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 Communications Department as a Customer Service Front Office. As a Customer Service Front Office employee, you will provide exceptional service in all external customer interactions, aiming to resolve queries at first contact whenever possible. Offer professional advice and effective signposting. As the first point of contact for the public, handle face-to-face, telephone, and digital communications, including making outbound calls when necessary. Responsible for identifying and assessing information in accordance with THRIVE guidelines.
What you’ll do:
* Ensure that the public enquiry desk is open at the times advertised to the public.
* Engage effectively with external customers through various formats (face-to-face, telephone, digital contact), quickly building rapport and using a creative problem-solving approach to understand and respond to customer needs.
* Handle enquiries from a variety of sources including, but not limited to, face-to-face, telephone, online, email, and voicemails within the time specified by any agreed service levels and adhering to quality standards.
* Create incidents/events reported in person, via telephone, or online using ASPIRE/STORM and applying THRIVE.
* Maintain an up-to-date knowledge of procedures, including those of partner agencies, to deal effectively with all customer contact such as property enquiries, complaints, incident and crime progression, as well as other miscellaneous general enquiries.
Qualifications and Attributes:
* Experience of an organised approach in line with concise documents and note taking.
* Ability to record information in a timely manner.
* Ability to use judgement, initiative and creativity, to resolve situations and provide positive solutions.
* The ability to communicate clearly, concisely and timely at all levels.
* Evidence of excellent communication & interpersonal skills.
* Demonstrate a professional and proactive approach to customer service.
* A good understanding of managing customers' expectations.
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