Job Description

Salary: Band 5, 27,531 - 28,653
Location: Alnwick Police Station
Hours/Contract: 37 hours per week (Monday - Friday), Permanent
Working for #TeamNP
Our 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 England we 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 the career 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 can also 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 offer you 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 role
Here 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? This could be the perfect time for you to join us in our Communications Department as a Customer Service Front Office.
As a Customer Service Front Office employee, you will provide exceptional service in all external customer interactions, aiming to resolve queries at first contact whenever possible. Offer professional advice and effective signposting.
As the first point of contact for the public, handle face-to-face, telephone, and digital communications, including making outbound calls when necessary. Responsible for identifying and assessing information in accordance with THRIVE guidelines.
What you'll do

• Ensure that the public enquiry desk is open at the times advertised to the public.
• Engage effectively with external customers through various formats (face-to-face, 101, digital contact), quickly building rapport and using a creative problem-solving approach to understand and respond to customer needs.
• Handle enquiries from a variety of sources including, but not limited to, face-to-face, telephone, online, email, and voicemails within the time specified by any agreed service levels and adhering to quality standards.
• Create incidents/events reported in person, via telephone, or online using ASPIRE/STORM and applying THRIVE.
• Maintain an up-to-date knowledge of procedures, including those of partner agencies, to deal effectively with all customer contact such as property enquiries, complaints, incident and crime progression, as well as other miscellaneous general enquiries.

Sound interesting? For further information, and to support your application, please view the
What you'll bring

• THRIVE.
• Experience of an organised approach in line with concise documents and note taking.
• Ability to record information in a timely manner.
• Ability to use judgement, initiative and creativity, to resolve situations and provide positive solutions.
• The ability to communicate clearly, concisely and timely at all levels.
• Evidence of excellent communication & interpersonal skills.
• Demonstrate a professional and proactive approach to customer service.
• A good understanding of managing customers' expectations.

We know it's important for you to feel that you're 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, marriage and 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. Appointments are based on merit alone.
Interested to learn more? For further information about the role please contact Ellie Eccleston, Resource Planning Manager by email at eleanor.eccleston@northumbria.police.uk
Just so you know
Our application form will help us understand how your work, education and life experience has prepared you for the role of a Customer Service Front Office with #TeamNP. To help support your application research what makes us tick here at Northumbria, the role you're applying for and the values and behaviours that contribute.
The recruitment process will consist of the initial application form followed by a face-to-face interview. Just so you know, you can save your application and come back to it any time prior to the closing date on the advert.
We are proud members of the Business Disability Forum, with whom we collaborate with to improve the lives of disabled employees. We are also a Disability Confident Employer, therefore if you demonstrate that you meet the minimum criteria for this role as stated in the advert, we will progress your application and offer you an interview.
If you tell us that you have a disability, we can make adjustments to support you through the recruitment process (for example we can arrange extra time for tests or provide a sign language interpreter) You can get in touch with us via careers@northumbria.police.uk for any support regarding the application process. Please provide us with plenty of notice so we can ensure your visit goes smoothly.
If your application is successful, we'll ask you to complete a Recruitment Vetting (RV) form, therefore you must be a resident of the UK for a minimum period of 3 years to ensure vetting checks can be successfully performed. A job offer will be dependent upon vetting clearance, medical information, and references.
Terms of appointment
This is a permanent role subject to a six-month probationary period.
If you are successful in your application, you will have a six-month probation period with us where you will be unable to apply for any other post advertised internally or externally.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

Skills Required