Dispatcher / 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
- 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.
Successful candidates are required to undertake an appropriately stringent vetting procedure; we anticipate a start date in this role from Spring/Summer 2019.
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.