Customer Service Specialist - Communications Centre

Job Description

Salary: Band 5, £13,140 - £13,676 (equating to a potential £16,557 - £17,233 with shift and weekend allowances)Please note shift allowances are subject to change based on hours/weekends worked, the amount stated is not definitive, however gives an idea of the potential uplift of your base salary.Location: PontelandHours: Due to potential changes to our shift pattern we are looking to recruit candidates on a Key-time 18.5 Hours per week this will include weekend/bank holiday work.Contract: PermanentWorking for #TeamNPOur purpose at Team NP is simple: to keep people safe and to fight crime. But it takes more than officers alone to do the job - and that’s where our 2,000-strong team of police staff and 200 volunteers come in. As one of the largest police forces in Englandwe have a huge variety of departments and specialisms offering you endless opportunities. From mentoring and coaching schemes and online soft skills courses to leadership development programmes; we’ll give you the support, training and time to carve out thecareer you always wanted. As one of the top 50 UK inclusive employers and a disability confident employer, we promote a culture of respect in the workplace so everyone can feel seen, heard and valued. Whether you’re a member of staff or a volunteer, you canalso expect first-rate support to manage your health and wellbeing. With year-round events, a 24/7 welfare support hotline and a leading approach to neurodiversity, our initiatives enable you to be at your best. Above all else, here at Team NP, we can offeryou a career that is so much more than just a job, it’s a chance to be part of something that really matters. Learn about our full benefits package.The roleHere at Northumbria Police, we think our region is amazing! It takes a great deal of people from different backgrounds, with diverse skills and experience to serve our force area effectively, think you have what it takes to help us make a difference Thiscould be the perfect time for you to join us in our Communications Department as a Customer Service Specialist. Working a part time role will enable you to achieve a real home/work life balance and as the first point of contact for many of our customers bytelephone or one of our many digital channels, and your engagement will define the service they receive from Northumbria Police. Using effective communication, the team deliver an outstanding customer service experience in response to all public interactions,acting where possible to resolve queries at first contact and providing professional advice and effective signposting. With customer service at the heart of everything we do, and using a problem-solving approach, we aim to resolve many queries during thatfirst contact.What you’ll doThe team receives customer contact via 101 as well as through numerous digital platforms such as web chat and online reporting forms and in the future, this will include social media reporting. Every contact is different, some of which will be an emergencyand will require the customer service specialist to identify, assess and mitigate risk to ensure the correct response is allocated. You will handle contact from members of the public experiencing a wealth of emotions and need to be able to adapt your styleto meet their needs. You will also deal with police officers, professionals, and partner agencies. As a Customer Service Specialist, we will support you in developing an in-depth knowledge of all aspects of the organisation. You will need a have a desire toresolve the customer’s query at first point of contact, ensuring excellent customer service and demand reduction to other departments. Working within a busy department, you must be able to work well under pressure and resilient to change. Due to potentialchanges to our shift pattern, we are looking to recruit candidates on a Key-time 18.5 Hours per week this will include weekend/bank holiday work. Our training course is full time Monday - Friday 0800 - 1600 for 8 weeks, there is a requirement that you canattend this course for the full duration and to be able to be mentored full time for a further five weeks, without any periods of leave being taken. It is likely the train course will commence in March 2024. Sound interesting For further information, andto support your application, please view link below.What you’ll bring

• Excellent communication and listening skills with the ability to build rapport quickly.
• A passion for problem-solving.
• The ability to assess and understand key information.
• Confidence to multitask, recording information accurately with attention to detail.
• IT competence across a range of applications.
• Committed to getting things right for our customer and delivering outstanding customer service.

We know its important for you to feel that youre not only part of a great team, but part of a community. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriageand civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. Harnessing these differences creates a productive environment in which everyone feels valued, and their talents are fully utilised.

Keyskills :
Crime Customer Contact Police Welfare Soft Skills