999 Emergency Call Taker

Good Afternoon!

We have a great opportunity for anyone who is looking to join the Police within the Contact Centre. We are currently recruiting for a number of 999 Emergency Call Takers to work for Surrey Police at their centre in Mount Brown Guildford.

These roles will be working directly for Surrey Police on a permanent basis working a rotational shift pattern.

Due to the location you would need to be able to drive as there is no public transport to Mount Brown.

Contact Centre Officers serve as a vital front-line point of contact between the public and the police, responding to reports of incidents and crime from across Surrey. The force's mission is for people to be safe and feel safe. One moment you may be dealing with a victim of a burglary, the next you could be recording intelligence being offered by the community about a drug dealer, before then taking a call about a serious road traffic accident

This role requires strong communication and inter-personal skills to handle a wide range of calls, including emergency and non-emergency situations, with professionalism and composure. The Contact Centre Officer role demands a combination of interpersonal, technical, and organisational skills.

Officers play a critical role in providing essential services during emergencies and require the ability to remain calm, empathetic, and methodical in challenging situations

The ideal candidate should be adaptable, a strong communicator, and committed to maintaining the highest standards of professionalism and service

• Effective Communication: The ability to communicate clearly and empathetically is essential, especially when delivering difficult messages or dealing with individuals in distress. Officers must convey information effectively and confidently, including managing expectations, and remain calm under pressure when handling emotionally charged interactions.
• Resilience: Emotional resilience and a thick skin is crucial for Contact Centre Officers, who will have to manage challenging situations and distressed callers. Staying calm under pressure is vital, as the job often involves traumatic and emotive situations, including 999 calls during people's worst moments. Officers must be able to take charge of a call, maintain control and handle disrespect or poor behaviour without intimidation.
• Empathy: Good people skills are essential. Demonstrating appropriate levels of empathy and understanding towards callers is crucial. Officers should provide reassurance and support even when immediate assistance cannot be dispatched.
• Initiative: The ideal candidate should be organised, independent, and able to multi-task and work with minimal supervision when required. They must be able to work and make good decisions under pressure. The role involves reading between the lines, understanding tone and emotions to recognise when someone is not okay even if they say they are, and asking the right questions to gather as much information as possible.
• IT Competency: Typing skills, including the ability to type at a minimum of 30 words-per-minute and navigate computer systems efficiently, are crucial. Information must be recorded accurately. It is essential that candidates are conversant with Microsoft Windows 10, including use of the Microsoft Office suite of packages. Being able to adapt to and learn other new IT systems is also key, as the job involves using multiple unique software systems. With the training given, recruits are empowered to risk assess and prioritise each incident, ensuring an appropriate response.
• Flexibility: The role involves shift work and adapting to changing schedules. Candidates should be willing to work very varied hours, including nights and weekends. This also includes public holidays and celebrations such as Christmas and New Year's Eve.

EXPERIENCE

While not considered critical, having a background in customer service or people-facing roles, and experience talking on the phone are qualities beneficial for the position.

The ideal candidate should be able to work with people from all walks of life and have the ability to engage in conversations politely and effectively. Being able to relate to those from different backgrounds and communities is an essential part of the role.

We support victims in bringing offenders of crime to justice and work to protect some of the most vulnerable within society. This requires an open mind to be able to see things from their unique perspective, adapting communication styles, and dealing with some very sensitive and often distressing situations

Education: There are no essential requirements, but it is desirable that candidates are educated to QCF Level 2 in English and Maths.

It's also desirable, but not essential, that applicants have a typing or keyboard qualification (RSA or equivalent) or an IT qualification such as ITQ/ECDL/CLAIT.,

You must be 18 years or over on the day you submit your application - there is no upper age limit.

You must have lived in the UK for three continuous years immediately prior to application. * Have leave to enter or leave to remain and work in the UK for an indefinite period.

Not be a current or previous member of a proscribed terrorist organisation or group. * Not have served a prison sentence.

Not applied for the role previously within the last 6 months.

We are looking for successful applicants to join on our June 2024 intake and would need to be available for the duration of the training course which is anticipated to run up until 9th August.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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