Switchboard Customer Contact Agent (101 First Contact)

The switchboard is the first point of contact into the Constabulary and the Customer Contact Agent role is to assess each contact quickly (for example phone calls, Live Chat and emails) and effectively and appropriately signpost the customer or escalate the call for service.

The successful applicant will be an enthusiastic person with excellent communication and problem-solving skills. You will be required to administer various computer-based systems such as Computer Aided Dispatch (CAD), Live Chat and Telephony systems.,

• Good numeracy and literacy skills
• Experience of working in a customer service environment
• Good keyboard skills and working knowledge of Microsoft Office suite, in particular Outlook
• Excellent verbal communication skills with an ability to retain a clear, professional approach with officers and staff of all levels and members of the public
• Demonstrate an ability to work effectively under pressure
• Ability to work on a shift pattern including evenings, weekends, and bank holidays
It is desirable that applicants meet the following criteria:
• Previous Switchboard experience or previous experience in a customer service call-centre environment
  
  There will be a requirement to work Monday to Friday 0800-1600 for 2 weeks training on commencement of the role
• Whilst the role is normally based at the aforementioned location, 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 weekend and out-of-hours working for which the appropriate allowances will be paid. Job Types: Full-time, Permanent Pay: £24,921.00-£27,789.00 per year