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Contact Centre Operator

3 months ago

Devizes, United Kingdom Wiltshire Police Full time

Role type 1- Police Staff
- Contract duration 1- Permanent
- Contract type 1- Full Time
- Location 1- Headquarters Devizes
- Proposed Interview Date 1- 9 February 2024
- Grade/scale 1- W5 £25,668 - £26,868
- Vetting List 1- RV
- Find out if you are eligible
- Vetting | Wiltshire Police
- This/These post(s) attract allowances 1- Shift Allowance
- Risk assessed factors 1- Prolonged sitting / standing, Shift work
- Shift percentage 1- 20%
- Hours per week 1- 37
- Closing date
- 26/02/2024, 23:55
- Job description 1
- **Wiltshire Police - Call Centre Operator July 2024**
- **Permanent Position - 37 hour working week, shift rota that covering 24 hours per day 365 days per year**:

- **Start date is 15th July 2024, with an 18 week training and tutorship programme - we ask that you do not book holiday within this period, there will be other opportunities to join at a later date (which will be confirmed nearer the time**)
- ** Initial 7 week classroom based training 8am - 5pm Monday to Friday**:

- **Located at Police HQ, Devizes**:

- **Salary £25,668 rising to £28,161 after qualifying period**, plus 20% shift allowance for weekend/unsociable hours (not applicable to initial training schedule)**

Are you a strong communicator with a calm and reassuring manner, looking to join a thriving call centre environment? Would you like to join a team working in a fast paced, high-pressure environment, in a role which challenges but is extremely rewarding? We are currently recruiting for Contact Centre Operatives to join our 999, 101 and online Crime Reporting teams in July 2024, covering a 24/7 shift rota. You will receive full training, with the initial seven weeks (classroom-based training) working 8am to 5pm Monday to Friday.

We are exceptionally proud of our Crime and Communications Centre, which puts our communities at the heart of everything we do. After training, as a call handler you will be skilled at dealing with all emergency (999) and non-emergency (101) calls, and identifying risk, threat and vulnerability to help you prioritise the incident correctly. In addition, we also have opportunities in Crime Recording and Incident Control, which are both highly skilled roles within the control room.

You will need to be able to assess and respond to situations quickly, therefore remaining calm and focused under pressure is essential. You must have clear and effective communication (written, verbal and listening) to be able to reassure and advise the public, or liaise with police officers via radio. You will use a wide variety of systems to document incidents quickly and accurately, therefore computer and typing skills are essential.

**Main duties will include**:

- Answering 999 or 101 calls from members of the public, offering support and advise as required
- Accurately recording information in a timely and professional manner
- Liaising with Police Officers via radio, co-ordinating attendance to locations throughout the county
- Prioritising incidents, reacting quickly and efficiently to constantly changing situations

**The successful applicant will have**:

- Excellent communication skills (written, verbal and listening)
- The ability to work a 24 hour shift system that covers 365 days per year
- Sound judgement and decision making skills
- The ability to multi-task and prioritise workload

It is strongly advised that you have access to your own car in order to manage the shift pattern.

Alongside role and career development opportunities, we offer fantastic employee benefits such as free on-site gym (Devizes), physical and mental wellbeing support, 25 days annual leave (increasing to 30 days after 5 years’ service) and a generous pension scheme. You will be provided with a uniform and on-site free parking.

- National Insurance Number
- Identification Detail e.g. passport
- Address information
- Referee information
- Full employment history including dates and any qualifications you may have attained
- Tattoos - you will also be requested to provide photos and describe of any visible tattoos you have
- A Passport style photograph
- A copy of your photo card driving licence
- A downloaded DVLA summary showing full driving record
- A copy of your paper driving licence counterpart (Northern Ireland only)
- Copies of your qualifications relating to English and Maths (only)
- Clear, colour photos of any non-intimate tattoos
- Formal translation from a reputable source for any foreign language or symbol tattoos
- Any paperwork relating to discharged debts, CCJ, bankruptcy etc
- Deed poll certificate for any name changes
- Click here to download the Guidance Notes- Click here to download the STAR Guidelines