Contact Centre Officer

Contact Centre Officer
Location: Bridle Road
Type of role: Permanent
Hours: 36.5 per week – please note this is a 24/7 operation and you will be required to work shifts (including nights, weekends and public holidays)
starting salary of £26,000 per yearplus 34.31% Equalisation Allowance

Manpower, Liverpool is working in partnership with Merseyside Police on a number of Contact Centre Operators in Liverpool. The role purpose is to provide the public who contact Merseyside Police with a risk assessed and integrated contact, crime recording and dispatch service in response to requests for assistance.
To seek all opportunities to appropriately, ethically and professionally resolve victim/informant issues at or near as possible to the first point of contact or provide the informant with a clear understanding of how Merseyside Police intends to progress their issue(s).
To seek opportunities through first point resolution of incidents to reduce the demand to frontline police officers.
Daily duties will include:
To receive, manage and risk assess incoming emergency and non-emergency calls, ensuring the contact received is dealt with effectively and efficiently
Reporting incidents and crimes, requesting assistance or information from the public or internal or external customers to ensure a professional service
Questioning, listening and investigation skills to prioritise, determine and risk assess the need of the caller
Determine the help required, based on identified threat, harm, risk and vulnerability
Effective questioning to assist with resolution of enquiries, incidents and crimes to minimise unnecessary deployed services
Operate, input and update systems as required (must be computer literate)
Manage the expectation of external and internal callers
To ensure all data is accurately recorded in line with national and force policy and procedures

Person specification
Good standard of verbal and written communication skills with emphasis on listening and questioning skills
Ability to accurately extract and record information
Ability to interpret and apply policy and legislation
Good interpersonal skills and 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 and organisational skills
You must be self-motivated and have the ability to work as part of a team
The successful applicants will increase their knowledge and experience as they progress through the roles of contact management, crime management and incident management & dispatch resulting in a competent operator across all disciplines within 2 years
The Force is committed to ensuring that they have a work force that represents the communities they serve and we are keen to attract applications from a wide range of people.
All suitable applicants will be subject to financial sanctions check, security vetting and full medical history checks.
This is an incredible opportunity to join the Merseyside Police and will enable you to progress and support your local community!