Switchboard Customer Contact Agent

**Switchboard Customer Contact Agent (101 First Contact)**

Closing Date: Friday 8th December 2023 at 5pm
Work Type: Full Time (37 hours) - Permanent

**Salary**: £24,921 - £27,789 per annum plus shift and weekend working allowances
Department: Norfolk County Policing Command
Location: OCC, Wymondham

Activities and Responsibilities of the Post

Principle Purpose of the role

The successful applicant will be an enthusiastic person with excellent communication and problem-solving skills. You will be required to administer various computer-based systems such as Computer Aided Dispatch (CAD), Live Chat and Telephony systems.

The Contact & Control Room is the hub of Norfolk Constabulary’s services.

Main Activities of the Role
- Direct incoming contacts within Norfolk Constabulary, sometimes calling Airwave units directly
- Initial handling / recording of threats, e.g bomb/fire, difficult callers and persistent callers
- Grade public contacts for operational requirements using the THRIVE principles
- Investigate source of contacts as required
- Maintain internal telephone directories
- Collate and forward electronic messages to staff and officers utilising Airwave to ‘point to point’ call officers
- Providing flexible working hours/overtime on call as required
- Complete administrative tasks relevant to the role
- Signpost non police related contacts to partner agencies
- Where possible, resolve issues to avoid unnecessary demand on the Control Room and front-line policing
- Reroute misrouted and misdialled 111 calls intended for the NHS
- Research WEBSTORM to check for major incidents, road closures etc. in order to advise members of the public
- Research systems to establish details of Officer In Charge (OIC) and their availability to enable information to be processed
- Research STORM Diary to enter details of diary appointments
- Research STORM Diary to locate appropriate police officers on behalf of members of public
- Use the tannoy system to locate officers in main stations
- Any other duties that are commensurate with the role and grade as may be requested by management

Person Specification

It is essential that applicants meet the following criteria:

- Good numeracy and literacy skills
- Experience of working in a customer service environment
- Good keyboard skills and working knowledge of Microsoft Office suite, in particular Outlook
- Excellent verbal communication skills with an ability to retain a clear, professional approach with officers and staff of all levels and members of the public
- Demonstrate an ability to work effectively under pressure
- Ability to work on a shift pattern including evenings, weekends, and bank holidays

It is desirable that applicants meet the following criteria:

- Previous Switchboard experience or previous experience in a customer service call-centre environment

Hours of work are 37 per week on a rotating shift pattern, which will include weekend and out-of-hours working for which the appropriate allowances will be paid. These posts are offered on a permanent basis.

Special conditions / Points to note
- There will be a requirement to work Monday to Friday 0800-1600 for 2 weeks training on commencement of the role
- The purpose of this job description is to indicate the general level of the duties and responsibility of the role, the duties may from time to time vary without changing the general character of the role or the levels of responsibilities
- Whilst the role is normally based at Wymondham, you may be required to work at other establishments within Norfolk Constabulary as may be reasonably required. Police Staff Conditions of Service will be adhered to in such instances
- All duties must be carried out in accordance with relevant Health and Safety legislation and good practice. A ‘No Smoking in the Work Place’ policy applies.
- All duties must be carried out in a manner that supports the Constabulary’s commitment to equality and inclusion
- The post holder will be required to work a shift pattern to include lates and weekends. On occasions overtime may be offered

Norfolk constabulary is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all employees and volunteers to share this commitment.

Consideration will be given to whether the post can be delivered on either a part time or job share basis, in line with the organisational requirements of this role.

Please view our vacancy advert on our website using the supplied links. This will give you further information on how to apply.

**Job Types**: Full-time, Permanent

**Salary**: £24,921.00-£27,789.00 per year

**Benefits**:

- Cycle to work scheme

Schedule:

- Monday to Friday
- Weekend availability

Work Location: In person