Ecrs Call Handler

4 months ago

London, United Kingdom City of London Police Full time

**Type of contract: FTC ( **1 Year, to be reviewed thereafter)

**Rank/Grade**:C

**Directorate/Department**:Economic Crime Directorate (ECD)/NFIB

**Vetting level required: RV/ **CTC

**Location**:City of London Police, Guild Yard East, London, EC2

**Salary**:£29,030 plus £6,710 per annum London Weighting

We have an exciting opportunity to join the NFIB, as a call handler/advisor, taking reports of cyber-crime from businesses. The NFIB is part of the City of London Police, the national lead force for fraud and economic crime.

You will be the first point of contact, providing advice and support to victims who may have been impacted by cyber-crime. Some of these calls may be with vulnerable people and be of a sensitive nature, so excellent listening and questioning skills are required, to understand the circumstances, and ensure that victims are dealt with sensitively.

In addition to this, you will ensure that all information is recorded onto NFIB’s Crime Reporting Databases, accurately, escalating where necessary, to ensure the caller is supported appropriately.

This is a real opportunity to be at the forefront of making a difference to victims of this crime type.

You will be working on a developing shift pattern, according to need, initially working core hours, Monday to Friday, likely to be between 8am - 8pm. Potential weekend working will be required on a rotational basis, as the shift pattern develops in accordance with demand.

You will become the gateway into the police service and have the opportunity to become an expert in the identification of cyber-crime and fraud. This will be a rewarding role with great job satisfaction, working within the UK’s national reporting centre for fraud and cyber-crime, providing a service to support victims of economic crime.

You will also be responsible for referring victims to relevant agencies that offer victim support, crime prevention and cyber response and recovery advice.

**Description of NFIB**

The NFIB is responsible for the analysis of Intelligence and Information to identify high harm threats in both fraud and cybercrime, identifying organised crime groups and high-level facilitators.

You will be adept at drawing out key information, to accurately record within the NFIB’s Crime Reporting Databases.

This is a key function in obtaining and recording relevant information, in accordance with Home Office Crime Recording Standards (HOCRs), and the maintenance of associated crime and intelligence management systems, will support the prompt and effective investigation and disruption activity relating to cyber and fraud related crime.

In addition, the information recorded will assist in supporting victims, and enrich the national intelligence picture, enabling Crime Reviewers to quickly establish emerging threats and methodologies adopted by fraud and cyber criminals.
- Excellent public facing skills to enable effective information gathering, victim support and assistance
- Experience in database population and information recording
- Good decision-making skills and the ability to communicate decisions to stakeholder groups and effectively manage their expectations
- The ability to communicate clearly, both verbally and in writing.
- A team player **, **who will beactively supporting and encouraging each other.
- A problem solver **, **asking the right questions and offer advice and guidance is key to success in this role.
- Analytical, evaluating and assessing data effectively
- Process driven, working to agreed standards and procedures
- PC literate, required to enter data accurately onto multiple systems in a timely manner, therefore, the knowledge of, and the ability to use computers and related technology is essential
- Patience and resilience, as some calls may be lengthy and complex and require strong listening skills
- Empathetic, as you’ll be speaking with a wide range of individuals, some of a vulnerable nature

**Desirable Criteria (If applicable)**:

- A proven customer services background
- A proven background in call handling/advisor
- Experience and knowledge of cyber-crime and fraud

**Vetting**

This role requires vetting in accordance with Non-Police Personnel Vetting (NPPV) Level 2.
- This vacancy is open only to those who have the right to work in the UK.
- A criminal record and financial background check conducted for yourself and your immediate family /co-habitees.
- You must ensure you provide the above required information, failure to disclose will delay your vetting and/or withdraw our offer of employment to you.

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