Customer Service Specialist: JRN 20424
 

Grade: B to C (career graded post) plus shift allowance

Salary: £17,363 - £20,115
Location: Ponteland

 


PLEASE CICK APPLY BELOW TO TAKE YOU TO THE APPLICATION FORM


This is a fantastic opportunity to join Northumbria Police as a Customer Services Specialist.

You will complete a 12 month apprenticeship scheme whilst training and performing the role and upon successful completion of the apprenticeship programme you will transfer to our standard Police Staff contract.

An apprenticeship combines practical training in a job with study in job time. As an apprentice you’ll work alongside experienced staff, gain specific skills, earn a wage and on completion of the programme obtain a certified qualification in your permanent role.  

Role:

This is a fantastic opportunity to join Northumbria Police as a Customer Services Specialist within the Customer Service Centre based at Ponteland. This dedicated unit is first point of contact for many of our customers and by using effective communication the team triage the customer to the most appropriate person or department. With customer service at the heart of everything we do and using a problem solving approach, we aim to resolve many queries during that first phone call. We deliver a professional and efficient service to every customer by dealing with contacts in a timely manner.

As a Customer Service Specialist you may be the first person our customer speaks to and your engagement will define the service they receive from Northumbria Police as a brand. To be successful you will make the difference by being:

Passionate about delivering an outstanding customer service.

Committed to getting things right for our customer.

Dedicated to providing an effective, professional and ethical service to everyone who contacts us.

The team receives customer contact via 101 as well as digital streams such as web chat and online reporting forms. We deal with a range of customers including members of the public, police officers and partner agencies. As a Customer Service Specialist you will develop an in-depth knowledge of all aspects of the organisation, as you will handle contacts for every department within the Force. You will need a have a desire to resolve the customer’s query at first point of contact, ensuring excellent customer service and demand reduction to other departments. Working within a busy department, you must be able to work well under pressure and resilient to change.

 

Shifts:

A three week shift pattern working Monday to Sunday, shifts between the hours of 8am to midnight.  You will work a mixture of day shift 0800-1600 and late shifts 1300-2200/1500-Midnight.
You will have training and investment to develop your skills and knowledge as a specialist.  This role offers flexibility and exciting career pathways in customer service.

The training course is full time and will take place Monday – Friday 0800 – 1600 for five weeks, there is a requirement that you are able to attend this course for the full duration and to be able to be mentored full time for a further five weeks.

Be part of our team: 

To join new team, we are looking for enthusiastic people who can set the standard for delivering outstanding customer service. If you are customer focused, have the ability to engage with people from all backgrounds, and are committed to resolving queries creatively with good judgement then you will love this role. 

 

You might have language skills, have previously worked in customer support or a contact centre; whatever your background if you are passionate about delivering an excellent customer experience then we will invest in you further, allowing you to develop your skills and thrive in a supportive team environment.

 

For more information on the role please see the role definition: Customer Service Specialist Role Definition.docx


Vetting level:  Recruitment Vetting (RV)

Applicants must be a resident of the UK for a minimum period of 3 years to ensure vetting checks can be successfully performed. 


A job offer will be dependent upon vetting clearance, medical information and references. 

Qualifications: Evidence of GCSE Level 1 & 2 (Grade C or above) in English and Maths is essential. You must be able to produce these original certificates at interview stage with proof of ID.


Vacancy Contact:
For further information regarding this position please contact: Eleanor Eccleston, Customer Service Team Leader, on 101, ext 25683 or email eleanor.eccleston.5683@northumbria.pnn.police.uk 

This vacancy has been advertised to all staff including those with priority status and therefore applications will be considered in the order outlined in the Redeployment Procedure.

Northumbria Police fully supports a policy of equal opportunities and we welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.

 

Vacancy Type
Police Staff
Rank/Grade
Career Graded Post
Hours
Full Time
Salary Range
No Salary Detailed
Vacancy Description
 

Grade: B to C (career graded post) plus shift allowance

Salary: £17,363 - £20,115
Location: Ponteland

 


PLEASE CICK APPLY BELOW TO TAKE YOU TO THE APPLICATION FORM


This is a fantastic opportunity to join Northumbria Police as a Customer Services Specialist.

You will complete a 12 month apprenticeship scheme whilst training and performing the role and upon successful completion of the apprenticeship programme you will transfer to our standard Police Staff contract.

An apprenticeship combines practical training in a job with study in job time. As an apprentice you’ll work alongside experienced staff, gain specific skills, earn a wage and on completion of the programme obtain a certified qualification in your permanent role.  

Role:

This is a fantastic opportunity to join Northumbria Police as a Customer Services Specialist within the Customer Service Centre based at Ponteland. This dedicated unit is first point of contact for many of our customers and by using effective communication the team triage the customer to the most appropriate person or department. With customer service at the heart of everything we do and using a problem solving approach, we aim to resolve many queries during that first phone call. We deliver a professional and efficient service to every customer by dealing with contacts in a timely manner.

As a Customer Service Specialist you may be the first person our customer speaks to and your engagement will define the service they receive from Northumbria Police as a brand. To be successful you will make the difference by being:

Passionate about delivering an outstanding customer service.

Committed to getting things right for our customer.

Dedicated to providing an effective, professional and ethical service to everyone who contacts us.

The team receives customer contact via 101 as well as digital streams such as web chat and online reporting forms. We deal with a range of customers including members of the public, police officers and partner agencies. As a Customer Service Specialist you will develop an in-depth knowledge of all aspects of the organisation, as you will handle contacts for every department within the Force. You will need a have a desire to resolve the customer’s query at first point of contact, ensuring excellent customer service and demand reduction to other departments. Working within a busy department, you must be able to work well under pressure and resilient to change.

 

Shifts:

A three week shift pattern working Monday to Sunday, shifts between the hours of 8am to midnight.  You will work a mixture of day shift 0800-1600 and late shifts 1300-2200/1500-Midnight.
You will have training and investment to develop your skills and knowledge as a specialist.  This role offers flexibility and exciting career pathways in customer service.

The training course is full time and will take place Monday – Friday 0800 – 1600 for five weeks, there is a requirement that you are able to attend this course for the full duration and to be able to be mentored full time for a further five weeks.

Be part of our team: 

To join new team, we are looking for enthusiastic people who can set the standard for delivering outstanding customer service. If you are customer focused, have the ability to engage with people from all backgrounds, and are committed to resolving queries creatively with good judgement then you will love this role. 

 

You might have language skills, have previously worked in customer support or a contact centre; whatever your background if you are passionate about delivering an excellent customer experience then we will invest in you further, allowing you to develop your skills and thrive in a supportive team environment.

 

For more information on the role please see the role definition: Customer Service Specialist Role Definition.docx


Vetting level:  Recruitment Vetting (RV)

Applicants must be a resident of the UK for a minimum period of 3 years to ensure vetting checks can be successfully performed. 


A job offer will be dependent upon vetting clearance, medical information and references. 

Qualifications: Evidence of GCSE Level 1 & 2 (Grade C or above) in English and Maths is essential. You must be able to produce these original certificates at interview stage with proof of ID.


Vacancy Contact:
For further information regarding this position please contact: Eleanor Eccleston, Customer Service Team Leader, on 101, ext 25683 or email eleanor.eccleston.5683@northumbria.pnn.police.uk 

This vacancy has been advertised to all staff including those with priority status and therefore applications will be considered in the order outlined in the Redeployment Procedure.

Northumbria Police fully supports a policy of equal opportunities and we welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.