Diversity and Inclusion Vision: Maximise the potential of people from all backgrounds through a culture of fairness and inclusion to deliver the best service for our communities.
West Midlands Police is the second largest police force in the country, covering an area of 348 square miles and serving a population of almost 2.8 million. We handle over 3 million calls to our 101 Non-Emergency and 999 Emergency numbers. As a Contact Officer you’ll play a critical role in delivering the vision of West Midlands Police to the communities that we serve by being the trust and support at the end of the phone or other contact method as we change in line WMP2020.
Our Contact Officers need to be ready to deal with 999 and 101 calls from members of the public 24/7. Our resources need as much information as possible to deliver the force vision to the public and you’ll have the crucial task of communicating with callers and carefully recording this detail. In Force Contact, the actions you take during those critical first minutes of an incident will shape the Force’s initial response and give guidance to the subsequent allocation of resources.
As part of a modernising police service you will need to be innovative in the way that you make decisions ensuring that on each and every contact you understand the person, the circumstance and the need. This basic requirement will ensure that you make ethical and balanced decisions in sometimes life threatening circumstances.
This is a critical role which requires applicants who are extremely motivated with a mature outlook. There will be occasions when callers are distressed and their situation critical. This is when
you will need to take control and give reassurance, remain empathetic, compassionate and supportive, whilst remaining professional.
Our aim is based on resolving calls at the first point of contact, rather than forwarding them to other areas of the Force for action and you will be actively involved in this process. This involves a great responsibility to deal with members of the public over the telephone with various enquiries, such as reporting crimes and seeking advice. Staff will also deal with correspondence via e-mail and submitted over the internet.
Preventing crime, protecting the public and helping those in need is vital to the service West Midlands Police delivers daily to those who live and work in the West Midlands area. You will play a pivotal role in ensuring we deliver this service from the moment you take that call – by ensuring you do the right thing and deliver a service your friends and family would be proud of.
If you would like to be at the exciting and invigorating frontline of policing and enjoy a varied week, where no two days are the same, then this could be the job for you.
You will work within a friendly inclusive team of professionals who work together to deliver an excellent service.
These are full time posts which require applicants to work a shift pattern with staggered start times covering 24/7, 365 days a year.
You will bring excellent communication and decision making skills along with the ability to provide tactical advice based on live time activity data.
If you are self-motivated, able to interpret management data and be innovative in your thinking, this role will allow you to be a professional and valued member of a team delivering service excellence.
We are looking for you to have the following skills and attributes that will complement the training programme you will receive to excel in this role.
Knowledge and Experience
- Computer literate
- Accurate keyboard skills, minimum 25 wpm
- Accurate verbal and written language skills
- Able to prioritise and multi-task under pressure, achieves deadlines, whilst maintaining quality
- Proven decision maker
- Experience of call centre / control room environments
- Additional language skills
- Knowledge and understanding of Home Office Counting Rules, National Standards of Incident Recording, National Call Handling Standards and Force Contact Call Handling Standards.
- Previous experience of working in Emergency Services, ideally policing.
- Highly developed problem solving skills
- Organisational skills and ability to prioritise
- Ability to transcribe and accurately record information in a timely manner.
- To remain professional at all times in relation to behaviour and communication with the public and staff
- The ability to deal with callers who are distressed, angry, upset or aggressive in an effective professional manner using influencing and verbal communication skills.
- Displays emotional intelligence
- Ability to work independently and as part of a team where necessary
- Customer focused
- Personal responsibility for self-development which the organisation will support e.g. eDR
- Experience of dealing directly with the public
- Customer Service experience
- Experience of utilising WMP systems
Post holders will be required to work to a shift pattern, which may include rotating/alternating shift patterns and include weekend working and Public Holidays.
Post Holders will have a nominated base location of work, but may be required to work at different locations across the force area within reason and to ensure business continuity.
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