Contact Centre Agent

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

- 297360**Salary**:

- £20,281 - £21,700- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Administrative Assistant- 1a**Contract type**:

- Fixed Term**Length of employment**:

- 12 month fixed term appointment.**Business area**:

- COP - Corporate Service and Business Development**Type of role**:

- Contact Centre
- Policing**Working pattern**:

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

- 3Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- This post can be based at our sites in either Harrogate (HG3 1UF) or Durham (DL15 8DS)About the job

**Job summary**:
We have an exciting opportunity for a Contact Centre Advisor to join our client, a professional body for the police service in England and Wales, they work with everyone in policing to set standards, share knowledge and good practice, and to support the development of police officers and staff.

**Job description**:
The role is a 1 year fixed term contract where you will receive full training to be the first point of contact for the organisation's staff, stakeholders and the general public. After successfully completing the training programme there is an opportunity for the role to be made permanent with promotion.

You will be required to professionally receive, process and where possible resolve issues relating to internal systems, and E-Learning system within agreed timeframes. You will be expected to also handle enquiries from stakeholders and members of the public relating to procedures and guidance offered by the organisation.

**Person specification**:
**Duties include**:

- Acknowledge, record and process all initial customer contacts received into the Customer Contact Centre and ContactUs mailboxes or by phone in a prompt, professional and timely manner, gathering all relevant information to resolve, escalate or redirect as appropriate and responding to the customer in line with Service Level Agreements (SLAs).
- Take ownership of customer incidents, referring second level IT service requests to Contact Centre Advisers, or liaising with other departments as appropriate, seeing them through to resolution whilst maintaining a positive and customer-focused approach to showcase professionalism.

**Benefits**:

- Alongside your salary of £20,281, College of Policing contributes £5,475 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.The College is a great place to work. We're passionate about our people and offer a wide range of benefits, including (but not limited to):

- Defined benefit pension schemewith an average employer contribution of 27%
- Up to 30 days holiday (this is in addition to 8 public holidays and 2.5 privilege days)
- Continued professional development and structured career paths
- Enhanced maternity, paternity and adoption leave
- Flexi-time (for certain grades)
- A range of flexible working arrangements
- Benenden Healthcare
- National Dental Plan
- Discounts for on-line shopping
- Free employee support line
- Interest free season ticket loans
- Rewards and recognition scheme

We also have a number of thriving staff networks that provide the opportunity for advice, support and to drive change. A place to get your voice heard, share experiences and challenge our working practices to ensure equality of opportunity for all.

For more information about our benefits and staff networks, visit What we offer as an employer, College of Policing

Things you need to know

**Selection process details**:

- Feedback will only be provided if you attend an interview or assessment.**Security**:
- See our vetting charter (opens in a new window).- People working with government assets must complete baseline personnel security standard (opens in new window) checks.**Nationality requirements**:
This job is broadly open to the following groups:

- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals

Further information on nationality requirements (opens in a new window)**Working for the Civil Service**:

- The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
- We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).-
- Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.**Contact point for applicants**:
Job contact:

- Name:
- College of Policing HR team
Recruitment team