Public Contact Officer
Knowledge and 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:
- Proven experience of dealing directly with the public/customer.
- Awareness of conflict management processes to deal with the public effectively.
- Knowledge and understanding of National Decision Model, Thrive +, Home Office Counting Rules,
- National Standards of Incident Recording.
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 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.
Desirable:
- Customer Service Experience.
- Access to and understanding of WMP systems.
Post holders will be required to work an agreed 24/7 or 3/3/3 working pattern, which may include rotating/alternating shift patterns and include weekend working and Public Holidays.
Post holders will be expected to demonstrate a willingness to adopt a flexible approach to a role that can sometimes require deployment at short notice to different stations force wide.
All other terms and conditions will be in line with the Police Staff Council Handbook and the post holders Contract of Employment.
West Midlands Police are currently undertaking a long term review of staff pay and conditions. The grade, pay and other terms of employment are therefore subject to review and may change in the future.
