Emergency Call Quality Assurance Officer

South-Wales-Police; Bridgend; Presencial; GBP 27.000 - 33.000; Jornada completa

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Descripción de la vacante

The Public Service Centre at South Wales Police Headquarters in Bridgend is hiring a Call Management Support Team Assistant. You will be part of an Emergency Control Room quality assuring 999 and 101 contacts and incidents, contributing to safeguarding and service quality across the Force.

You will review calls, provide feedback, and support learning while ensuring data protection and confidentiality. The role is full-time with 37 hours weekly.

Formación

• Experience in call handling and incident creation within policing or emergency services.
• Ability to assess risk, safeguarding needs and vulnerability in callers.
• Strong attention to detail and accuracy in records.
• Clear written and verbal communication for feedback and reporting.
• Good organisational skills and prioritisation under pressure.
• Familiarity with data protection and information security principles.

Responsabilidades

• Reviewing and quality assuring calls, digital contacts and incident records.
• Assessing accuracy, quality and consistency of call handling and incident creation.
• Identifying good practice and opportunities for improvement and learning.
• Providing constructive feedback to support team development.
• Supporting supervisors by highlighting trends and recurring concerns.
• Maintaining THRIVE assessment, safeguarding, and vulnerability identification standards.
• Contributing to continuous improvement in service to victims and the public.
• Maintaining confidentiality and handling sensitive information appropriately.

Conocimientos

Call handling

Incident creation

Risk assessment

Vulnerability & safeguarding

Attention to detail

Communication skills

Data protection & confidentiality

Educación

Herramientas

Niche

Control Works

Descripción del empleo

The Public Service Centre at South Wales Police Headquarters in Bridgend is hiring a Call Management Support Team Assistant. You will be part of an Emergency Control Room quality assuring 999 and 101 contacts and incidents, contributing to safeguarding and service quality across the Force.

You will review calls, provide feedback, and support learning while ensuring data protection and confidentiality. The role is full-time with 37 hours weekly.