101 Call Handler

Adecco is currently recruiting for 101 Call Handlers (Relief Triage Operators) to work as agency workers for Dorset Police.

These roles will be based at either Winfrith near Dorchester or Bournemouth.

Agency assignment end date: 12 months from start date.

This is a temporary ongoing role working a shift pattern. Week 1: Mon - Fri 08:00 - 16:00 / Week 2 Mon - Fri 15:00 - 23:00

Monday to Friday hours = £13.08 per hour plus shift allowance where applicable

Working arrangement: Static Worker

A Static-Worker has little or no opportunity to work remotely as they need to carry out their work at a specific force premises, this could be for a number of reasons including the location of equipment. 

The Role

Acting as the first point of contact for members of the public using the 101 service, you will be responsible for providing an efficient and effective communications service.

Utilising risk assessments you will ensure that the most appropriate help and support is established, providing an efficient and reactive response to requests for service from the public.

The focus of Contact Management is on making every contact count by managing multiple resources, contacts, and associated risk simultaneously to deliver an effective communications service.

Main Responsibilities

  • Effective management of non-Emergency contact via 101 telephony, online reporting, emails, and social media platforms.
  • Dynamic use of THRIVE LITE risk assessment and knowledge of Force Policies to establish relevant channel for calls, utilising the Force Triage guide to accurately assess and determine correct contact channel.
  • Using a call handling log system to forward messages to police officers from members of the public.
  • Investigate the nature of all calls and determine the caller requirements.
  • To maintain performance in line with the departments' performance targets, namely call answer rates and qualitative targets.
  • Deal appropriately with callers who may be emotional, distressed, vulnerable, drunk or in crisis.
  • Support general administration via Microsoft office products and other bespoke software

ESSENTIAL CRITERIA

  • Residency - due to Police Vetting Criteria you must have resided within the UK continuously for at least 3 years at the time of application.
  • Good IT skills - ability to type (30 WPM) and capture information quickly and accurately, with a good working knowledge of Microsoft office packages in particular Outlook.
  • Good communication skills - ability to listen and question effectively and communicate in a concise and accurate manner whilst showing empathy and understanding to callers to provide high quality customer service.
  • Resilience - Shows reliability and resilience in difficult circumstances. Remains calm and confident and responds logically and decisively in difficult situations.
  • Team Working Skills - Works effectively as a team member and helps build relationships within it. Actively helps and supports others to achieve team goals.

What you get if you join us:

If you work for us, you will get access to:

  • Access to heavily subsidised gym membership that will provide you access to police site gyms throughout the counties.
  • Access to the Blue Light Card Scheme for discounts and services (requires a one off payment of £5).
  • Free onsite parking at Winfrith site.
  • Support networks, free Employees Assistance Programme, Occupational Health and wellbeing services.
  • Development and training opportunities.
  • Supportive and flexible training plan, including regular check-ins throughout your initial period of joining us to ensure you are up to speed with the role and getting the support you need.