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101 Call Handler (Police)

  • Job reference: RG/209
  • Location: Weymouth, Dorset
  • Job type: All
  • Area of Expertise: Police
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Job description: Service Care Solutions are seeking a Police 101 Call Handler for a vacancy which has become available in Winfrith, Dorset.

Our dedicated staff work extremely hard to provide the best possible service to people in Dorset at a time when demand has already increased significantly. You could play a real role in ensuring that we are able to continue to do this.

The tasks you would undertake would include:

1. Answering incoming external calls deemed suitable for the Force Command Centre after they have been through the Voice Activated Switchboard.
2. Investigating the nature of all calls and determine the caller requirements by using the THRIVE LITE risk assessment. This assessment focusses on threat, risk, harm and the vulnerability of the caller. Once an assessment has been made and the call is suitable for action by the Force Command Centre, transfer the call at the appropriate response grading e.g. high priority.
3. Directing those calls not suitable for the Force Command Centre to other agencies or internal relevant departments as appropriate.
4. Answering all incoming calls within a target time of 30 seconds.
5. Resolving 50% of calls at source through appropriate advice and signposting to other agencies.
6. Responding to incoming emails, using template responses where appropriate. Direct those emails to other agencies or internal relevant departments as appropriate.

Person Specification:

The successful candidate will be able to type and capture information both quickly and accurately.

Communicating in a concise and accurate manner whilst providing a high quality customer service, so the candidate will need excellent verbal and written communication skills.

Ability to listen effectively and extract specific information to determine the correct response while showing empathy and understanding to callers.

They will also have the ability to make quick decisions and have effective problem solving skills, as well as being able to learn and retain the information provided.

As a result of the nature of the role, the candidate must have the ability to work in a pressurised environment.

This is a police-based role, so applicants will be subject to police security checks.
It is advised that applicants have a clean DBS/CRB within the last 3 years.

If you are interested in this vacancy, please ring 01772 208962 and ask to speak to Becci Grime.