Vacancy Information
Division / Department - Contact and Control
Grade - Grade 6
Status - Full Time
Contract Type - Permanent
Salary Grade Range - £21,837 - £23,100
Working Hours - 37.0 Hours per Week
Shift Allowance -
Politically Restricted -
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
An initial Triage Officer is the first point of contact for all non-emergency voice contacts from the public and other agencies. You will receive and critically assess these types of contact, elicit information, manage expectations and where able signpost to other agencies or resolve the call using the guidance material provided. The post holder will utilise a range of systems, which will include extending calls through to the appropriate extension, contact officer or documenting contact as directed.
Key Responsibilities
To answer voice contacts made to Sussex Police promptly, in a helpful and courteous manner and in accordance with public service targets Triage voice contact by using brief questioning to identify the purpose and nature of each contact by eliciting relevant and sufficient information to enable an accurate and timely assessment of appropriate means of resolution Use the Engagement and Resolution flowchart to identify the appropriate action to resolve / determine the appropriate agency, or to determine whether the call is emergency/no emergency related and to extend the call to the appropriate Contact Officer
Skills & Experience
Educated to GCSE or equivalent level or experience of working in a contact centre or call taking environment
Excellent verbal and written communications skills Able to communicate difficult messages to members of the public
Able to use own initiative, using professional judgement to give the right advice
Good interpersonal skills to be able to influence and negotiate with both internal and external persons and deal courteously with enquiries
The ability to work effectively as a member of a team
The ability to implement a policing framework to make decisions with the ability to think laterally and be able to creatively resolve incidents
Professional at all times and adhere to the Code of Ethics
Demonstrate Personal Responsibility and the ability to work with minimal supervision
Further Information
For further details about this role please contact
joanne.skinner@sussex.pnn.police.uk
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.
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.
Diversity Statement
We are only as good as our people. It's really important 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 brings; all of which help us 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 multiple staff support groups who help to improve our understanding of minority 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, sex, ethnicity, sexual orientation, gender identity or gender expression, disability, social status or religious beliefs, we would love to hear from you.