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Communications Officer (Police)

  • Job reference: MC/336
  • Location: Worcester, Worcestershire
  • Job type: All
  • Area of Expertise: Corporate Services
Closes in:
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Job description: Service Care Solutions are looking for a Communications Officer (Police) to cover a contract in the Worcester area.

The key role of the Communications Officer is to receive and evaluate all calls to the Force Control Room to the required standard, resolving when the matter is core business or referring caller to appropriate agencies, ensuring the appropriate police response is achieved via resourcing, crime recording or alternative resolution.

The main responsibilities of the role will include:

- Answer & evaluate emergency and public calls (including text relay service 999/sms) ensuring that the caller receives a prompt, courteous and helpful response and a quality service.
- Answer public and emergency calls ensuring that the caller receives a prompt, courteous and helpful response and a quality service.
- Ask questions and probe for information from caller to ascertain the nature of the call and basic details to establish whether this relates to core business, obtaining sufficient information to help the caller resolve their problem or provide details of alternative resolutions.
- Determine, on the basis of information obtained, whether a police resource is required, generating a STORM record that complies with policy and standards with regards to call grading and despatch to resourcing section
for further actions.
- Undertake searches and checks on Force and National computer systems such as persons, crimes or vehicles, relaying information on to resourcing section to ensure appropriate priority is given to the incident.

Suitable candidates will have the following experience:
* Working as part of a team in a contact centre environment
* Developing effective customer service to internal and external customers
* Working in a pressured environment, prioritising a high and varied workloads,
* Dealing with difficult conversations and challenging situations

You will need to undergo National Security Vetting in order to be accepted for this role.

If you are interested, please ring Martin Cookson on 01772 208962