Service Care Solutions Ltd
This job has been posted for more than 30 working days and has expired.

Contact Handler - Police

Service Care Solutions are currently recruiting for a Contact Handler (telephone) to work on a full-time, long-term contract with a local police force in Chelmsford.

Job Purpose:

Receive and record all emergency and non-emergency communications to Essex Police (including telephone and digital).

Assess all contact, grading incidents in accordance with Force policy; assessing the need to police attendance or referring to other departments and agencies as required.

Accurately record all details on the Command and Control system
and support Essex Police identifying threat, harm and risk in order to protect the public and detect and deter crime.

Main responsibility:

- Receive communications from members of the public in both emergency and non-emergency situations,
identifying threat, harm and risks through effective questioning, assessing available options and deciding on
the most appropriate action to be taken.
- Evaluate the nature of the contact, eliciting sufficient information from the caller in respect of the
circumstances in order to grade the call and fully inform the police response to effectively deal with the
problem/issue in accordance with Force Policy and Home Office Guidelines.
- Identify and accurately record essential information on the Command and Control System, using the training
that will be provided to evaluate the urgency of the incident based on the details reported.
- Ensure that callers / persons contacting Essex Police are offered advice and support and are aware of
how their call for service will be handled and what action will be taken in line with Essex Police policies and
- If the matter being reported is not a Police matter, and if appropriate to do so, direct the caller to the most
relevant partner agency or organisation.
- Undertake background research/further enquiries for additional information and complete relevant checks
using the Police National Computer (PNC), ATHENA (intel) and other Police systems to support the
deployment of Police resources

Essential Experience:

GCSE in English at grade C or above, or equivalent qualification.

Previous experience of working within a call centre or customer service environment would be beneficial.

Excellent verbal and written communications skills are essential in order to communicate with callers, deal
assertively and courteously with all enquires whilst managing callers expectations.

The ability to assess and analyse information, identify risk and vulnerability and consider options for actions
using own initiative and professional judgement.

The ability to problem solve, think logically and make sound
decisions applying agreed policies, parameters and procedures.

A working knowledge of Microsoft or Windows based computer packages with the ability to type at 30 words
per minute.

If you wish to apply, or if you have any questions, please call Martin Cookson 01772 208962