Communications Officer

Communications Officer (999 Call Handler)

Grade / Rank - Band D

Salary Range - £28,302 - £31,755

The Contact & Control Room is at the heart of Norfolk Constabulary providing telephone and digital public contact and deployment of police resources.
- Are you able to remain calm, productive, and professional under pressure?
- Can you multi-task whilst delivering an accurate high quality product?
- Are you positive and proactive, possessing the desire to provide excellent customer service?
- Are you able to communicate clearly and concisely with people who are distressed or have language challenges?
- Are you innovative, resilient, and able to adapt to change?
- Do you have excellent verbal and written communication skills?
- Do you consider yourself to be a team player who works hard and respects others?
- Do you have what it takes to work in a high-pressure environment?

If you do, then please read on

Applications are invited for the above post at OCC Wymondham with initial training taking place at Dereham. We operate 24 hours per day 7 days a week so applicants will need to be flexible, and work shifts as required (including some Bank Holidays).

Norfolk Constabulary serves a diverse community, and we are keen to develop a workforce that reflects this. Visible and non-visible minority ethnic groups, people with disabilities, lesbian, gay, bi-sexual, and transgender people are currently under-represented in our workplace and therefore we particularly encourage interest from people in these groups.

**Main activities of the role**:

- Dealing with incoming contact from Police Officers, Public and Partners within response guidelines
- Working with our internal/external customers to achieve an appropriate solution
- Recording all forms of contact in accordance with National Standards of Incident and Crime Recording
- Creating and maintaining accurate incident records
- Undertaking initial investigation into incidents/crimes to determine appropriate policing response
- Liaising with other Forces and external agencies
- Interrogating all Crime/Intelligence Systems available where appropriate to role
- Gathering intelligence to meet the Policing Plan
- Flagging information to relevant departments or Officer in charge of Operation
- Providing flexible working hours/overtime/on call as required on a rotating shift basis
- Complete administrative tasks relevant to the role

**Contact Role**
- Risk assessing and grading calls for appropriate Policing response

**Control Role**
- Assessing graded response and complying with procedure and policy, deploying resources and controlling operational activity
- Any other duties that are commensurate with the role and grade as may be requested by management

**It is essential that applicants meet the following criteria**:

- Good numeracy and literacy skills
- Excellent communication skills with an ability to retain a clear, professional approach with the public and staff at all levels
- Demonstrate an ability to work under pressure
- Good problem-solving skills
- Demonstrate an ability to work effectively as part of a team
- Ability to type 30 wpm
- Working knowledge of the Microsoft Office Suite and an aptitude to learn other computerised systems

**It is desirable that applicants meet the following criteria**:

- Previous experience in a customer service call-centre environment

**Special conditions/Points to note**
- The initial 6-week training period will be worked on an 0800-1600 hrs basis and will not accrue shift or weekend working enhancements. It will take place in Dereham.
- 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 Workplace’ 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 wear the uniform provided in accordance with uniform standards

Hours of work are 37 per week on a rotating shift pattern which will include early and late shifts and weekend working, for which the appropriate allowance will be paid. This post is offered on a permanent basis.

**Benefits**
- 24 days holiday per year in addition to public holidays (rising to 29 days after five year’s service)
- Option of joining the local government pension scheme
- Option of joining the sports & social staff association and Unison and enjoying the benefits these provide
- Access to the Blue Light Card with 100s of discounts
- Paid-for training is available as is the opportunity to have mentoring, in a workplace where development is encouraged
- Access to an Employee Assistance Programme (EAP) A confidential service, available 365 days a year, 24/7, free of charge which