customer service officer

Job Details

North wales police are looking for an communications operator to provide a professional, effective and efficient customer service within North Wales Police with the aim of ‘getting it right first time.

  1. To receive and resolve public enquiries in accordance with force policy.
  2. To give advice and take appropriate action, being accountable for getting it right first time and managing callers expectations regarding the service that can be provided.
  3. To interrogate and analyse a broad range of information systems in order to assess risk and gather relevant supporting data to provide the best and safest resolution to the callers enquiry/request.
  4. To clearly and accurately record relevant information into an extensive range of computer systems for a variety of intended audiences including other police departments and external agencies.
  5. To liaise with external agencies as appropriate.
  6. To be responsible when appropriate for the closure of incidents.
  7. To distribute messages as appropriate via the force system such as e-mail, telephone fax and intranet.
  8. To direct the nearest “police unit” to an incident/emergency once the location has been identified, by way of ‘intelligent deployment’ by considering and deciding upon the most appropriate resources to commit to it, based on their role, skills and equipment.
  9. To be fully accountable for all deployment decisions, which will include the forward planning and management of resource options, thereby maximising the most efficient use of available resources to respond to Priority 0 and Priority 1 events.
  10. To inform and direct other relevant emergency services to incidents e.g. fire, ambulance, RAF Mountain Rescue etc.
  11. To act as co-ordinator between agencies, and to contact outside agencies as required for incidents i.e. garage recovery, councils-highways department, water/electricity boards, British Telecom, traffic light contractors, etc.
  12. To maintain a log of all incidents ensuring that all call-outs (as per above) are recorded.
  13. To schedule appointments and/or task events and occurrences as appropriate.
  14. To update the Force Records Management System as required, including tasking of staff
  15. Undertake a range of clerical duties relevant to the role.
  16. To inform the duty supervisor of any incident that requires supervisory attention.
  17. To represent colleagues/organisation in various forums as and when required.
  18. To utilise the force computer systems to enquire, extract and update information in accordance with legislation, force policy and procedures.
  19. To be prepared, on occasions, to work elsewhere within OSS whilst engaged in assisting at special events or major incidents.
  20. To be aware of Force policies on Equal Opportunities, Ground Rules, Health & Safety and Data Protection and to comply with the legislation and the standards of good practice.

Payrate : £13.00