Force Contact Centre Officer - #1720104

Job Description

• Please note this role is a full-time role which requires you to work shifts including earlies, lates, nights, bank holidays and weekends depending on your shift pattern. Part-time working is NOT available and will not be accommodated***
  
  

Previous Applicants

• Previous applicants who have not been successful for this role in the last 6 months are not eligible to apply on this occasion.
  
  

Students

• If you are currently a student, and your studies end in a reasonable time frame (whilst we are still actively recruiting for this role), if you pass all necessary stages of the recruitment process, you will be aligned with a relevant cohort after your studies have ended. If your studies end in the distant future, we would not be able to take your application forward at this time, as we would not be able to guarantee that we would be recruiting for the role at that time***
  
  

As a Contact Centre Operator, you will often be the first-person that members of the public speak to when they need help or have an enquiry. That first contact is where our service to the public begins, getting a police resource to those at risk or in need of help.

Part of your role will be to respond to emergency calls and to support Police Officers attending incidents. If you are customer-focused and professional with good verbal skills and accurate keyboard skills, look no further – our Force Contact Centre Officers are people just like you, from all walks of life and keen to make a difference. This career is truly rewarding and gives you the chance to have a real impact and positive influence on your local community.

• It is a requirement that candidates have a minimum typing speed of 35 words per minute.
  
  

Ready to make a difference?

Keen to join the team?

About The Role

You will advise and guide victims and witnesses whilst gathering and recording information to help prevent, reduce and detect crime. You will play a critical role in the first few minutes of a call which will shape the police response and have an impact on the outcome of crises and emergencies.

Role Specifics

• To be able to work nights, lates, and early shifts along with weekend working as the role is full time
• Respond quickly and decisively to calls for assistance from the public
• Support digital desk work including ‘Live Chat’
• Ensure that the appropriate manager is informed and updated regarding any issues where necessary
• Make clear, timely decisions ensuring all calls for service are assessed, graded and dealt with in line with National Decision Model, THRIVE+ and force policy.
• Provide appropriate support, advice and/or guidance to victims and witnesses.
  
  

Location and Shift Pattern: Although the role will be based in Aston, Park Lane, the initial training period (around 13 weeks) will be from West Bromwich (B70 8HS). Other locations will be used during this period for IT training including Bournville Lane Police Station and Tally Ho! Police Training Centre in Selly Park

• Shift pattern: Staggered start times covering 24/7, 365 days a year
• Shift allowance: Up to 33.79% on top of baseline salary with a 24/7 shift pattern - 6 on 4 off, early/late/night shifts and a 3x3x3 shift pattern. (You will be aligned to one of these based on what is required by the Force Contact department at the time of hire).
  
  

Next Steps

• Hit apply and ensure you have uploaded a copy of your current passport. Your application is sifted based on the answers that you provide, so please ensure that you provide as much detail as you feel is necessary, based on the role profile above. Once your application has passed the initial recruitment checks, you will be sent a link to an online Contact Centre Customer Service Assessment (SHL) (approx. 30 mins).
• After passing the Online SHL Assessment, you will then be invited to an in-person Assessment Centre, which is also an opportunity to see where we work. The assessment centres will take place either on a Wednesday evening or a Sunday morning, and last approximately 4 hours. Please note that if invited, you will only be given the opportunity to book an assessment centre on TWO occasions. If you are invited twice, and fail to book on, your application will be rejected.
  
  

If you require any require reasonable adjustments at the face to face assessment centre, please let the recruitment team know (if your application is successful to the assessment centre stage). Please email [email protected] so that your request can be reviewed.

Vetting - Successful applicants will be required to pass Recruitment Vetting and Counter Terrorism Clearance scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process.

Medical - Appointment to this role will be dependent upon successfully clearing a medical assessment this will include a drug and hearing test.

Uniform And Equipment Policy

As part of the selection process we need to ensure you comply with our uniform and appearance policy.

Benefits And More Info

• Our centre had refreshments rooms, gym, quiet and prayer rooms.
• 24 days Annual Leave that grows with your career + opportunity to buy more
• Eligibility to Blue Light Card - access to discounts on 15,000+ retailers
• Extensive training and development throughout your career
• Access to Police Mutual - Financial services, counselling, loans, healthcare, mortgage advice and insurance support and many more
• Corporate Travel, Car Park and Cycle to Work Schemes offering savings of up to 42%
• Family Friendly Employer - Enhanced Maternity/Paternity/Adoption Leave and Childcare Vouchers - save up to £900 a year
• Access to Employee Assistance Programme (VIVUP) - Helps individuals deal with personal problems that might impact their work life, health or well-being. EAP generally includes 24/7 access to assessment, counselling and referral services for employees and their immediate family.
• Local Government Pension Scheme - take control and pay more/less with flexibility to ease into retirement to suit your needs
• Discounts on gym memberships, travel and leisure, homeware and tech
  
  

Prospective officers and staff must be held to a higher standard of behaviour and accountability than members of the public, and that therefore their right to privacy can be fettered in certain circumstances. This is to ensure that members of the police are fully aware and accountable for the unique powers entrusted to them and the standards of professional behaviour they swear to uphold.

By choosing to join West Midlands Police you will receive an enhanced benefits package including:

• Fair remuneration with progression opportunities and access to a very competitive pension scheme.
• Enhanced annual leave in addition to public holiday entitlements.
• Discounts across travel, parking, daily costs of living and leisure activities.
• A comprehensive wellbeing package including 24/7 support, free eye tests and flu jabs.
  
  

West Midlands Police is a Disability Confident Leader - the highest level an organisation can achieve under the scheme run by the Department of Work and Pensions. As part of our commitment we operate a ‘Disability Confident Interview Scheme’ - all candidates who declare a disability and meet the essential criteria for the role will be offered an interview.

It is important to note that there may be occasions where it is not practicable or appropriate to interview all disabled people who meet the essential criteria for the job. For example: in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. In these circumstances, the employer could select the candidates who best meet the essential criteria for the job, as they would do for non-disabled applicants.

“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”

About Us

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.

The region sits at the very heart of the country and covers the three major centres of Birmingham, Coventry and Wolverhampton. It also includes the busy and thriving districts of Sandwell, Walsall, Solihull and Dudley. Leisure, retail and conference amenities, together with Premiership and Championship football teams, attract millions of visitors annually.

The West Midlands is an area rich in diversity, with 18 per cent of its population from ethnic minority backgrounds.

An average of 170,000 motorists travel through the region daily, making its motorways some of the busiest in Europe.

Against this backdrop, the force deals with more than 2,000 emergency calls for help every day, as well as patrolling the streets and responding to incidents 24-hours-a-day, seven days a week.