Safer Roads for West Midlands - Customer Service Assistant (Operations)

West Midlands Police; Birmingham; Hybrid; GBP 24,000 - 29,000; Full time

Job summary

West Midlands Police’s Safer Roads for West Midlands team is recruiting a Customer Service Assistant to help the public book NDORS courses and manage inquiries. You will be the first point of contact, handling bookings, resolving issues, and escalating where needed to improve service levels.

You will monitor course compliance, coordinate with clients to rearrange bookings where necessary, and contribute to a positive customer experience while reporting to the Customer Service Supervisor.

Qualifications

• Experience in customer service or contact centre preferred.
• Able to handle sensitive information and maintain high professional standards.

Responsibilities

• Assist the West Midlands Safer Roads for West Midlands team in booking NDORS courses and providing first-class customer-focused support to the public.
• Monitor course compliance and reschedule bookings directly with clients when needed to ensure best use of resources.
• Log and escalate complaints to Supervisors to improve customer service.
• Respond to clients efficiently via telephone or email and ensure services are delivered right first time, on time.

Skills

Customer service

Telephone support

Complaint handling

Booking systems

Job description

Job Description

An exciting opportunity has arisen for you to be part of the Safer Roads for West Midlands team to deliver national driver education courses as an alternative to prosecution within the West Midlands, to improve road safety and reduce casualties on our roads. The team isled by own its own police staff manager working within West Midlands Police as a distinct part of the Operations department.

The team work in partnership with UK Road Offender Education (UKROEd) and the National Driver Offender Retraining Scheme (NDORS) to deliver excellent customer service and course delivery, contributing to our aim of improving road safety throughout the West Midlands. The team will be required to secure course placements and take payments from the public.

About the Role

As a Safer Roads for West Midlands Customer Service Assistant, you will be reporting to the Customer Service Supervisor to provide support to the public in booking courses, resolving, recording and escalating complaints in order to improve customer service. You will be their first point of contact.

As an assistant, you will monitor NDORS course compliance, resolving issues identified or escalating where necessary. You will identify when a course may not be feasible or resolve issues by rearranging bookings direct with the customer ensuring the best use of resources.

The role will require you to operate a variety of office equipment, software systems and equipment efficiently as well as gathering performance data for the team manager for organisational learning and development opportunities.

You will need to participate in the West Midlands Conversations process and take responsibility for identifying your own professional and career development needs.

Key Responsibilities

• To assist the Safer Roads for West Midlands team in the provision of
  first-class customer focused support to the public booking NDORS
  (National Driver Offender Retraining Scheme) courses.
• Work as part of a collaborative goal orientated team focused on
  achieving a positive customer experience for the public.
• Supporting the public to book NDORS courses, monitoring course
  compliance and rescheduling bookings directly with the clients to
  ensure best use of resources. You will be the first point of contact.
• Log and elevate complaints to the Safer Roads for West Midlands
  Supervisors to improve customer service.
• Respond efficiently and effectively to clients via telephone or email.
  Ensuring all services are delivered right first time, on time and in the

Salary and Shifts

Salary: £26,703

Shift patterns: We are offering a full-time post Monday - Friday 8am to 4pm. You will be required to work 10am-6pm on some days by arrangement so some flexibility is required. Hybrid working is also available.

Location

CMPG Perry Barr, Thornbridge Avenue, B42 2AG.

Selection Process

1. Online Application and Sift - You will complete an online application form, which will be reviewed against the skills, experience and behaviours required for the role.

Closing Date: 09/11/2026

1. Interview - Candidates who successfully pass the application stage will be invited to attend an interview. This will provide you with the opportunity to demonstrate your suitability for the role.

Proposed date(s): W/C 23/11/2026

1. Pre-Employment Checks - If you are selected as the preferred candidate, you will be required to successfully complete relevant pre-employment checks before receiving a formal offer. For internal candidates, some checks may not be required. Checks may include:
   • Vetting Checks - You must successfully complete the required level of Recruitment vetting and Counter Terrorism clearance before starting the role. This may include providing information relating to your background and financial history as part of the vetting process.
   • Medical Checks - Appointment to this role is subject to successfully completing medical checks. This may include a drugs test and, where required, a fitness assessment.
   • Reference Checks - You will need to provide details covering at least five years of employment, education or other relevant activity history.

We are committed to supporting candidates throughout the recruitment process and reasonable adjustments are available for those who need them.

About Us

West Midlands Police is the second-largest police force in England, serving more than 2.9 million people across Birmingham, Coventry, Wolverhampton, Dudley, Sandwell, Solihull and Walsall. Every day, our people work together to keep our communities safe, protect vulnerable people, prevent crime and bring offenders to justice.

We answer more than 2,000 emergency calls every day and provide policing 24 hours a day, 365 days a year. Whether responding to emergencies, supporting victims, investigating crime or working behind the scenes, every role plays a vital part in delivering an outstanding service to the public.

We're proud of the progress we've made in reducing crime, improving emergency response times and increasing arrest rates. These achievements are only possible because of the dedication, professionalism and expertise of our officers, staff and volunteers. As we continue to transform the way we police, we're looking for talented people who are committed to making a real difference.

Why Join West Midlands Police?

A career with West Midlands Police is about more than a job, it's an opportunity to have a meaningful impact on the lives of millions of people. Whatever your role, you'll contribute to keeping our communities safe while developing your own skills and career.

• Meaningful work that makes a difference every day.
• A diverse range of career opportunities across policing and professional support services.
• High-quality training, development and opportunities to progress.
• A supportive and inclusive working environment where everyone is encouraged to achieve their potential.
• Competitive pay, generous annual leave, excellent pension arrangements and a wide range of employee benefits.
• The opportunity to work alongside dedicated colleagues who share a common purpose.

Our Commitment to Inclusion

We believe that a diverse workforce helps us better understand and serve the communities we protect. We are committed to creating an inclusive workplace where everyone feels valued, respected and able to succeed.

As a Disability Confident Leader, the highest level of the Government's Disability Confident scheme, we are committed to removing barriers to employment and supporting disabled applicants and employees throughout their careers. Through our Disability Confident Interview Scheme, applicants who declare a disability and meet the essential criteria for a role will normally be offered an interview, subject to the scheme's terms and any recruitment constraints.

Our Diversity and Inclusion Vision is to maximise the potential of people from all backgrounds through a culture of fairness, respect and inclusion, enabling us to deliver the best possible service to our communities.

Professional Standards

Working in policing is a position of trust. Our officers and staff are expected to demonstrate the highest standards of integrity, professionalism and accountability. Successful applicants will be subject to appropriate vetting and are expected to uphold the ethical standards and responsibilities that come with serving the public.

Recruitment and the Use of AI

We recognise that many candidates use AI tools to support activities such as proofreading and improving the presentation of written applications. This is acceptable, provided the content you submit accurately reflects your own knowledge, skills and experience.

Applications must be your own work. Any evidence of plagiarism, false or misleading information, or the inappropriate use of AI during assessments or selection activities where it is not permitted may result in your application being rejected.

Benefits

We know that supporting our people is essential to delivering the best service to our communities. That's why we offer a comprehensive range of employee benefits, wellbeing support and development opportunities to help you thrive throughout your career.