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Telephone Triage Officer (Police)

  • Job reference: RG/305
  • Location: Dorchester, Dorset
  • Job type: Temporary
  • Area of Expertise: Police
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Job description: Service Care Solutions are currently recruiting for a Telephone Triage Assistant to be based in Winfrith, Dorset.

The main responsibility for the role is to answer incoming external calls deemed suitable for the Force Command Centre after they have been through the Voice Activated Switchboard.

Job Role:
-Investigate 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.
-Direct those calls not suitable for the Force Command Centre to other agencies or internal relevant departments as appropriate.
-Answer all incoming calls within a 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.

Person Specification:
-Ability to type and capture information, quickly and accurately with a good working knowledge of Microsoft office skills.
-Excellent verbal and written communication skills. Communicating in a concise and accurate manner whilst providing a high quality customer service.
-Ability to listen effectively and extract specific information to determine the correct response while showing empathy and understanding to callers.
-Aptitude for quick decision making and effective problem solving.
-Ability to learn and retain information provided
-Ability to work effectively and enthusiastically as part of a team
-Ability to work in a pressurised environment

This role will include shifts on a rota basis.

Please Note: Candidates must have resided in the UK for a minimum of 5 years for Police Vetting purposes.

If you are interested in this role, please contact Becci on 01772 208962.