Operations Assistant
Knowledge & Experience
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
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.
Skills
Essential:
- 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
- Customer focused
- Personal responsibility for self-development which the organisation will support e.g. eDR
Desirable:
- Experience of dealing directly with the public
- Customer Service Experience
- Access to and understanding of WMP systems
Hours of Work and Flexibility:
- Post holders will be required to work to a shift pattern, which may include rotating/alternating shift patterns and include weekend working and Public Holidays.
- Post Holders will have a nominated base location of work, but may be required to work at different locations across the force area.
- All other terms and conditions will be in line with the Police Staff Council Handbook and post holders Contract of Employment.