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Vacancy Information

Could you support and reassure someone in their time of need? Could you show empathy and remain calm in difficult situations? Could you see yourself being the person on the other end of the phone when someone calls the Police? If your answer is yes – we want you!

For many people, our Contact Centre Officers are the first point of contact with the police, whether it’s over the phone, by email or Social Media.

The Force Contact Centre is no ordinary call centre, it’s the start of our front line.

You’ll get a good starting salary, opportunities for progression and the satisfaction that comes from helping others.

The Role

We are looking for Contact Centre Officers to work on a part-time basis, 25 hours per week. Working Monday to Friday between 17:00 and 22:00, you will be a valuable asset in supporting the team during the busiest period.

This exciting opportunity is well suited to someone with commitments during the day, or who is looking to work in a busy policing environment on a part-time basis.

No two calls are the same. You’ll handle a huge variety of emergency 999 calls, non-emergency 101 calls, online and social media communications. The situations you’ll face are as diverse as the communities we serve and you’ll be engaging with people of all ages and backgrounds.

As a Contact Centre Officer you will need to provide excellent customer service to members of the public, Surrey Police Colleagues and external agencies such as; Ambulance, Fire and other Forces. You will need to show empathy towards callers, and have the ability to control the call when an incident is in progress.

If you are looking to work in a fast-paced environment where no two days are ever the same, and you work well under pressure, are an excellent communicator and have the confidence to make critical decisions, this is the role for you!

Key Responsibilities

You’ll need to be able to think on your feet, ask the right questions, listen for vital details, and log information quickly and accurately. The role is in the detail; listening and analysing every piece of information to build a picture of the incident.

You’ll be using various Police IT systems and databases to accurately record and gather information, whilst also being the reassuring voice at the end of the phone.

We are particularly keen to hear from individuals who have fluency in other languages. This skill is not essential, but it is valuable in supporting Surrey’s diverse range of residents and visitors.

The role is both challenging and incredibly rewarding, and offers the chance to make a real difference to the communities of Surrey. Every person has unique experiences and we are looking for candidates to bring a range of different knowledge and skills to the role. Previous policing experience is not required, extensive training will be provided to support you in helping others during their time of need.

You’ll need to be able to commit to working Bank Holidays including Christmas where these fall between Monday and Friday. There’s a Training Day once every 10 weeks on a Thursday 0800-1600 and the working pattern that particular week would be adjusted around this.

The role is based at our Headquarters site which is on the outskirts of Guildford, in Artington (approx. 1.5 mile outside of Guildford Town Centre), own transport is desirable as public transport is not readily available around shift times.

We take pride in being an inclusive workforce and promote flexible working to accommodate a working pattern which balances home and work life. The opportunity to submit a flexible working pattern is available upon completion of your initial training period, around the core hours of 1700-2200 Mon-Fri.

Skills & Experience

Are you eligible?

  • You must be aged 18 or over on the day you submit your application – there is no upper age limit.
  • You must have lived in the UK for three continuous years immediately prior to application.
  • Have leave to enter or leave to remain and work in the UK for an indefinite period.
  • Not be a current or previous member of a proscribed terrorist organisation or group.
  • Not have served a prison sentence.
  • Not applied for the role previously within the last 6 months.

 

What we offer you

We value all our staff and provide many benefits:

  • Starting salary of £16,191 plus an unsocial shift allowance in the region of £651 (pro-rata) per year.
  • 180 hours (pro-rata) annual leave, rising to 209 hours (pro-rata) depending on your length of service.
  • Progressive approach to flexible working, enhanced maternity and paternity leave and potential for a career break (after two years’ service).
  • Great training and development opportunities that support future career progression.
  • Opportunity to join various support networks, staff associations and sports clubs.
  • A competitive benefits package including pension, flexible benefits, employee assistance programme for advice and counselling, access to discounts / savings / cash-back rewards.

Contact Details

For more information please contact the Recruitment department on:  resourcing@surrey.police.uk

Additional Information

We are looking for successful applicants to join on our 13th June 2022 intake and would need to be available for the duration of the training course which runs up until 29th July 2022.

The course schedule is as follows:

13th June to 1st July – full-time Monday to Friday between 8am and 4pm

4th July to 22nd July – part-time Monday to Friday between 1700 and 2200

25th July to 29th July – part-time Monday to Friday, mostly between 1700 and 2200 but some flexibility will be required in hours worked. 

This is followed by a 16 week coaching period working the 1700-2200 shift pattern.

Depending on flexibility coaching can also be offered around one of our rota patterns consisting of earlies/lates or including nights/weekends and then moving to the 1700-2200 pattern once fully trained.

Most of the training is delivered at our Headquarters in Guildford but some of the training can be at different locations usually in the Guildford area.

The probationary period for this role is 12 months and progress assessments take place at regular intervals during this period.

The role of Contact Centre Officer is tenured for 24 months, meaning that you will not be able to start a new position within Force during this time. You may however be able to apply for roles with longer recruitment time frames e.g. Police Constable.

Diversity Statement

We are only as good as our people. It's really important to us that our officers and staff can be themselves in the workplace and we know that as an organisation we'll grow from the variety of thinking, approach and skills that diversity can bring; all of which helps us to deliver a better policing service. We strive to ensure how we deliver our services, provide information and how we recruit is open and accessible to all.

We have a multiple staff support groups who help improve our understanding of diverse issues and ensure they are reflected in our work. We are proud members of the Stonewall Workplace Equality Index and Disability Confident, a signatory of the Race at Work Charter and aligned with the Armed Forces Covenant and the HeForShe movement.

We value the differences that people bring from all backgrounds and communities. Regardless of age, gender, ethnicity, sexual orientation, gender identity or gender expression, disability, social status or religious beliefs, we would love to hear from you!

For more information or any questions, please email the Positive Action Team at: positiveaction@surrey.pnn.police.uk.

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