Vacancy Information
Division / Department - Estates and Facilities Management
Grade - Grade 8
Status - Full Time
Contract Type - Permanent
Salary Grade Range - £22,047 - £23,946
Working Hours - 37.0 Hours per Week
The starting salary for this role will usually be at the bottom of the salary range and will be pro-rata if the working hours are less than full time.
The Role
The Estates and Facilities Department are seeking a highly motivated and customer focused individual to take on the role of Customer Service Officer within our small but busy teams. The successful candidate will need to work with a team of assistants to deliver a first class service to our customer base, both internal and external to the organisation.
They will act as a coach and mentor to both our Estates and Facilities Helpdesk and our HQ Reception teams , supporting with both training and development as well as looking at areas of improvement.
This is an exciting period within Estates and Facilities as we see changes to the way we work across the Force. The Customer Service Officer will need to help implement change and support the teams through any change process.
The role is a full time permanent position working Monday to Friday on a rotating weekly schedule of 08:00-16:00 and 09:00-17:00 with 30 minutes for lunch.
The role will initially be based at our HQ however changes in the team could mean that the site location is changed or allow for agile working.
Key Responsibilities
Provide a comprehensive 360% service to respond to, task and allocate helpdesk requests for Estates and Facilities services or report faults to internal Sussex Police personnel or external contractors, partners and other agencies for action
The Customer Service Officer will act as a coach and mentor to the Customer Service Assistants both on the Helpdesk and HQ Reception. Providing 1st line support to the team members, ensuring approachability to the team and customers.
Monitoring each team member’s performance, providing additional training where required through a tailored manner in accordance with the team member’s needs.
Keeping records of team matrix and assisting them to a stage where each task can be completed confidently and unaided.
Acting in a manner and carrying out duties to the grade and character of work as may be reasonably required. Ensuring role model for the team members and demonstrating a can do attitude towards work.
Providing 1st line of support for any escalated complaints, ensuring that they are investigated and responded to in a professional and timely manner.
Helping the Team Leader to recruit for any vacancies within the teams, inducting new staff members and providing training in accordance with the team procedures.
Time management is essential in this role, producing and managing the team rotas, ensuring that leave requests are approved in accordance with team procedure.
Ensuring that all teams are appropriately resourced and forward planning for potential periods of sickness and leave.
Supporting the teams during periods of short staffing through prioritising workloads and stepping in with the assistant’s tasks as required.
Assisting the Specialist Service Team Leaders and Manager with projects, helping to develop best practice and looking at opportunities for service improvement. Ensuring any changes in procedure are documented and shared with the teams.
Administration of the 3i internal data logging system used on the Estates and Facilities Helpdesk. Ensuring that information within the database is correct and up to date, making any changes required by the other teams in the department.
Providing a comprehensive, cost effective and value for money service looking for potential cost savings and patterns of spend through the completion and analysis of Financial SAP reports. Placing and amending orders in SAP and SRM in accordance with Sussex Police Procurement policies.
Supporting Reception in their daily tasks including the production and design management of Interflex ID and warrant cards as well as interflex license management.
Skills & Experience
• Educated to O Level/GCSE Level standard or equivalent.
• NVQ in customer service skills and demonstration of excellent customer service.
• Previous experience in a customer service environment and experience of managing and developing staff.
• High levels of accuracy with attention to detail – logical method of working
• Able to follow written work instructions and provide new processes and procedures
• Research and analytical skills with the ability to research and analyse data.
• Good written and verbal communication skills (be able to talk at all levels)
• Computer literate, including basic use of EXCEL, SAP etc.
• Ability to work in a team environment as well as alone and be self-motivated and an enthusiastic team member.
• Good level of literacy and numeracy and statistics.
• Excellent planning and organising skills with the ability to work to deadlines and meet changing demands.
• Be methodical, logical and detail oriented.
• Able to document and maintain records accurately and introduce new ways of working.
• Well motivated, enthusiastic and well-organised.
Further Information
For further information in relation to this role please contact Paige Ward, Specialist Services Team Leader via email: paige.ward@sussex.pnn.police.uk
We recognise that our people are balancing demanding careers with commitments and interests outside of work. We welcome applications and discussion with candidates who want to work full-time or part-time/flexible hours.
Additional Information
Following submission of your application you will receive a confirmation email with a copy of your application attached. Occasionally emails from this address can fall into spam/junk folders so please ensure this is checked regularly. You may wish to consider adding noreply@surreysussexpolice.as.recruitmail.com to your address/contact list to ensure you receive all communications.
This post is being advertised in parallel with Force redeployment processes. Any redeployees who are identified will be given preference. This may result in the post being withdrawn at any point during the recruitment process.
If you are an internal candidate looking to apply for this role, please ensure that you discuss your application with your line manager before submitting an application. If you are conditionally offered the role your attendance record and any reasonable adjustments already in place will be discussed with yourself and your current line manager.
Please note that not all jobs are available for internal candidates across both Forces, the current agreed recruitment principles are;
- vacancies in collaborated units are available to all officers and staff across both Forces
- vacancies in non-collaborated units are only available to officers and staff within the Force with the vacancy unless it is advertised externally. If the vacancy is advertised externally and an officer or member of staff from the other Force is success it will result in a transfer of employment.
Surrey Police and Sussex Police Special Constables, Volunteers and Agency Staff (excluding self employed workers) covered under the Agency Worker Regulations (AWR) are eligible to apply for internal advertised posts.
Applications will only be accepted by clicking the 'Apply Now' button. CVs are not accepted as part of our recruitment process.
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 believe that as an organisation we'll benefit from the variety of thinking, approach and skills that diversity can bring; all of which helps us to deliver a better policing service.
We have worked really hard to create a safe, open and inclusive culture. We have a range of staff networking groups to provide specific support and advice and we are proud to be members of Stonewall and Disability Confident, and to be aligned with the Armed Forces Covenant and the HeForShe movement.
We value the differences that people bring from all backgrounds and communities so, 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.
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