Contact Resolution Officer

Merseyside Police - Contact Resolution Officers

Joint Command Centre, Bridle Road, Bootle, Merseyside L30 4YD

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.

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).

PLEASE NOTE: Different shift patterns equate to different pay equalisations

Successful candidates MUST be available for the first 13 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: £18,123 to £24,273 (Plus shift equalisation allowance) - Career Graded progression subject to assessments, vacancies & completion of training.

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.

The successful applicants will increase their knowledge & experience as they progress through the roles of contact management, crime management, incident management & police dispatch, resulting in a competent operator across all disciplines subject to vacancies and assessment.

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
• Be self-motivated & have the ability to work as part of a team
• IT literate who can work with standard & in-house systems

Benefits of working for Merseyside Police:

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

Applicants will be required to complete the following:

• To complete an online competency assessment & if successful they will be invited to an 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.

Please click the below link to register/apply for this post: -
https://www.directch.com/merseysidepolice

For more information please call up on 01925 652473