Staff - Enquiry Desk Officer (Part Time) Northampton, England
Job description
£23,100 - salary will be pro rata for part time contracts.
26/02/2023, 23:55
Enquiry Desk Officer
SCALE: 4
SUPERVISION AND CONTROL: Enquiry Desk Supervisor
RESPONSIBLE FOR: No Subordinates
PLACE OF WORK: Countywide
HOURS OF WORK: 30 hours on a rotating shift pattern between 0900 - 1700 Monday - Saturday (1 Saturday per 3 weeks)
PURPOSE OF ROLE:
To act as the first point of contact to the public and other service users at designated Force Front Offices, providing the public with advice and guidance, ensuring reported incidents are risk assessed and graded appropriately. You will aim to satisfactorily resolve all enquiries at the earliest opportunity wherever possible. Working in conjunction with the wider Force Control Room, you will provide a consistent high quality service in line with the Forces current vision and strategic priorities.
KEY TASKS:
- To be the initial point of contact at your designated Front Office location dealing with enquiries as they are presented to you
- To risk assess and prioritise all reported incidents in line with the threat and risk presented
- To appropriately operate a range of Force systems where required in order to record and retrieve information and intelligence
- To resolve incidents where possible through providing suitable advice based on Force policies and legal procedures or signposting the public to the most relevant partner agency
- To be responsible for initial management of lost/found property, surrender of prohibited items, vehicle releases, taking fingerprints and bail matters at your designated Front Office
- To be vigilant with regards to security, reporting any suspicious activity immediately to the Force Control Room
- To look for opportunities to support the wider Force where appropriate
- To take on any other reasonable tasks as directed by the Enquiry Desk Supervisor
NOTE:
The job description reflects the major tasks to be carried out by the post holder and identifies a level of responsibility at which the post holder will be required to work. In the interests of effective working any major tasks may be reviewed from time to time to reflect the changing needs and circumstances. Such reviews and other consequential changes will be carried out in consultation with the post holder. The post holder will also be required to carry out such other duties, as may be within the general scope of the post.
CONDITIONS OF SERVICE:
The appointment may be full or part time and will be subject to the conditions of service of the Police Staff Council.
The annual leave entitlement (pro rata) is 25 days with an additional 5 days after 3 years continuous service.
PERSON SPECIFICATION:
Essential Criteria
Proven experience of managing multiple tasks requiring attention to detail and excellent interpersonal skills
Demonstrate an ability to interpret information and conduct an accurate risk assessment based on that information
Excellent communication skills (written, oral and listening) with an ability to inform and liaise with others clearly and confidently as well as the ability to establish quickly both the needs of the customer and the nature of the policing response required
Demonstrate resilience when dealing with extremely stressful incidents, and customers who are often highly emotional
Comprehensive, fast and accurate keyboard skills with the ability to listen, interpret information, speak with customers and type simultaneously and computer literacy with a proven ability to create and update records accurately and speedily by direct input
Demonstrable problem solving and decision making skills; able to analyse information, evaluate and assess risk applying appropriate solutions
Ability to remain calm and focused and maintain performance under pressure
Ability to work effectively on your own or within a team, supporting colleagues in the delivery of their objectives and goals as well as contributing to team and organisational goals
Demonstrates the ability to respond to change in the working environment by showing willingness to adapt and be flexible without detriment to service or performance
Demonstrate a high level of motivation and flexible attitude; adapting well to change and new working practices, evidenced by a high level of productivity/ achievement with minimal supervision
Ability to travel to all Police Stations across the Force and required by the role to cover sickness, holiday or other circumstances as necessary
Demonstrate an understanding of the diversity issues appropriate to the role
Why work for Northamptonshire Police?
Northamptonshire Police has gained a reputation as a pioneering and innovative force, responsible for policing a large diverse, multi-cultural population.
If you are looking for a fresh challenge which offers a genuine opportunity to make a real difference to people’s lives, variety and the chance to broaden your experience, then Northamptonshire Police is the force for you.
Equality, diversity and inclusion
Northamptonshire Police are committed to equality, diversity and inclusion.
We are working hard to increase diversity and inclusion within the Constabulary, where communities are under-represented, including those from Black, Asian and Minority Ethnic communities, people of all ages, abilities, faiths, religions and gender, LGBT communities and those from other disadvantaged or marginalised backgrounds, who share our values and wish to make a difference to the communities we serve.
All applications will be treated on merit, based on the evidence provided in your application and suitability for the role you have applied for.
Flexible working
All requests for flexible working patterns will be considered and will be dependent on the role.
Recruitment and Selection Policy
Internal applicants who are at risk of redundancy or in need of redeployment and pass the selection process, will be offered the role over the remaining internal and external applicants.
Internal applicants must have line manager support prior to proceeding with an application.
Police Barred and Advisory lists
Individuals placed on the Police Barred and Advisory lists will not be considered for employment by the police for a minimum of 5 years from the date of listing in the case of gross misconduct, or 3 years from the date of listing in the case of poor performance.
Vetting and safeguarding
Northamptonshire Police are committed to safeguarding and operate safer recruitment processes, to ensure a police service that employees are proud to work for because they feel safe, valued and part of a happy and supportive work environment. All employees and volunteers therefore will be subject to background checks including vetting and references.
