DCM - Contact Officer

Dorset Police; East Knighton; On-site; GBP 21,000 - 25,000; Full time

Job summary

Dorset Police seeks a Contact Officer at Bournemouth HQ to receive non-emergency and emergency calls and online contact from members of the public. You will ensure the most appropriate help is provided, handle each call with empathy, and remain calm when dealing with potentially sensitive and upsetting situations.

The Dorset Contact Management (DCM) aims to get it right first time and streamline the customer journey, answering as many service calls as possible at the first point of contact

Qualifications

• Ability to handle non-emergency and emergency calls with professionalism.
• Empathy and composure when dealing with potentially upsetting calls.
• Excellent customer service and clear communication skills.

Responsibilities

• Receive non-emergency and emergency calls and online inquiries from the public.
• Ensure the most appropriate help and support is provided.
• Maintain calm, empathetic conduct in sensitive scenarios.

Job description

Acting as the front line of policing as one of our Contact Officers at Bournemouth HQ you will be responsible for receiving non-emergency and emergency calls, and online contact from members of the public. Your role will be ensuring the most appropriate help and support is established, handling every call with empathy, whilst remaining calm when dealing with potentially sensitive and upsetting calls.

The focus of the Dorset Contact Management (DCM) is on making every contact count by 'getting it right first time' and ensuring an efficient and effective customer journey as well as seeking to address the maximum number of service calls at the first point of contact within a 24 hour capability.

Prior to your Contact Officer training course (which you will be advised of once you have started in the role) you will be working as a triage operator to familiarise yourself with Contact Centre and the types of enquiries. The duration of your time on triage will vary depending when the next training course is due to start. Your salary and shift allowance will remain as above.