Job Title: Incident Risk and Resolution Officer – Emergency services call handler
Location: South Wales
Salary: £21,837 – £26,016 plus 20% shift allowance and 14% enhancements for weekend working
Job type: Both Part Full Time role available.
Responsive round the clock, the Public Service Centre (PSC) is at the very heart of our work and operations.
South Wales Police are seeking to recruit a number of full-time Incident Risk and Resolution Officers from all areas of the community, and we would encourage applications from diverse minority groups, to work within our innovative Public Service Centre in South Wales Police Headquarters, Bridgend.
The Role:
It handles all incoming emergency and non-emergency telephone calls from the public, so the work is both rewarding and essential to safeguarding the communities of South Wales. The PSC takes over 2000 calls a day and no two calls are ever quite the same, including serious crime, sudden deaths, traffic collisions and missing vulnerable persons.
This is a challenging job where we require unique resilient individuals that can work under pressure, prioritise workloads and use their initiative, whilst managing sensitive and sometimes distressing calls. Individuals need to have an understanding of the importance to provide a good quality and prompt service to customers.
In return, you will have an immensely satisfying job where you are making a significant contribution to safeguarding the communities of South Wales.
Responsibilities:
- The role of the Incident Risk and Resolution Officer requires the individual to be able to analyse information, accurately record what is relevant and comply with South Wales Police’s policies and procedures such as criming at source.
- In addition Incident Risk and Resolution Officers provide the reporting persons with a clear understanding of how South Wales Police intend to progress their report. As well as receiving reports via telephone, Incident Risk and Resolution Officers will also be required to deal with reports through other mediums such as social media, email etc…
- The Incident Risk and Resolution Officer will also be required to operate one of the force’s radio channels. The Incident Risk and Resolution Officer has responsibility for managing Command and Control incidents for their radio channel’s geographical area, the deployment of resources, when applicable providing assistance where required etc.. Whilst carrying out this key role the Incident Risk and Resolution Officer will comply with South Wales Police’s policies and procedures. Incident Risk and Resolution Officers work in a dynamic environment and will be required to deal with challenging and emotionally charged reports and ongoing incidents.
Other areas of responsibilities also include:
- Administration
- Advice and Guidance
- Customer Service and Representation
- Organisation/Planning
- Processes
- Research and Investigation.
The Candidate:
- Must have a good standard of education to at least GCSE A-C Level, including English. NVQ level 2, or equivalent skills and abilities
- Applicants must be 18 at time of application.
Desirable:
- Proficient in the use of DOPRA
- Welsh Language Level 2 – Can understand the essence of a conversation, convey basic information, contribute to meetings, transfer telephone calls and respond to simple requests in Welsh. Also introduce oneself and others by name, role, and location/organisation.
- Retain principal accountabilities of Contact Resolution role.
- Take responsibility for the deployment and management of police resources to incidents.
Additional Info:
You will be required to work 24/7 shifts. You will be required to work a shift pattern, which consists of working a combination of eight, nine and ten hour shifts over a 24/7 period for six days which will include morning, afternoon and night shifts, followed by four rest days.
As an equal opportunities employer, we welcome applications from all suitably qualified persons. However, as Black, Asian and minority ethnic candidates are currently under represented within the Force, we would particularly welcome applications from Black, Asian and minority ethnic applicants.
Please click on the APPLY button to apply directly on our website.
Candidates with the relevant experience or job titles of: Customer Service Manager, Customer Service Representative, Client Services Team Leader, Customer Support, Client Services Manager, Senior Customer Service Advisor, Customer Service Consultant, Customer Service Coordinator, Customer Aid Manager, Customer Support Manager, Customer Services Officer, Senior Customer Services Advisor, Customer Services Manager, Operations Manager, Senior Customer Service Administrator and Administrative may also be considered for this role will be considered for this role.
