999 Call Handlers

We are seeking a highly skilled and motivated individual to join our team as a 999 Call Handler in our Police Contact Centre. As a key member of our team, you will be responsible for responding to emergency and non-urgent communications, providing excellent customer service, and working collaboratively with our team to identify risks, protect the public, and detect crime.

• Respond to calls from members of the public in emergency and non-emergency situations, identifying risks and caller needs through effective questioning and decision-making.
• Ensure all members of the public contacting us are offered advice and support, and are made fully aware of what action will be taken in line with our policies and procedures.
• Compile reports based on customer details, identifying vulnerability issues, repeat victims, or risks, and referring to appropriate officers or departments as needed.
• Update existing crime reports with further information, ensuring accurate completion in accordance with Force and Home Office Guidelines.
• Record and use information on our Force Information Systems in a timely and accurate manner, and in compliance with Force policy.
• Undertake administrative duties associated with the effective operation of the Contact Centre, as directed by Contact Centre Supervisors and Performance Managers.
• Coach and mentor new personnel in the role of Contact Centre Operator, updating and maintaining accurate records of capabilities and development needs.

• Either English GCSE Grade C or above, English 'O' Level, or equivalent.
• Previous demonstrable experience of working within a call centre or customer service environment.
• Excellent verbal communication skills, to be able to communicate with both internal and external customers and deal assertively and courteously with all enquiries.
• Excellent written communication skills, with the ability to produce clear, concise, relevant, and accurate documents and reports.
• The ability to work unsupervised and use own initiative to solve problems, taking reasoned and responsible decisions that consider all the relevant factors/Risk and information, based on Force policy and best practice.
• The ability to work effectively as part of a team.
• The ability to work calmly and effectively under pressure to highlight risks, prioritise issues, take control, and respond promptly to changing situations.
• The ability to listen and question effectively, consider options for actions, and respond appropriately and sensitively to requests for information or assistance, based on training, knowledge, and experience of Force policies.
• A working knowledge of Microsoft or window-based packages and the ability to learn and use a variety of computer-based systems.
• Proficient and accurate typing skills at a minimum of 30 wpm.
• The ability to analyse, extract, interpret, and accurately record relevant information.
• The ability to empathise with members of the public and display a high degree of tact and diplomacy while maintaining confidentiality and managing expectations.

We offer a competitive salary and benefits package, as well as opportunities for career development and growth. As a key member of our team, you will have the opportunity to work in a dynamic and fast-paced environment, and to make a real difference in the lives of our customers.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.