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Randstad Business Solutions
,
Birmingham, West Midlands
Public Contact Officer
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Contract Type: Contract |
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Salary: £10.6 per hour |
Overview
During these difficult and unprecedented times we have a number of opportunities working with the West Midlands Police. We are currently looking to recruit a number of Public Contact Officer's across the West Midlands. As a Public Contact Officer you will be tasked with dealing with interactions with the general public regarding any issues or queries they may have in local respective police stations. As a public contact officer you will provide a professional response to non emergency contact for service. Overview Locations: Birmingham Central, Bloxwich, Bourneville, Brierley Hill, Coventry, Solihull, Stechford, Sutton, West Brom, Wolverhampton Salary: £10.68 per hour Job Type: Temporary Ongoing Job Title: Public Contact Officer Responsibilities To use professional judgement on all contact for service in accordance with the Value Based Decision Making Model (VBDMM), resolving where appropriate by means of First Contact Resolution. Work as part of a positive team environment, adhering to Force Values, ensuring delivery of the Force Contact Statement of Purpose. Question effectively to obtain information and record details with a high level of accuracy. Establish with the member of public the preferred method of communication Manage public expectation in relation to service delivery in a professional and courteous manner. Create, update and disseminate appropriately incident logs using the Command and Control I.T system ensuring the inclusion of relevant information / intelligence. To be able to identify and manage risk when assessing queries from the general public Optimize the use of the scheduled appointment system based on customer needs and operational resilience. Direct input crimes onto the Crime Recording System. Contact internal departments and external agencies as required. Ensure a timely and quality of service is delivered, instilling compliance with Force Values, developing trust and confidence and providing public reassurance within local communities. Take responsibility for your own continuous development by maintaining a full understanding and access of all operating systems, protocols, policies and procedures pertaining to Force Contact responsibilities To attend planned and ad hoc training, workshops, coaching and mentoring sessions on request. Work alongside your colleagues as a team and proactively seek to maintain and develop knowledge and skill sets. Criteria Effective Communication Skills, with an enquiring, empathetic, reassuring approach Experienced in handling and challenging members of the public without direct supervision but be confident in seeking advice where necessary. Proven experience of dealing directly with the public/customer Proven Decision Maker Ability to transcribe and accurately record information in a timely manner Flexible open minded approach with an ability to prioritise and adapt to changing demands. Ability to work as part of a team but able to make informed independent decisions and manage performance effectively To remain professional at all times in relation to behaviour and communication with the public and staff Demonstrate a commitment to delivering a high level quality of service. Other Applicable Information All shortlisted candidates will be subject to police vetting (criminal record and financial background checks) All candidates will need to be flexible in terms of working hours (Birmingham central 24/7 all other sites 08:00am-22:00pm) You may be required from time to time to travel to other locations Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.