XA865 Help Desk Officer **External**
Help Desk Officer
Operational Support
Job type: shift and non-shift positions – both full-time and job-share available.
Location: various across West Yorkshire.
Current vacancies available: Huddersfield (shifts) and Stainbeck (non-shift). Additional vacancies anticipated in the future. A succession/holding pool list will be held.
West Yorkshire Police is looking to recruit for its public Help Desks. Sound communication ability and a real commitment to delivering excellent customer service are essential attributes for the role.
The Role
Based on the front counter at police stations, this role is the interface between West Yorkshire Police and the customer – the general public in dealing with enquiries. Essentially, you will receive, evaluate, and record enquiries in person, via telephone, via e-mail, or through electronic systems. You will provide guidance and support to customers to ensure that matters are dealt with or appropriately directed. Enquiries may entail dealing with victims reporting criminal offences, road traffic collisions, or assisting partner agencies and visitors to the police station. No two days, or enquiries, will ever be alike!
What we need from you
• The ability to use computers - training will be provided on specific applications/systems.
• Previous experience of working in a customer-focused role.
• A drive for providing excellent customer service.
• The ability to communicate clearly and, in particular, to deal with challenging customers with empathy.
• Resilience - to deal with distressed victims and extremely sensitive issues.
Why work for West Yorkshire Police?
• The starting salary for this role is £24,921 rising to £27,351 per annum (pro-rata). A shift role will attract a 12.5% shift allowance and a 13.06% weekend enhancement. This equates to an additional £6,504 per annum rising to £7,139 per annum (pro-rata), as applicable.
• A generous annual leave allowance of 25 days per year, rising to 30 days after 5 years, plus statutory bank holidays (pro rata).
• A generous LGPS (Local Government Pension Scheme).
• An Employee Assistance Service (EAS) – 24/7 access to helplines, online resources, and services to support the wellbeing of you and your family.
• The option to participate in a ‘cycle to work’ scheme. This enables you to lease a brand-new cycle and pay for it via salary- sacrifice deductions.
• The option to participate in the emergency services discount scheme known as ‘Blue Light’ - providing members with thousands of discounts both online and on the high street.
• Talent management scheme.
• Lease car scheme - enables you to lease a brand-new car and pay for it via salary-sacrifice deductions.
• Corporate Metro Card - enables you to purchase a West Yorkshire Metro Card for bus and rail travel with a discount of 28% on monthly card prices through salary deductions.
• The option to become a member of the ‘Company Shop’: www.companyshopgroup.co.uk
Closing date for applications: 23:55 hours on 21st April 2024.
The post is suitable for job share.
Any shift enhancements/weekend allowances are based on the published Force pattern any deviations from this could mean the enhancements/allowances may differ or not apply, for full details refer to staff Terms & Conditions.
West Yorkshire Police is committed to improving the diversity of its workforce to better reflect the diverse communities we serve. We therefore encourage applications from female officers, all minority groups and individuals who identify with one or more of the protected characteristics as defined by the Equality Act 2010. Applications are also welcome from those who have gained transferable skills and experience outside of Operational Support.
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 because it was not possible to vet them to the appropriate standard.
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. Please note: the Evidence of Achievement section will not be visible until the employment section has been completed.