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Telephone Triage (Police)

  • Job reference: RG/263
  • Location: Weymouth, Dorset
  • Job type: All
  • Area of Expertise: Police
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Job description: Service Care Solutions are recruiting a Telephone Triage Officer to work in the Force Command Centre in at Police HQ, Winfrith.

The successful candidate will join a team that 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, 11:00-19:00 or 14:00-22:30 and candidates must be available for weekend shifts too.
It is essential that candidates are able to work under pressure and be able to deal with members of the public who are in crisis.

The role will include the following:
1. Answer incoming external calls deemed suitable for the Force Command Centre after they have been through the Voice Activated Switchboard.
2. 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 for example high priority.
3. Direct those calls not suitable for the Force Command Centre to other agencies or internal relevant departments as appropriate.
4. Answer all incoming calls within a target time of 30 seconds.
5. Resolve 50% of calls at source through appropriate advice and signposting to other agencies.
6. 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

Essential Skills:
-Excellent keyboard and typing skills (25 wpm minimum)
-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.