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101 Phone Triage Officer- 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 recruiting a Police 101 Phone Triage Officer for a vacancy which has become within a force in Winfrith, Dorset.

The dedicated staff work extremely hard to provide the best possible service to people in Dorset at a time when demand has already increased significantly. This will require shift work, for example 8:00-14:00 or 14:00-22:30 and candidates must be available for weekend shifts too.
Candidates must be able to work under pressure and be able to deal with members of the public who are in crisis.

The tasks you will undertake will include:
-Answering incoming external calls deemed suitable for the Force Command Centre after they have been through the Voice Activated Switchboard.
-Assess the nature of all calls and determine the caller requirements by using the THRIVE LITE risk assessment. This assessment focuses 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.
-Direct calls that are deemed not suitable for the Force Command Centre to other agencies or internal relevant departments as appropriate.
-Answer all incoming calls within the target time of 30 seconds.
-Resolve 50% of calls at source through appropriate advice and signposting to other agencies.
-Respond to incoming emails, using template responses where appropriate. Direct those emails to other agencies or internal relevant departments as appropriate.
-Dealing appropriately with callers who may be emotional, distressed, vulnerable, drunk, suicidal or have mental health problems and deciding on the right course of action with people.
-Provide information, advice, guidance and resolution to queries from members of the public on the non-urgent telephone lines (101).

Personal Profile:

-The successful candidate must be able to type and capture information both quickly and accurately, therefore a good working knowledge of Microsoft Office is needed.
-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.

Key Skills:
-Excellent keyboard and typing skills (25 wpm)
-Excellent oral and written communication skills
-Excellent customer service skills
-Experience of working as part of a team
-Good decision making skills
-Ability to adapt to change

This is a police-based role, so applicants will be subject to police security checks. Therefore, it is essential that applicants have lived in the UK for the last 5 years.


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