Call Taker

Location: Lincoln |
Salary: £19,276.98 per annum based on full time 37 hours per week. This will increase to £21,410.66 per annum upon successful completion of a probation period. |
Posted: 14 May 2021 |
Closes: 6 Jun 2021 |
Job Type: Permanent & Full-time |
Region / Division: UK & Ireland |
Reference: G4S/US/4909

Job Introduction:

In 2012 G4S and Lincolnshire Police formed a Strategic Partnership and we are now currently looking for individuals interested in joining us as a Call Taker.

This is a full time position for 37 hours per week. The post is based at Lincolnshire Police Headquarters, Nettleham. The benefits of working from this location include; free car parking and 24 hours use of a free gym.

The Force Control Room serves the public 24/7 answering emergency and non-emergency calls to the Police as well as deploying officers to incidents.

We are now looking to appoint Call Takers starting in August 2021 however there is also the possibility for later intakes. The role is fast paced and demanding, therefore suitable candidates will be comfortable working under pressure, to targets and have experience of working in a Customer Service / Control Room environment. If successful you’ll work as part of a team, dealing with a wide range of incidents from being asked for general advice, to dealing with life threatening situations. You must work quickly and accurately, using excellent communication, listening and data recording skills. Lateral vision is essential in this role as it will be your job to risk assess each incident ensuring that there is enough information to maximise Police Officer and public safety. 

This is a challenging yet rewarding role, with many benefits including excellent onward career opportunities within the Force Control Room and further in the G4S & Lincolnshire Police organisations.

If successful upon application you will be invited to undertake a series of competency tests, followed by an interview.

Please note that, due to the nature of security checks undertaken, applicants must have 3 years continuous residency in the UK up to the date of the application.

Please be aware the contract between G4S Policing Services and Lincolnshire Police ceases on 31 March 2022. Where there is a requirement for services to continue beyond this date, roles may be TUPE transferred to the new employer responsible for delivering the services from 1 April 2022 onwards, but at this stage we are working through with Lincolnshire Police what the new provision of services will look like and we would then discuss any impacts with staff once we have this information.

Role Responsibility:

  • Delivering excellence
  • Planning Action
  • Communication
  • Teamwork
  • Interpersonal Skills
  • Customer Focus
  • Decision Making
  • Inclusivity

The Ideal Candidate:

Essential Skills and knowledge

  • NVQ Level 3 or equivalent in Customer Care or experience in Customer Service Environment
  • Experience dealing with telephone enquiries
  • Demonstrates experience in using Microsoft Office and windows based packages
  • Demonstrates the ability to develop strong working relationships internally and externally
  • Communicates effectively and clearly both verbally  and in writing avoiding jargon
  • Uses listening and questioning techniques to elicit relevant information
  • Demonstrates the ability to analyse verbal information and extract relevant data from this
  • Experience of dealing with vulnerable, upset and angry customers.
  • Demonstrates knowledge of customer care issues

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