XA560 Contact Officer (Entry Level) **External**
Bradford, Wakefield
£18,951 - £22,833 per annum/pro rata (Career Progression Scheme) plus 20% shift allowance and 13.45% weekend enhancements
THIS VACANCY HAS BEEN ADVERTISED EXTERNALLY
Contact Officers
Operational Support
Contact Management Centre
Dudley Hill, Bradford and Laburnum Road, Wakefield
As a Contact Officer for West Yorkshire Police, you will be responding to both emergency and non-emergency calls, and you will literally be making a difference to - and in some instances actually helping to save – peoples’ lives.
Many people may only use our services once in their lifetime; others might regularly need our assistance. Collectively, our ambition is to provide the highest possible quality of service to them all, so that we can protect and reassure the vulnerable, tackle crime and disorder and bring offenders to justice. You will have a critical role to play in making sure that the communities of West Yorkshire have confidence in their police service and that they are satisfied with the actions we take. This is not just about working in a call-centre; this is about exceptional public service and teamwork to ensure the best possible outcomes for people who need our help.
You will receive training in gathering critical information – often in challenging circumstances - carrying out dynamic risk assessments and determining what immediate actions to take along with bespoke IT training for our Force systems.
Therefore, if you can:
• make sound decisions under pressure and think logically;
• focus on understanding the circumstances, people and risks before you;
• multi-task as an individual and with others
We need to hear from you!
OUR CANDIDATES:
To be successful in this demanding role, you will already have experience of computer packages such as Microsoft Office and you will have the ability to successfully complete various IT courses required for this role.
You must have a minimum typing speed of 28 words per minute and a good command of English, both verbal and written.
You must be able to work as part of a team.
Previous experience of working in a call-centre environment is useful but not a requirement.
We are looking for candidates who are prepared to work flexible hours to suit the requirements of the Contact Centre in order that we can keep our communities safe. As well as vacancies for full time staff working a 24/7 shift pattern, we strongly encourage applications from candidates seeking part-time hours, job-sharing and those who will require flexible working arrangements.
Our Contact Management function also offers a career progression scheme; once you are competent in the role of Contact Officer (Entry Level) and have successfully completed your probationary period, there are opportunities to progress onto the Scale 4 (£20,619 - £22,833) Advanced Level Role. This can be done by ‘upskilling’ and learning other functions within the room to enhance your call handling skills and gain the ability to be flexible across these functions, this option is managed by your line manager. Please note a minimum tenure period of 2 years applies to all new joiners into the Contact Management Unit.
Assessments are expected to be held from 4th May 2020 at our Force Headquarters in Wakefield City Centre.
Interviews are expected to be held from 1st June 2020 at our Force Headquarters in Wakefield City Centre.
Timeline for Initial Contact Training Courses;
Week 1 - Induction Week
Week 2-5 - IT Training
Week 6-8 - Skill Training
Week 9-13 - Training HUB
All trainees will be required to complete the above training on a full time basis.
Once trainees leave the Training HUB, they will join their respective teams.
Job Share trainees will be expected to work a further 2 full sets of shift at full time hours in the Contact Management Centre prior to starting their agreed job share hours.
Further information about this role is available on request for those who need more details before applying. To request further information, please contact the West Yorkshire Police Resourcing team via email, the email address for which is hr.resourcing@westyorkshire.pnn.police.uk
The volume and variety of demand for our services continues to grow. Therefore if you believe you have the right skills and experience to help us deliver an excellent service in this complex, customer-focused environment, and can deliver a positive image of West Yorkshire Police over the telephone to the public we serve, please get in touch as soon as possible.
Applicants should be aware that it is not always possible to carry out adequate vetting checks on persons who have not been resident within the UK for the last three years. Therefore, where this applies, applicants may be refused on the grounds that it was not possible to vet them to the appropriate standard.
West Yorkshire Police is committed to improving the diversity of its workforce to better reflect the diverse communities we serve. We welcome applications from all minority groups and individuals who identify with one or more of the protected characteristics as defined by the Equality Act 2010.
Next Step:
We appreciate the time and effort that goes into completing a job application, so to help you prepare for this, please consider the following guidance prior to submitting your application. Remember this is your opportunity to demonstrate why you should be selected for the next phase of the recruitment process.
When completing your application ensure that:-
• All information provided is honest and accurate
• Your application meets the essential requirements on the role profile
• You provide evidence of how your previous experience, skills and abilities demonstrate how you meet the essential requirements of the role. Do not only tell us that you can fulfil the criteria on the role profile without further explanation and examples.
• You provide a full and continuous history of your education/training and unemployment/work experience.
• You have checked all spelling and grammar. Do not rely solely on computer spellcheckers.
• You use the Competency and Values framework.
For a detailed description of the Competency and Values levels required please refer to the http://www.college.police.uk/What-we-do/Development/competency-and-values-framework/Documents/Competency-and-Values-Framework-for-Policing_4.11.16.pdf (This link may be copied and pasted into your browser). This document will assist you in completing the Evidence of Achievement section of the application form.
Want to make your application stand out?
• Give us a full picture of your ability to undertake the role by submitting a well-structured, informative and interesting application.
• Answer each question fully by providing us with evidence that best demonstrates your suitability for the role.
The application process will close at 23:55 hours on Sunday 19th April 2020.
Once you have submitted your application, our Recruitment Team will shortlist candidates and invite successful candidates to attend an assessment.
We are aiming to ensure candidates are posted onto training course dates, which are currently available in September and November 2020.
Contact Officers
Operational Support
Contact Management Centre
Dudley Hill, Bradford and Laburnum Road, Wakefield
As a Contact Officer for West Yorkshire Police, you will be responding to both emergency and non-emergency calls, and you will literally be making a difference to - and in some instances actually helping to save – peoples’ lives.
Many people may only use our services once in their lifetime; others might regularly need our assistance. Collectively, our ambition is to provide the highest possible quality of service to them all, so that we can protect and reassure the vulnerable, tackle crime and disorder and bring offenders to justice. You will have a critical role to play in making sure that the communities of West Yorkshire have confidence in their police service and that they are satisfied with the actions we take. This is not just about working in a call-centre; this is about exceptional public service and teamwork to ensure the best possible outcomes for people who need our help.
You will receive training in gathering critical information – often in challenging circumstances - carrying out dynamic risk assessments and determining what immediate actions to take along with bespoke IT training for our Force systems.
Therefore, if you can:
• make sound decisions under pressure and think logically;
• focus on understanding the circumstances, people and risks before you;
• multi-task as an individual and with others
We need to hear from you!
OUR CANDIDATES:
To be successful in this demanding role, you will already have experience of computer packages such as Microsoft Office and you will have the ability to successfully complete various IT courses required for this role.
You must have a minimum typing speed of 28 words per minute and a good command of English, both verbal and written.
You must be able to work as part of a team.
Previous experience of working in a call-centre environment is useful but not a requirement.
We are looking for candidates who are prepared to work flexible hours to suit the requirements of the Contact Centre in order that we can keep our communities safe. As well as vacancies for full time staff working a 24/7 shift pattern, we strongly encourage applications from candidates seeking part-time hours, job-sharing and those who will require flexible working arrangements.
Our Contact Management function also offers a career progression scheme; once you are competent in the role of Contact Officer (Entry Level) and have successfully completed your probationary period, there are opportunities to progress onto the Scale 4 (£20,619 - £22,833) Advanced Level Role. This can be done by ‘upskilling’ and learning other functions within the room to enhance your call handling skills and gain the ability to be flexible across these functions, this option is managed by your line manager. Please note a minimum tenure period of 2 years applies to all new joiners into the Contact Management Unit.
Assessments are expected to be held from 4th May 2020 at our Force Headquarters in Wakefield City Centre.
Interviews are expected to be held from 1st June 2020 at our Force Headquarters in Wakefield City Centre.
Timeline for Initial Contact Training Courses;
Week 1 - Induction Week
Week 2-5 - IT Training
Week 6-8 - Skill Training
Week 9-13 - Training HUB
All trainees will be required to complete the above training on a full time basis.
Once trainees leave the Training HUB, they will join their respective teams.
Job Share trainees will be expected to work a further 2 full sets of shift at full time hours in the Contact Management Centre prior to starting their agreed job share hours.
Further information about this role is available on request for those who need more details before applying. To request further information, please contact the West Yorkshire Police Resourcing team via email, the email address for which is hr.resourcing@westyorkshire.pnn.police.uk
The volume and variety of demand for our services continues to grow. Therefore if you believe you have the right skills and experience to help us deliver an excellent service in this complex, customer-focused environment, and can deliver a positive image of West Yorkshire Police over the telephone to the public we serve, please get in touch as soon as possible.
Applicants should be aware that it is not always possible to carry out adequate vetting checks on persons who have not been resident within the UK for the last three years. Therefore, where this applies, applicants may be refused on the grounds that it was not possible to vet them to the appropriate standard.
West Yorkshire Police is committed to improving the diversity of its workforce to better reflect the diverse communities we serve. We welcome applications from all minority groups and individuals who identify with one or more of the protected characteristics as defined by the Equality Act 2010.
Next Step:
We appreciate the time and effort that goes into completing a job application, so to help you prepare for this, please consider the following guidance prior to submitting your application. Remember this is your opportunity to demonstrate why you should be selected for the next phase of the recruitment process.
When completing your application ensure that:-
• All information provided is honest and accurate
• Your application meets the essential requirements on the role profile
• You provide evidence of how your previous experience, skills and abilities demonstrate how you meet the essential requirements of the role. Do not only tell us that you can fulfil the criteria on the role profile without further explanation and examples.
• You provide a full and continuous history of your education/training and unemployment/work experience.
• You have checked all spelling and grammar. Do not rely solely on computer spellcheckers.
• You use the Competency and Values framework.
For a detailed description of the Competency and Values levels required please refer to the http://www.college.police.uk/What-we-do/Development/competency-and-values-framework/Documents/Competency-and-Values-Framework-for-Policing_4.11.16.pdf (This link may be copied and pasted into your browser). This document will assist you in completing the Evidence of Achievement section of the application form.
Want to make your application stand out?
• Give us a full picture of your ability to undertake the role by submitting a well-structured, informative and interesting application.
• Answer each question fully by providing us with evidence that best demonstrates your suitability for the role.
The application process will close at 23:55 hours on Sunday 19th April 2020.
Once you have submitted your application, our Recruitment Team will shortlist candidates and invite successful candidates to attend an assessment.
We are aiming to ensure candidates are posted onto training course dates, which are currently available in September and November 2020.
20%, Weekend Enhancements
This opportunity is closed to applications.