Dorset Police Contact Management

Location: Bournemouth Contact Centre, Dorset

Salary: Scale D £31,012 to £34,039 per annum inclusive of a 14% shift allowance PLUS up to approximately £2500 weekend working allowance, which is claimable.

A Contact Officer is the first point of contact for a caller to Dorset Police. What you say and how you say it will help resolve the caller’s query and influence how they feel about Dorset Police once the call has been completed.

A unique job for a unique person demands friendly patience, a broad mind and a positive attitude. You must be able to work as part of a close-knit, supportive team and make decisions in situations which may be frustrating or distressing for the caller.

Acting as the front line of policing as one of our Contact Officers you will be responsible for receiving non-emergency and emergency calls, and online contact from members of the public. Your role will be ensuring the most appropriate help and support is established, handling every call with empathy, whilst remaining calm when dealing with potentially sensitive and upsetting calls.

The focus of the Dorset Contact Management is on making every contact count by ‘getting it right first time’ and ensuring an efficient and effective customer journey as well as seeking to address the maximum number of service calls at the first point of contact within a 24 hour capability.

Prior to your Contact Officer training course (which you will be advised of once you have started in the role) you will be working as a triage operator to familiarise yourself with Contact Centre and the types of enquiries. Your salary and shift allowance will remain as above.

Do you have:

• Good communication skills – with the ability to provide excellent customer service
• Good IT skills and the ability to type 30 words per minute
• Good decision-making skills and the ability to solve problems quickly using your own initiative
• Resilience within a high-pressure environment
• Ability to work effectively as part of a team and work to achieve team goals

You will act as the first point of contact for members of the public using the 101 and 999 service, utilising risk assessments you will ensure that the most appropriate help and support is established, providing an efficient and reactive response to requests for service from the public.

What you get if you join us:

If you work for us, you will get access to:

• A competitive salary with yearly increments.
• Access to heavily subsidised gym membership that will provide you access to police site gyms throughout the counties.
• Access to the Blue Light Card Scheme for discounts and services (requires a one-off payment of £5).
• Company sick pay.
• Competitive local government pension scheme.
• Job related equipment, as required.
• Free onsite parking at many police sites throughout the counties.
• Access to Group insurance scheme (via salary sacrifice scheme).
• Support networks, free Employees' Assistance Programme, Occupational Health and wellbeing services.
• Development and training opportunities.
• Supportive and flexible training plan, including regular check-ins throughout your initial period of joining us to ensure you are up to speed with the role and getting the support you need.

To Apply

If you feel you are a suitable candidate and would like to work for Dorset Police, please proceed through the following link to be redirected to our website to complete your application.

https://dcpanddp-jobs.tal.net/vx/appcentre-External/brand-0/spa-1/candidate/so/pm/6/pl/1/opp/7405-DCM-Contact-Officer/en-GB

Contact information

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