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
• Prior experience in the PCO role and/or Force Contact role

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
• Customer Service Experience
• Access to and understanding of WMP systems

 Please be aware the role is subject to a coverage model across all 10 PCO sites

You will be required to work an agreed working pattern, which will include rotating/alternating shift patterns and include weekend working and Public Holidays.
You 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.

Vetting

Successful applicants will be required to pass Recruitment Vetting and Counter Terrorism Clearance 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 may include a drugs test and if required a fitness test.

Interview Dates

To be confirmed

‘PCO Tier Coverage’ protocol information and further information please contact Inspector Kristian Starynskyj-kristian.starynskyj@westmidlands.police.uk

 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"