National Enquiry Point Operator

2 weeks ago


Glasgow, United Kingdom Crown Office and Procurator Fiscal Service Full time

**Details**:
**Reference number**:

- 347082**Salary**:

- £25,235 - £28,131-
- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Administrative Officer- COPFS Band B**Contract type**:

- Permanent**Type of role**:

- Administration / Corporate Support**Working pattern**:

- Full-time, Part-time**Number of jobs available**:

- 10Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Dumbarton, GlasgowAbout the job

**Job summary**:
The managers within NEP work to foster a sense of comradery and support within the team, encouraging learning and development and always providing help when needed. With both part time and full-time positions available, this role will suit anyone who has an interest in a career within the justice system, or a desire to help others and give something back to the community.

**Job description**:
**General Responsibilities**
- Provide excellent customer service as you handle inbound calls from witnesses, victims, accused, legal professionals and police.
- Actively listen to all enquiries, support vulnerable customers, and provide procedural guidance with care and empathy.
- Communicate with members of COPFS at all levels
- Use Case Management Systems to find case information and provide updates to victims, witnesses, or the accused.

**Role Specific Responsibilities**
- Perform security checks on callers to confirm identity before issuing any sensitive case information.
- Update our case management systems after each call to ensure contact information is correct and an accurate log is kept of enquiries and outcomes.
- Use our in-house contact data sheet as reference to ensure calls are being passed to the correct COPFS department or staff member.
- Conduct in-call screenings on distressed callers to assess whether a welfare check may be necessary, escalating to management if appropriate.
- Attend monthly team briefings with management to discuss monthly performance levels and achievements, statistics, and focus training sessions.
- Manage multiple mailboxes on a rotational basis, responding to all written enquiries.
- Use gained knowledge of COPFS policies and procedures to provide guidance to internal and external stakeholders.

**Please note this is not an exhaustive list and other duties may be required as appropriate to the role.**

**Person specification**:
This role will suit you if you are motivated to make a difference to victims, witnesses and users of the legal system, providing the best possible support.

You should be resilient to distressing information as you will be exposed to this regularly and you should not be afraid to ask for help when you require it.

**Essential Criteria**
- Strong communication skills both verbal and written, with the ability to determine the needs of others.
- Proficiency in using computer systems such as Microsoft to help achieve a goal.
- Ability to actively listen to others and provide empathetic and impartial guidance.

**Benefits**:

- Alongside your salary of £25,235, Crown Office and Procurator Fiscal Service contributes £6,813 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.We offer an excellent range of benefits which include:

- 25 days paid holiday + 11.5 public and privilege holidays (rising to 30 days paid holiday after 4 years).
- Generous Civil Service Pension employer contribution, on average over 27.1% of your pay
- Flexible working hours and family friendly approach to work.
- Cycle to Work Scheme and Season Ticket Loans.
- Employee Wellbeing Support with Mental Health First Aiders and access to an Employee Assistance Programme.

Things you need to know

**Selection process details**:

- Feedback will only be provided if you attend an interview or assessment.**Security**:
- People working with government assets must complete baseline personnel security standard (opens in new window) checks.**Nationality requirements**:
This job is broadly open to the following groups:

- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)**Working for the Civil Service**:

- Please note this Post is NOT regulated by the Civil Service Commission.-
- Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.**Contact point for applicants**:
Job contact:

- Name:
- Audrey Hayes
Recruitment team

**Further information**:



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