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Control Room Operator
PHQ, Martlesham
Full time (37 Hours) - Permanent
£35,296 - £39,603 per annum
Friday 15 September, 5pm
L3166

The Contact & Control Room is at the heart of Suffolk Constabulary providing telephone and digital public contact and deployment of police resources.

• Are you able to remain calm, productive and professional under pressure?
• Can you multi-task whilst delivering an accurate high quality product?
• Are you positive and proactive, possessing the desire to provide excellent customer service for every public contact?
• Are you able to communicate clearly and concisely with people who are distressed with other language challenges?
• Are you innovative, resilient and able to adapt to change?
• Do you have excellent verbal and written communication skills?
• Do you consider yourself as a team player who works well and respects others?
• Do you have what it takes to work in a high-pressured environment?

If you do, then please read on…

Benefits

• Excellent rates of pay with career progression
• Pension scheme
• Blue Light Card scheme for excellent retail and entertainment discounts
• Cycle to work scheme
• Employee Assistance Programme
• Shift patterns to aid work life balance
• Continued wellbeing support

We operate 24 hours per day 7 days a week so applicants will need to be flexible and work shifts as required (including some Bank Holidays).

We ask anyone interested to please complete an eligibility criteria here, https://www.suffolk.police.uk/join-us/ccr-control-room-operator-eligibility.

Those who meet the criteria will be able to book a place on an Assessment Centre at Police Headquarters (PHQ). The Assessment Centre consists of several exercises and generally lasts approximately 4 hours and are held on several weekends after recruitment closes.

Successful candidates will then be invited to a final interview.

If successful at interview, you will be required to commence training aimed at delivery of telephone and digital contact preparing you in answering emergency and non- emergency calls and e-mails. Later and within the first 12 months, you will be required to train as a radio controller required to identify and deploy police resources adhering to strict command and control protocols.

Suffolk Constabulary serves a diverse community, and we are keen to develop a workforce that reflects this. Visible and non-visible minority ethnic groups, people with disabilities, lesbian, gay, bi-sexual and transgender people are currently under-represented in our workplace and therefore we particularly encourage interest from people in these groups.

It is important to understand that although we are able to encourage individuals from under-represented groups to apply to join Suffolk Constabulary, all applications are strictly considered on merit, not ethnicity, gender or sexual orientation.

The above criteria are subject to reasonable adjustment in line with the definition of disability under the Equality Act 2010.

Main activities of the role:

• Deal with incoming contact from Police Officers and Public within response guidelines
• Treat all contacts with respect, courtesy, and cordiality, whilst obtaining relevant accurate information quickly
• Using systems, procedures, and problem-solving skills, attempt to resolve queries in a manner that is acceptable to the person and agreed to by them, without allocating a police officer
• Create incident logs in line with Incident Logging Guidelines. Where an incident requires the deployment of an officer ensure that this is expedited via the dispatcher
• When the person requires advice ensure that the subject is properly researched and correct advice is given, and an incident log is created including advice you have given to the caller
• Deal promptly, professionally, and efficiently with operational staff via the appropriate communications system
• Be proficient in the use of the Force radio system complying with all current procedures and protocols
• Decide, because of the information received via incident log, radio or online from a call taker, the most appropriate police response, taking control of the incident, liaising with the on-ground supervisor whilst maintaining an overview and command of resources
• Input information into and search a range of computerised systems in support of the functions in an accurate and orderly manner
• Ensure that all incident logs are resulted correctly, in a timely manner and in accordance with NSIR guidelines
• Inform the duty supervisor promptly of any serious incidents and any other matter requiring a supervisor’s attention, i.e. pursuits, firearms incidents etc. In addition, ensure such incidents are brought to the immediate attention of the operational supervisor responsible for that area
• Respond to enquiries from other agencies or people requesting information
• Promote best practice by highlighting or suggesting improvements in working practices, arrangements, or technology
• Carry out all duties in accordance with National Policing Standards
• Any other duties commensurate with the role and grade as may reasonably be requested by line management

Contact Role

• Grading calls for appropriate Policing response

Control Role

• Assessing graded response and complying with procedure and policy, deploying resources and controlling operational activity
• Applying correct radio procedures
• Any other duties that are commensurate with the role and grade as may be requested by management

It is essential that applicants meet the following criteria:

• Proven experience of working in a customer service environment
• Ability to demonstrate good verbal and written communication
• Previous experience of dealing with members of the public
• Ability to acquire and retain wide ranging knowledge and information
• Previous experience of working within a team environment
• Ability to demonstrate good interpersonal skills together with an ability to work under pressure
• Previous experience of using Windows based computer systems together with good keyboard skills
• Demonstrate an understanding of the current Data Protection Legislation

It is desirable that applicants meet the following criteria:

• Previous experience of working as a radio operator

Role profile:

DocumentControl Room Operator - Sept 23.pdf

Hours of work are 37 per week on a rotating shift pattern which will include early and late shifts and weekend working, for which the appropriate allowance will be paid. This post is offered on a permanent basis.

Consideration will be given to whether the post can be delivered on either a part time or job share basis, in line with the organisational requirements of this role.

If you have recently applied for this vacancy your application is being processed therefore you do not need to apply again. If you have attended a Recruitment and Assessment Centre in the last 6 months, please note that a further application from you will not be considered.

Anyone who wishes to be considered for appointment should complete the eligibility criteria form and book a place on an assessment centre.

You will receive an automated email from [email protected] confirming you have completed the eligibility form, please check your spam folder if you do not receive an email confirmation.

The recruitment criteria for all posts are subject to reasonable adjustment in line with the Equality Act 2010.

Applications from at-risk staff will be prioritised and receive preference in any selection process.

Job Types: Full-time, Permanent

Salary: £35,296.00-£39,603.00 per year

Schedule:

• Night shift
• Weekend availability

Work Location: In person

Reference ID: L3166