Contact Officer
Knowledge, Experience & Skills
We are looking for you to have the following skills and attributes that will complement the training programme you will receive to excel in this role.
Essential:
- Computer literate
- Accurate keyboard skills, minimum 25 wpm
- Accurate verbal and written language skills
- Able to prioritise and multi-task under pressure, achieves deadlines, whilst maintaining quality
- Proven decision maker
- Highly developed problem solving skills
- Organisational skills and ability to prioritise
- Ability to transcribe and accurately record information in a timely manner.
- To remain professional at all times in relation to behaviour and communication with the public and staff
- The ability to deal with callers who are distressed, angry, upset or aggressive in an effective professional manner using influencing and verbal communication skills.
- Displays emotional intelligence
- Ability to work independently and as part of a team where necessary
- Demonstrable experience of delivering excellent customer service
- Customer focused
- Experience of dealing directly with the public
Desirable:
- Experience of call centre / control room environments
- Knowledge and understanding of Home Office Counting Rules, National Standards of Incident Recording, National Call Handling Standards and Force Contact Call Handling Standards
- Previous experience of working in Emergency Services, ideally policing.
Vetting:
Successful applicants will be required to pass Recruitment Vetting and Counter Terrorism Clearance scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process.
Medical:
Appointment to this role will be dependent upon successfully medical checks, which will include a drugs test and if required a fitness test.
Post Holders will have a nominated base location of work, but may be required to work at different locations across the force area to ensure business continuity.
West Midlands Police is a Disability Confident Leader - the highest level an organisation can achieve under the scheme run by the Department of Work and Pensions. As part of our commitment we operate a ‘Disability Confident Interview Scheme’ - all candidates who declare a disability and meet the essential criteria for the role will be offered an interview.
It is important to note that there may be occasions where it is not practicable or appropriate to interview all disabled people who meet the essential criteria for the job. For example: in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. In these circumstances, the employer could select the candidates who best meet the essential criteria for the job, as they would do for non-disabled applicants.
"Diversity and Inclusion Vision: Maximise the potential of people from all backgrounds through a culture of fairness and inclusion to deliver the best service for our communities"