OPCC Customer Service Support Officer

We are currently seeking a Customer Service Support Officer to join our client Devon and Cornwall Police, an esteemed organisation within the police industry. This is a temporary role with a competitive hourly rate of £12.21.

You will be working out of Andy Hocking House, Middlemoor HQ

As a Customer Service Support Officer, you will be the first point of contact for all communication methods into our client's organisation, including telephone, letter, email, and social media contacts. You will be responsible for providing efficient, professional, and timely responses to service requests from the public, offering information, advice, guidance, and resolution to queries from both the general public and other agencies.

Key Responsibilities:

• Effectively managing our client's phonelines, monitoring social media chat, and providing a reception service for their team.
• Conducting accurate dynamic risk assessments for every contact received and escalating or referring cases to management, emergency services, or other relevant agencies as required.
• Undertaking initial assessment of correspondence, identifying the level of response or action required.
• Drafting responses to correspondence in line with agreed guidelines, policy statements, and frequently asked questions (FAQs).
• Liaising with key points of contact in the Police Force to support inquiries related to the attention of the PCC.
• Providing appropriate support to callers who may be emotional, distressed, or vulnerable.
• Recording all correspondence accurately in designated systems and following up on any required actions.
• Undertaking analysis to support monitoring and performance management of correspondence and customer service.

Requirements:

• Good keyboard skills and proficiency in IT systems.
• Excellent oral, listening, and written communication skills.
• Demonstrable analytical and critical thinking abilities.
• Strong customer service skills with a focus on problem-solving and decision-making.
• Ability to adapt to changing situations and work effectively as part of a team.

Qualifications:

• GCSEs (grade 9-4/A-C) or equivalent in English and Maths.

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