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Call Handler - Operational Communication Branch (Recruiting for January and February 2020), - Ref:18

Employer
Hertfordshire Constabulary
Location
Force Headquarters (Central Park)
Salary
Competitive
Closing date
21 Nov 2019

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Clearance Level
None / Undisclosed
Sector
Policing, Counter Terrorism
Job Type
Permanent

Job Details

Please note for candidates applying for this vacancy you must be available for the duration of the 8-week Call Handling course starting 6th January 2020 and 10th February 2020. Please see attached documents for further information.

Can you handle it?

As a GMP Call Handler you will be the first point of contact offering immediate emergency telephone support to the diverse communities of Greater Manchester, during times of personal crisis, including real life or death situations.

Every call is different, your role will be to;

- Answer 999 emergency calls and 101 non emergency calls, acknowledging that each caller is different.
- Obtain relevant and specific information from the caller, and then decide the correct response required.
- Keep the caller calm so that they can provide you with all of the important facts about the incident; providing reassurance, advice and support.
- Create incidents to help GMP deploy relevant police resources.

Candidates must clearly give examples of when they have evidenced the below 4 criteria: .

An ability to remain calm and make decisions often in difficult and stressful situations
Some of the calls received can be distressing. It will be your job to empathise with the caller, keep them calm and obtain as much information as possible and to help them.

An ability to communicate in a clear and concise manner, whilst listening skills are crucial, you must be able to communicate concise and accurate information.

An ability to extract relevant information, whilst taking calls, you will extract information from the caller. This requires a high level of skill and further appropriate training will be provided.

Ideally experience in a customer service where you have provided advice and support to customers from a diverse range of backgrounds, solving problems and making decisions.

Candidates must also provide a CV.

Please see attached documents, job description and shift pattern.


Our offer to you; this is a highly specialised role, and a great opportunity for you to build on the transferable skills you already have, via our training and mentoring support. You will be at the front end of GMP, and your actions will help build trust and confidence within our communities.

Please note, if appointed the initial training course will be four weeks Monday to Friday (full-time hours). A further four weeks mentoring will then take place on a full-time shift basis.

We are committed to ensuring that the diverse make up of our workforce is reflective of the communities we serve. We encourage and welcome applications from all backgrounds and all of our communities, particularly from black, asian and minority ethnic groups (BAME) who are currently under-represented. All applications are judged on merit.

To apply for this role you must have a good record of attendance, at least during the last two years.

Greater Manchester Police have been informed of potential personal tax implications for members of the 1987 Police Pension Scheme, who retire and take a pension between the ages of 50 and 54 inclusive and then take up employment as a Police Staff member. Members of the police pension scheme whose age is between 50 and 54 who are re-employed as a Police Staff member have to meet certain conditions to keep their PPA and to protect against personal tax liability charges on any payments paid before the age of 55. One of those conditions is that a break of at least 1 month is required where the re-employment is 'materially different'. However, if the role is not deemed to be 'materially different' then a 6 month break is required.

Should you wish to contact the recruitment team, please e-mail gmprecruitment@gmp.police.uk

This role is *currently based at Force Headquarters, Northampton Rd, Manchester, M40 5BP

*Please note this role is currently under review and MAY BE relocated to Claytonbrook Operational Communications Room, 2 Claytonbrook Road, Openshaw M11 1PP. By applying for this role you accept the possible future change of location as part of your terms of employment

Company

Round the clock more than 3,600 police officers and police staff work hard to provide a policing service to the public of Hertfordshire, supported by more than 300 Specials.

Together we look at where we can make the most difference to improving the quality of everyone's lives, and creating a safer Hertfordshire.

In our work we put our communities first - we want to be there when victims need us the most and when criminals don't. But, most importantly, we want people to be safe and feel safe whether they are in their homes, on the streets or at work in our county.

 

Company info
Telephone
01438 757 777
Location
Police Headquarters
Stanborough Road
Welwyn Garden City
Hertfordshire
AL8 6XF
GB

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