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Contact Resolution Officers

Merseyside Police
£17,943 to £24,030 Pro Rata (Plus shift allowance)
Closing date
1 Jun 2018

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Public Sector
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Job Details

Are you looking for a new challenge where you can make a real difference?

We’re looking to recruit Contact Resolution Officers to work in our busy Force Contact Centre, answering emergency 999 and non-emergency calls. Interested? We want to hear from you NOW!

At the heart of the action is our team of Contact Resolution Officers who come from all walks of life but they have one thing in common - they’re the first point of contact for anyone who needs help or assistance from Merseyside Police.

Whether a serious crime is in progress as you take the call, a child’s gone missing, or someone is reporting an abandoned car, you’ll be on the frontline. It’s unpredictable and sometimes challenging but you might be dealing with the most important call of someone’s life.

We need people who can stay calm in often difficult and stressful situations and keep the callers calm too so you can get as much information as possible. You need to be able to communicate clearly, concisely and accurately - police officers need to have the right information so they know what they’re dealing with and can get to the incident quickly- and you’ll need to be able to extract the relevant information from the call which isn’t easy if the caller is distressed or angry. A rewarding role changing and saving lives every day.

Daily duties will include: 

  • To receive, manage & risk assess incoming emergency & non-emergency calls, ensuring the contact received is dealt with effectively and efficiently. 
  • Reporting incidents & crimes, requesting assistance or information from the public or internal or external customers to ensure a professional service is delivered. 
  • Questioning, listening & investigation skills to prioritise, determine & risk assess the needs of the caller. 
  • Determine the level of help & assistance required, based on the information provided by the caller in relation to their possible threat, harm, risk & vulnerability. 
  • Effective questioning to assist with resolution of enquiries, incidents & crimes to minimise unnecessary deployment of police resources. 
  • Operate, input & update a wide range of IT systems as required (must be computer literate). 
  • Manage the expectations of external & internal callers. 
  • To ensure all data is accurately recorded in line with national policies & local force procedures.  

Required skills: 

  • Good standard of verbal & written communication skills with emphasis on listening & questioning skills 
  • Ability to accurately extract & record information 
  • Ability to interpret & apply policy & legislation 
  • Good interpersonal skills & experience within a customer service environment, with direct customer contact 
  • Ability to prioritise competing demands within a fast-paced environment 
  • Ability to display resilience, planning & organisational skills 

Benefits of working for Merseyside Police: 

  • Competitive Pension Scheme 
  • Generous Annual Leave 
  • Onsite parking facilities 
  • Childcare Vouchers 
  • Career & pay scale progression 

Hours: Various part time shift rosters available – Ranging from 22 hours to 29.5 hours per week. *The contact centre operates a 24/7 service so you will be required to work shifts* (Depending on shift this may include working evenings, nights & weekends. Duties will also include working Christmas, New Year, Easter & all other public holidays). 

Successful candidates MUST be available for the first 12 weeks of training to work FULL TIME (36.5) hours with a mixture of day duties in the classroom and 24/7 shifts for mentoring in the live environment.

Salary: £17,943 to £24,030 Pro Rata (Plus shift allowance) – Career Graded progression subject to assessments, vacancies & completion of training.

Click here to view shift patterns.

Applicants will be required to complete the following:
To complete an online competency assessment & if successful they will be invited to an Assessment Centre. 

All candidates who successfully pass the online competency assessment will then be invited to attend an open day seminar session prior to attending the telephone based assessment centre.

The Assessment Centre consists of a number of telephone based exercises designed to assess the full range of skills & personal attributes required for the role of Contact Resolution Officer. 

All suitable applicants will be subject to financial sanctions check, security vetting & full medical history checks. 

Equality Act 2010 

Any candidate who has a disability as defined by the Equality Act 2010, is required to inform us, in order to ensure that ‘reasonable adjustments’ can be made. Our policy, at the stage of interview, is that we will ask all candidates whether we need to make any ‘reasonable adjustments’ in accordance with the Equality Act 2010. Under the Equality Act, a disabled person is someone with a physical or mental impairment, which has a substantial & long-term adverse effect on their ability to carry out day-to-day activities. 

Positive Action 

Merseyside Police is committed to developing a Police Service that is representative of the diverse communities that we police and serve. As an employer, we strive to ensure that all our personnel practices, including recruitment, promotion & development are applied consistently & fairly & that the overriding principle governing selection is merit. 

Although the diversity of our staff is improving, we are not fully representative yet & are addressing this imbalance through a variety of initiatives such as providing appropriate advice, encouragement and support throughout the recruitment/promotion process specifically for people who are underrepresented* within the organisation. 

By embedding diversity of thought throughout Merseyside Police means that talent can be properly recognised and nurtured, wherever it may be. A diverse workforce brings with it advantages such as: 

  • Providing more adaptability in terms of problem solving by offering a wider array of possible solutions; 
  • Multi-cultural organisations are better positioned to serve multi-cultural communities, by overcoming language and cultural barriers. 

Having a Police service that is reflective of the community will ensure that Merseyside Police has a Police Service of skilled Police Officers, Staff and Volunteers with the core values required to meet the highest standards and expectations of the public of Merseyside. 

For further information, please contact the Positive Action Team by emailing positive.UK 

*Underrepresented groups in Merseyside police include Disabled, Ethnic Minority Groups (i.e. Asian, Black, Chinese, Polish etc.), Females, Minority Religious groups (i.e. Jewish, Hindu, Muslim, Sikh, Buddhism etc.), Gay, Lesbian, Bisexual (Sexual Orientation), Transgender (Gender Identity). 

This is a rewarding career that offers an opportunity to play a pivotal role in the force and join a unique profession where you can really make a difference. 

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