Overview
Here at Northumbria Police, we think our region is amazing! It takes a great deal of people from different backgrounds, with diverse skills and experience to serve our force area effectively. Think you have what it takes to help us make a difference? This could be the perfect time for you to join us in our Digital Department as a UC Support Adviser. We’re looking for a skilled technical professional to play a key role in delivering a high‑performing, cost‑effective, and resilient mission‑critical unified communications service. You’ll bring your expertise to ensure our systems meet agreed service levels and support the essential functions our organisation relies on every day. Your contributions will help maintain a robust communications environment that keeps our people connected when it matters most.
In this role you’ll be hands‑on across the full lifecycle of our unified communication systems – planning, installation, configuration, monitoring, and preventative maintenance. You’ll also take an active lead in troubleshooting issues to drive continuous improvement and ensure long‑term service reliability. If you thrive in dynamic technical environments and enjoy solving complex challenges, we’d love to hear from you.
Responsibilities
* Provide ongoing support and maintenance for mission critical communication systems – including 999 and 101 contact centre systems – ensuring incidents are resolved or appropriately mitigated in line with SLAs, while working closely with Digital Policing teams to deliver an integrated and customer‑focused service.
* Proactively manage issues escalated to third‑party suppliers, maintaining clear communication channels and ensuring all resolution activity meets agreed SLA commitments.
* Support the installation, configuration, documentation and planning of new communications equipment, systems and services.
* Collaborate with users and suppliers to identify suitable solutions, capture new requirements and help users understand how unified communication technologies can enhance service delivery across the organisation.
* Contribute to effective Incident and Problem Management by analysing trends, identifying root causes and ensuring communication hardware and systems perform in line with agreed SLAs.
* Work collaboratively with Digital Policing teams and third‑party suppliers to maintain communication applications and systems at supported versions and patch levels, ensuring a reliable, robust and secure environment for all users.
Qualifications
* Demonstrated experience in a 2nd‑line Service Management support role (or equivalent) maintaining communication services and equipment.
* Strong computer literacy (including Microsoft Office), proven customer‑service skills and a full UK driving licence with access to a car for business use.
* Strong ability to plan and prioritise workloads to meet business needs and deadlines, with excellent organisation and time‑management skills, strong attention to detail and the ability to work under pressure.
* Initiative to identify, investigate and implement new processes.
* Proven flexibility with the ability to make decisions and work independently in high‑pressure situations, bridging technical and business language to deliver pragmatic solutions.
* Strong analytical, listening and problem‑solving skills, with a logical approach to troubleshooting and the creativity and initiative needed to address customer challenges effectively.
Salary and Benefits
£32,874 – £35,772
* 26 days’ leave (increasing to 30 days for 5 years+ service) plus 8 bank holidays
* NHS Fleet Solutions Car Lease Scheme
* Enhanced maternity, shared parental and adoption leave
* Flexi time – allowing you to fit your working hours around your individual needs
* Flexible working (we are happy to discuss options such as compressed hours)
* Agile working – option to work from home, your team zone and spaces across the force
* Fantastic market‑leading public‑sector pension scheme with up to 16 % employer contribution
* Corporate travel schemes – local rail, bus services and metro discounts
* Access to private healthcare and eye‑test vouchers
* Discounts on shopping and eating out thanks to the Blue Light Card and Blue Light Tickets
* We’ve invested in extensive paid sick leave, trained mental‑health first aiders on‑site and an employee advice service for the times you need that additional support
* Access to gyms in some stations
* Sports & Social Club – join our thriving sports scene at Team NP and enjoy further exclusive discounts on days out and travel
* Cycle‑to‑work scheme
* Opportunity to volunteer in local community
Policing
https://careers.northumbria.police.uk/jobs/uc-support-adviser
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