Vacancy Information
Division / Department - Shared Business Services Grade - Grade D Status - Full Time Contract Type - Permanent Salary Grade Range - £20,486 - £23,758 Working Hours - 36.0 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
Surrey Police have established a Shared Business Services Centre (SBSC) to deliver transactional central services operating across the force in a more joined-up and efficient manner. The Shared Business Services Assistant will deliver first line support, technical advice and support within their specialist area directing callers to appropriate technological solutions and information sources and where necessary escalating issues to the retained organisation.
Key Responsibilities
- Provide customer focused first line support service in response to enquiries within a specified desk to internal and external customers, ensuring enquiries are dealt with quickly and effectively.
- Provide an accessible, efficient and professional customer service at all times, contributing to the successful running of the SBSC and a positive perception of its service across the force.
- Promote the reputation of appropriate IT systems to internal customers to facilitate their understanding and use of system, promoting future use and reducing future demand on the SBSC.
- Perform accurate, timely and efficient transactional support and processing so that records are maintained and up to date.
- Provide effective resolution of enquiries, escalating cases where the knowledge database does not provide answers and ensuring involvement of colleagues across the retained HR, Finance or IT business areas as appropriate.
- Respond to enquiries within the parameters of agreed service level agreements (call volumes, call length, call resolution), to ensure targets are met.
- Maintain an understanding of force policies, procedures and strategy across all desk areas, highlighting problems with current practices where appropriate.
- Deal with all enquiries in confidence and act at all times with appropriate discretion
Skills & Experience
It is essential that the post holder has:
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A good standard of general education.
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Extensive experience in the provision of first line customer service.
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Understanding of force procedures relating to the Shared Business Services functions.
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Experience of prioritising conflicting demands and responding appropriately.
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Ability to work with minimum supervision.
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Strong interpersonal and customer service skills with an ability to build a rapport with callers and promote the SBSC to internal and external stakeholders.
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IT literate with good keyboard and data entry skills and a strong attention to detail to ensure accuracy of data.
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Experience of providing administrative services relating to the relevant Shared Business Service functions.
- Although not essential, an understanding of, or experience in, working within the police or wider criminal justice sector would be beneficial.
- Flexibility and ability to learn new IT systems, policies, procedures and processes across the various Shared Services functions to enable movement between desks to meet demand when required.
Further Information
For further information please contact Emma Holloway on 07772 222337
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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