101 / 999 Call Handler (Contact Officer) Location Melton 2

Meeting the needs and expectation of individuals by providing appropriate help and advice, taking all concerns seriously and explaining what will be done to address them, including whether any further actions will be taken and why.
Assesses situations, draws logical conclusions from the information available and uses judgement and knowledge to identify the best available options in accordance with the THRIVE Decision Making model interpreting daily the coding and counting rules for crime reporting and incident recording.
Receives and responds to incoming contacts directed to the Force Control Room via any source including 999 emergency, non-emergency, and all other contact types. Ascertains the purpose and nature of each contact eliciting relevant and sufficient information to enable an accurate and timely assessment of appropriate means of resolution.
Records details of information received, advice given, and action taken directly onto Force IT systems in accordance with NSIR standards

The role is ideal for someone who has a calm head under pressure, has a real eye for detail and for someone who is accurate when it comes to capturing and processing information. We often must make split second decisions based solely on what we have been told by someone on the other end of the phone who may be injured, distressed, or involved in an ongoing crime where time is very much of the essence.

To be considered, you must have experience of communicating effectively with people at all levels, often in distressing, delicate or confrontational situations. You must also have experience of working in a customer-orientated environment. Ideally, you will have experience of working in a secure/confidential environment., A good standard of education sufficient to meet the requirements of the role.
Awareness of the Data Protection Act.
Experience of communicating effectively with people at all levels, often in distressing, delicate or confrontational situations.
Experience of working within a telephony-based customer service environment.
Excellent communication skills with the ability to question telephone callers in a thorough, organised, and effective manner.

Initial training will consist of working office hours Monday to Friday.

You will then be placed on shift and be expected to work a shift pattern, which covers 24 hours a day / 7 days a week / 365 days a year. The shift pattern covers 24 hours '4 on / 4 off' shift pattern with 20% shift allowance plus weekend working allowances.

(Attached is an example shift pattern)

There is great potential for growth within this role and it offers real variety as our call handlers are trained to perform numerous roles within the Force Control Room.