Customer Service Advisor

An opportunity to join the CONNECT Support Team (CST) is now available as we start to prepare for the implementation of the CONNECT Investigation and Intelligence modules in 2024.

• Work as part of a team to help problem solve issues affecting users. 

• Be part of one of the biggest IT projects globally.

• Make a difference and play a pivotal role in the continued rollout of CONNECT by supporting your colleagues across the entire MPS.

CONNECT Drop 1 has seen the successful deployment of CASE, Custody & Property elements across the MPS and the CST has played a critical role in this success. The CST’s core role is to use their expert knowledge of CONNECT to provide our colleagues across every area of the business with support & guidance navigating their way around CONNECT.

So far, the team has provided support to over 25,000 Officers’ & Staff and we are looking to expand the team to increase the level of support that can be provided across the MPS as we go into the second deployment phase.

Your role as part of the CST will be a little different to what is already in place.

You will be expected to:

• handle calls from MPS users
• log issues and create tickets
• Refer tickets to the correct assignment group

Who we’re looking for…

If you’re a motivated, passionate individual with excellent communication skills and a desire to help your colleagues through this monumental change, then we can offer you an experience hard to find anywhere else in policing. As part of the CST you will meet a number of friendly and supportive staff and gain insight into this new and exciting system. 

Role description

• Work as part of a team of up to 60 to Provide 24/7 support to all 50,000 MPS users through telephone.
• 40 hrs aligned to 11/12 hr shifts covering 24/7 shifts including some weekend’s nights and BH’s.

• You will be provided with the training, skills & knowledge around the call handling system and SNOW ticket creation

• CST operates solely out of Newlands Park which is only 17 mins commute from London Victoria with no parking restrictions on local roads

Benefits of working on the CONNECT Support Team

• Opportunity to be right at the front line of the exciting role out of CONNECT
• Work as part of a diverse and professional team
• Working 12 hours shifts allows for more days off to provide that essential work life balance. 12h Shifts (shifts example: 2 days - 7am - 7pm, 2 days 7pm - 7am, 4 non-working days)
• Opportunity for overtime

Essential Criteria

• A positive can do attitude with good judgement & a will/ability to problem solve.
• Excellent communication skills
• Be able to think logically and methodically under pressure
• Be well organised and able to work well with others
• Good Knowledge of computer systems literacy skills.
• Not suitable for Part time or blended working.

The team will consist of 9 managers, 40 agents made up of serving officers, police staff and retired police officers, the position will last until June 2025.

This role pays £24.98 per hour PAYE plus holiday pay accrued at 12.07% or £31.85 per hour Umbrella.

Please apply now and join us in loving Mondays

All roles are subject to strict police vetting and right to work checks