Police Contact Centre Operative
2 weeks ago
**Role Overview:**
Surrey Police is currently recruiting for a Police Contact Centre Operative to join their team in Mount Brown Guildford. As a Contact Centre Operative, you will be responsible for responding to emergency and non-urgent communications, providing excellent customer service, and ensuring the effective use of Surrey Police resources.
**Responsibilities Include:**
- To receive calls from members of the public in both emergency (999 calls) and non-emergency (101) situations, identifying risks and caller needs through effective questioning, assessing available options, and deciding on the most appropriate action to be taken.
- To ensure all members of the public contacting Surrey Police are offered advice and support, made fully aware of what action will be taken in line with Surrey Police policies and procedures.
- To compile reports based on details provided by customers, identifying any vulnerability issues, repeat victims or risks, potential witnesses, solvability factors, and evidence that may need to be preserved, gaining intelligence for future investigations.
**Essential Criteria:**
- Either English GCSE Grade C or above, English 'O' Level, or equivalent, e.g., OCR Level 2 in Literacy.
- 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, while managing expectations.
- 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 relevant factors/Risk and information, based on Force policy and best practice.
**Annual Salary:** £26,500 - £31,500, depending on experience.
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