00 - 22:00

16:00 - 21:00

**Overtime**

Once fully competent, there are overtime opportunities.

**Application criteria



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