National Enquiry Point Operator

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

- 252382**Salary**:

- £22,182 - £24,488- All salaries are pro rata for part-time staff**Job grade**:

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

- Permanent**Type of role**:

- Contact Centre**Working pattern**:

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

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Dumbarton, G82 1NLAbout the job

**Job summary**:
**About COPFS**

The Crown Office and Procurator Fiscal Service is responsible for the investigation and prosecution of all crime in Scotland; the investigation of deaths which require further explanation; and the investigation of complaints against the police

**Job description**:
**General Responsibilities, Activities and Duties**

The Crown Office and Procurator Fiscal Service is the sole prosecuting authority in Scotland. Our Enquiry Point Operators provide the vital operational support that keeps our offices running smoothly.

Enquiry Point Operators will respond to enquiries by telephone and will be expected to engage with a wide range of people from victims and witnesses of crime, Police Scotland and other stakeholders. It is important and often challenging work that can have a real impact on people’s lives.

Our Enquiry Point operates under a call centre environment with operators required to work to the shift patterns provided and be available to attend the Dumbarton Office.

**Role Specific Responsibilities, Activities and Duties**
- Answer calls and resolve enquiries at first point of contact from members of the public; Police Scotland and other stakeholders whilst providing an excellent level of customer service
- Liaising with colleagues within other offices, transferring calls where appropriate
- At times calls may be in relation to complaints and staff will be required to raise formal complaints through our internal systems.
- Our operators will also receive training on handling difficult callers and dealing with vulnerable members of the public.

Although the role will primarily involve answering calls the following roles may also be carried out:

- Updating Witness Contact Screen
- Responding to text message enquiries from people with a hearing impairment or people without speech
- Collating statistical information and populating spreadsheets
- Creating records where there are changes of address and telephone numbers and notifying colleagues of those changes.

Full training will be provided and staff will be expected to successfully complete assessments throughout and at the end of the initial training period.

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

**Person specification**:
**Essential Criteria Required**
- Five National 5’s (including English) or equivalent; or proven experience of general office work.
- Literacy and fluency in English
- Strong word processing skills
- Strong organisational skills

**Desirable Criteria**
- Previous contact centre experience
- An understanding of the work of COPFS and it’s position in the Justice Sector
- Experience in a criminal justice environment

**Conditions of Post**
- Fixed hours between 08:30 - 17:00
- Travel to Dumbarton Procurator Fiscals Office 5 days a week
- Mandatory Working some Public Holidays due to nature of role. Typically, a couple of days per year.

**Benefits**:
We offer an excellent range of benefits which include:

- Generous Civil Service Pension employer contribution, on average over 26% of your pay.
- 25 days paid holiday + 11.5 public and privilege holidays (rising to 30 days paid holiday after 4 years).
- Flexible working hours and Family friendly approach to work
- Cycle to Work Scheme and Season Ticket Loans.
- Employees Wellbeing Support with Mental Health First Aiders and access to an Employee Assistance Programme.

Things you need to know

**Selection process details**:
**Contact Us**

**Additional Information**

Please note that we do not accept CVs.

Selection will be competency based.

We are an Equal Opportunities Employer.

Crown Office and Procurator Fiscal Service (COPFS) has ongoing measures and guidance in its response to Covid-19 (Coronavirus) and would like to advise applicants that a decision has been taken that all interviews and any other discussions in the process will be conducted in a virtual/remote setting.

In order to facilitate this way of working, COPFS asks all applicants to ensure that they have a suitable space to participate in the virtual interview and discussions as well as access to a personal device of choice by which you can undertake the interview/assessment if selected. Please ensure that your personal Wi-Fi/Broadband capacity will be sufficient to carry both audio and video.

Please note that COPFS has exemptions from the Rehabilitation of Offenders Act (1974).

COPFS must also adhere to strict Civil Service and Cabinet Office Baseline Personnel Security Standards regarding national