Customer Contact Administrator (Southend)

Transcription

1 Customer Contact Administrator (Southend) Reference: Closing date: Southend Police Station 19,521 to 21,618 pro rata plus weekend working enhancement and Bank Holiday Payment. Part time: 18.5 hours per week, working , over a 4 week shift pattern. Working Pattern: Week 1 - Monday, Tuesday. Week 2 - Monday, Tuesday. Week 3 - Monday, Tuesday, Wednesday. Week 4 - Friday, Saturday, Sunday. Job Summary An exciting opportunity has arisen for an individual to undertake the role of a part time Customer Contact Administrator at Southend Police Station. Whilst you will be based at Southend Police Station, there is a contractual requirement for you to provide cover to an area of stations (Basildon, Grays and Southend), as required. You must therefore either have access to a vehicle or be able to travel to all stations within your area by other means. The Customer Contact Administrator is required to provide a professional and customer focused service to visitors and callers to Police Stations. This is a challenging role that requires the successful candidate to be an excellent communicator with strong IT, Customer focus and communication skills. Applicants will provide evidence of the following competences: Public Service Demonstrates a real belief in public service, focusing on what matters to the public and will best serve their interests. How you have helped a member of the public to solve a problem. Professionalism Acts with integrity, in line with the values and ethical standards of the Police Service. Takes ownership for resolving problems, demonstrating courage and resilience in dealing with difficult and potentially volatile situations. Working with Others Works co-operatively with others to get things done, willingly giving help and support to colleagues. Is approachable, developing positive working relationships. Explains things well, focusing on key points and talking to people using language they understand. Customer Services - Responds promptly and effectively to requests for assistance from customers, establishing and checking their service requirements. Understands the importance of completing accurate customer records and provides them with accurate and up to date information. Office Technology - Demonstrates advanced skills in the use of one or more office software products Able to use these packages to enhance the quality or presentation of work required within the role. Manages data files and file

2 structures. If you have any questions about this opportunity please contact Kim Kjolsen, Quality of Services Manager ext The deadline for applications is 1600 hours on the closing date. If you require any assistance or further information regarding this opportunity please contact Essex Police recruitment on 101 Ext or alternatively This post is open to British citizens, nationals of the EEA or commonwealth citizens who have no time limit on their stay in the UK, and who have lived in the UK continuously for the past three years. Essex Police is an equal opportunities employer. Communications with Essex Police may be recorded for monitoring purposes.

3 Customer Contact Administrator (Southend) Main Purpose of Role Represent Essex Police as a first point of contact with members of the general public, this will include giving and receiving information, dealing with enquires and complaints and offering advice and guidance as appropriate and providing secondary call handling functions. This post will undertake a variety of general administration activities and support duties in order to ensure the provision of a proficient, effective, professional and timely service. Personal Qualities and Skills The postholder should be from a customer service environment helping the public to solve problems. Ideally he/she will have experience of dealing with emergency or stressful situations and taking appropriate action. A good standard of education to GCSE A-C level (or equivalent) including English and Mathematics or demonstration of maturity and experience to this standard are essential. The postholder will also need a basic understanding of the differences between civil and criminal law, in order to refer matters to an appropriate contact point, and of data protection and disclosure legislation. The postholder must be able to appraise situations quickly, make decisions accordingly and use their initiative. They must be able to collect and disseminate information accurately and be able to assess priorities and make best use of resources. The postholder must possess good communication and organisational skills and be able to take control of a wide variety of emotive situations which on occasion may lead to confrontation. They should also be able to deal with people in crisis in a sensitive and discreet manner. Postholder should have good keyboard skills, be familiar with using a computer and experience of using Word, Excel and . The postholder may be required to apply emergency first aid, training will be provided. The postholder will be based at a designated station, however, there is a contractual requirement for the postholder to provide cover to an area, as required. The areas are as follows: Area 1 -Grays, Basildon and Southend Area 2 -Harlow, Saffron Walden, Chelmsford and Maldon Area 3 -Clacton, Colchester and Braintree Main Responsibilities Receive visitors to the customer contact enquiry desk, ensuring that individual receive a professional, high quality service at all times and that those requiring entry to the station or premises have the relevant checks to ensure entry for authorised personnel only and issue passes in line with force policy and procedures. Undertake a range of contact desk functions, including witnessing the signature of persons on bail (or endorsing the bail record where appropriate) and witnessing signatures for immigration signing, reporting persons for offences,complete registration for sex offenders, and liaise with relevant internal departments, in accordance with relevant policy, procedure and legislation to support local policing. Maintain front office notice boards, injunctions, ASBO-s. Dealing with Football banning orders, manage the release

4 of seized vehicles. Receive incoming telephone calls of a varied nature from members of the public, other agencies and internal staff ensures that the correct information is obtained and recorded, including customer dissatisfaction and that appropriate action is taken according to force policy and procedure. Provide routine advice, information and guidance to members of the public and other agencies or organisations on reported crime or other matters as appropriate (e.g. crime prevention, victim support schemes, local services, motor insurance bureau etc.), in order to provide a responsive customer service. Accept and record incidents reported at the station (crime, accident, missing persons etc.), completing all necessary enquiries, relevant basic investigation, and documentation inputting and updating appropriate electronic systems as necessary. Undertake enquiries or research for additional information as required to support other personnel in further enquiries or follow up action to support policing objectives. Handle and record property items received at the station including, lost and found property, surrendered firearms, money and cheques from warrants, donations, counterfeit currency, account for them in accordance with Force policy and take appropriate follow up action. Receive and attend to vulnerable individuals who may be in crisis, including children, ensuring that appropriate procedures are followed and liaison with appropriate authorities takes place to ensure safety and welfare of individuals. Administer, monitor and maintain all relevant records and information systems (manual and computerised, including CCTV cameras and which may include some elements of alarm systems), to ensure information is accurate, accessible and retrievable by others in order to support policing aims. September 2014 Competencies Behaviours Decision Making Practitioner Gathers, verifies and assesses all appropriate and available information to gain an accurate understanding of situations. Considers a range of possible options before making clear, timely, justifiable decisions. Reviews decisions in the light of new information and changing circumstances. Balances risks, costs and benefits, thinking about the wider impact of decisions. Exercises discretion and applies professional judgement, ensuring actions and decisions are proportionate and in the public interest. Openness to Change Practitioner Positive about change, adapting rapidly to different ways of working and putting effort into making them work. Flexible and open to alternative approaches to solving problems. Finds better, more cost-effective ways to do things, making suggestions for change and putting forward ideas for improvement. Takes an innovative and creative approach to solving problems. Professionalism Practitioner Acts with integrity, in line with the values and ethical standards of the Police Service. Takes ownership for resolving problems, demonstrating courage and resilience in dealing with difficult and potentially volatile situations. Acts on own initiative to address issues, showing a strong work ethic and demonstrating extra effort when required. Upholds professional standards, acting honestly and ethically, and challenges unprofessional conduct of discriminatory behaviour. Asks for and acts on feedback, learning from experience and developing own professional skills and knowledge. Remains calm and professional under pressure, defusing conflict and being prepared to step forward and take control when required. Public Service Practitioner Demonstrates a real belief in public service, focusing on what matters to the public and will best serve their interests. Understands the expectations, changing needs and concerns of different communities, and strives to address them. Builds public confidence by talking with people in local communities to explore their viewpoints and break down barriers between them and the police. Understands the impact and benefits of policing for different communities, and identifies the best way to deliver services to them. Works in partnership with other agencies to deliver the best possible overall service to the public. Service Delivery Practitioner

5 Understands the organisation's objectives and priorities, and how own work fits into these. Plans and organises tasks effectively, taking a structured and methodical approach to achieving outcomes. Manages multiple tasks effectively by thinking things through in advance, prioritising and managing time well. Focuses on the outcomes to be achieved, working quickly and accurately and seeking guidance when appropriate. Working with Others Practitioner Works co-operatively with others to get things done, willingly giving help and support to colleagues. Is approachable, developing positive working relationships. Explains things well, focusing on the key points and talking to people using language they understand. Listens carefully and asks questions to clarify understanding, expressing own views positively and constructively. Persuades people by stressing the benefits of a particular approach, keeps them informed of progress and manages their expectations. Is courteous, polite and considerate, showing empathy and compassion. Deals with people as individuals and addresses their specific needs and concerns. Treats people with respect and dignity, dealing with them fairly and without prejudice regardless of their background or circumstances. Values Technical Competencies Customer Services Level 3 Responds promptly and effectively to requests for assistance from customers, establishing and checking their service requirements.understands the importance of completing accurate customer records and provides them with accurate and up to date information. Works well with others to improve standards of service and gathers information on customer feedback both positive and negative. Confident in face to face and telephone encounters with customers, accurately gauging needs and feelings through observation of behaviour and sensitive questioning. Is helpful and courteous at all times and remains calm, minimising potential conflict situations. Disseminate intelligence 60 - Intelligence 60 - Disseminate intelligence to support operational policing - Intelligence - Disseminate intelligence in the appropriate manner to relevant organisations, departments and/or individuals, whilst maintaining the required confidentiality, sensitivity and duty of care. Health & Safety Level 3 Has a basic understanding of Health and Safety issues affecting the current role and working environment. Takes responsibility for personal safety and the safety of others. Aware of hazards and reports problems identified to line manager. Understands and minimises the physical risk of injury through the use of proper manual handling procedures. Input, retrieve and present data Administrative Support Input, retrieve and present data using a computer - Administrative Support - Enter information correctly using an appropriate computer system, in accordance with legislative requirements and Force policy. Retrieve and present information in a suitable format and supply to relevant personnel. Internal Consultancy Level 3 Demonstrates an understanding of Force business / internal client needs and expectations in relation to the consultancy specialism offered by the Department or Unit. Clarifies client requirements in response to requests for help and support. Collects and analyses relevant data, using appropriate methodologies and offers practical solutions which meet client requirements. Builds and develops effective working relationships with clients. Know. of Police Environment & Policy Level 4 Displays a general appreciation of changes affecting the police service. Understands the inter-relationships between the roles of the various Operational and Support activities, and how organisation structures and police systems work. Possesses a detailed understanding of working procedures, practices and policies relevant to the current role and the roles of subordinates and ensures that these are followed at all times. Is clear about Force goals and effectively contributes to local business plan objectives. Maintain a record management system Administrative Support Maintain a record management system - Administrative Support - Record, store and supply information in accordance with organisational policy and legislative requirements. Mgmt of Police Information (MOPI) Level 3 Complies with Kent Police information management strategy. Complies with all relevant security policies and systems operating procedures relating to standard office products and force wide systems e.g. Word, Excel and

6 intranet packages. Has successfully completed all standard relevant MOPI training package(s). Accurate use of Government Protective Marking Scheme. Complies with force clear desk policy. Stores files in appropriate secure storage. Maintains appropriate security levels relevant to the location and type of accommodation. Adheres to all Data Protection requirements. Office Organisation Level 4 Fully conversant with organising an office and able to develop working practices which impact on productivity. Able to adapt and innovate so that the office environment contributes to increased efficiency and effectiveness. Can plan and control office activities to meet objectives. Able to prepare and present management information which facilitates action. Effectively evaluates information/products and makes recommendations on following a course of action. Office Technology Level 4 Demonstrates advanced skills in the use of one or more office software products Able to use these packages to enhance the quality or presentation of work required within the role. Manages data files and file structures. Provides on the job training and guidance to other staff in the use of specific or specialist software, if required. Familiar with established IT rules and protocols and shows a good understanding of data protection requirements. Process calls through control room Operational Support Process calls through the control room - Operational Support - Receive and process requests for police and other agency services providing a professional response in line with Charter Standards and organisational policy. Provide care for victims 74 - Investigation 74 - Provide care for victims and witnesses - Investigation - Ensure that the necessary care for victims and witnesses is provided in an ethical and empathic manner and in accordance with the legislation, policies and procedures. Provide first aid Health, Safety and Welfare Provide first aid - Health, Safety and Welfare - Identify the nature of illness or injury and provide the necessary first aid treatment in accordance with approved procedures. Respond to front counter enquiries Operational Support Respond to front counter enquiries - Operational Support - Respond to enquiries received at the front counter ensuring the provision of a fair and nondiscriminatory service. Risk Management Level 3 Demonstrates an awareness of personal risk management issues, challenges or difficulties likely to affect the post holder in the execution of their duties. Able to anticipate risks likely to affect their work and knows how to communicate the likelihood and possible impacts of such events to line managers or supervisors. Use information/intelligence 57 - Intelligence 57 - Use information/intelligence to support policing objectives - Intelligence - use information/intelligence to support the achievement of community safety and crime reduction objectives. Ensure that intelligence is used ethically and in accordance with the relevant legislation, policy, protocols and codes and practice. National Occupational Standards