Safer Roads for West Midlands Customer Service Assistant

Job Title: Safer Roads for West Midlands Customer Service Assistant

Type: Police Staff - Grade 3

Closing Date: 16th June 2024

Employee Type: Permanent

Location: Sutton Coldfield, West Midlands

Shift Pattern: Mon - Fri (8am to 4pm. You will be required to work until 6pm on some Tuesdays & Thursdays by arrangement so some flexibility is required) Hybrid working is also available.

An exciting opportunity has arisen for you to be part of a newly formed team to deliver national driver education courses as an alternative to prosecution within the West Midlands, to improve road safety and reduce casualties on our roads. The team will be led by its own police staff manager working within West Midlands Police as a distinct part of the Operations department.

The initial team, which is due to grow, will consist of a Manager, 6 Training Officers and 2 Business Support assistants working in partnership with UKROEd and the National Driver Offender Retraining Scheme (NDORS) to deliver excellent customer service and course delivery, contributing to our aim of improving road safety throughout the West Midlands. The team will be required to secure course placements and take payments from the public.

About the Role

As a Safer Roads for West Midlands Customer Service Assistant, you will be reporting to the team Manager to provide support to the public in booking courses, resolving, recording & escalating complaints in order to improve customer service. You will be their first point of contact.

As an assistant, you will monitor NDORS course compliance, resolving issues identified or escalate where necessary & identify when a course is not feasible or resolve by rearranging attendance direct with the customer ensuring the best use of resources and value for money.

The role will require you to operate a variety of office equipment, software systems and equipment efficiently as well as gathering performance data for the team manager for organisational learning and development opportunities.

You will need to collate customer feedback survey responses to inform areas of improvement To participate in the West Midlands Conversations process and take responsibility for identifying your own professional and career development needs.

This role will be based at various office and training venues with some home working available.

We are offering a full-time post based on a 37 hour per week shift pattern whereby you will be required to work from 8am until 4pm. On two days (some Tuesdays & Thursdays from June 2024 at the earliest) you will be required to work from 10am until 6pm.

Qualifications

Essential Criteria

Previous experience of providing excellent customer service in an office environment over the telephone and in writing
Previous experience in the operation of computerised systems e.g. word, excel and databases to produce a variety of documents i.e. reports, memos and letters.
Experience in Windows based operating systems and be able to utilise desktop databases.
To be educated to GCSE Grade C or above (or equivalent) in English Language, or to have equivalent experience in a role requiring a similar level of skills.
To be able to deal with conflict and resolve any customer issue over the telephone or in writing.
Excellent IT skills, including Microsoft Word, Excel and Outlook.
Demonstrate a flexible attitude towards work, including new processes and systems quickly and efficiently.
Must be able to prioritise and meet deadlines working in a methodical and diligent manner with complete accuracy.
Excellent written and verbal communication skills and ability to deal with sensitive matters.
Must be able to remain calm and focused on their responsibilities under the pressure of managing simultaneous tasks.
Must be able to work as part of a team.
Must be able to work on own initiative and with the minimum of supervision and be able to assist the public and colleagues
Must be able to bring a creative mind to any problem.
Must be able to work within strict guidelines concerning confidentiality of information and have an understanding or requirements of the GDPR.
Able to demonstrate a personal commitment to equality, diversity and inclusion in line with force values
Be prepared to travel across the Force
Desirable Criteria

Willing to undertake training as necessary.
Vetting

Successful applicants will be required to pass Recruitment Vetting and Counter Terrorism Clearance scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process.

Medical

Appointment to this role will be dependent upon successfully medical checks, which may include a drugs test and if required a fitness test.

For more information please contact the recruitment team on:

[email protected]

Probationary Policy:

Under the Probation Policy, if you are currently in your probation period, during your probationary period you will not be permitted to apply for alternative police staff roles within the Force unless there are exceptional circumstances. In such cases, you would require the support of your line manager prior to applying for alternative roles, and if successful, your probationary period will start over.- Policies - Probation Period (Police Staff) (wmpad.local)

West Midlands Police is a Disability Confident Leader - the highest level an organisation can achieve under the scheme run by the Department of Work and Pensions.

As part of our commitment we operate a 'Disability Confident Interview Scheme' - all candidates who declare a disability and meet the essential criteria for the role will be offered an interview.

It is important to note that there may be occasions where it is not practicable or appropriate to interview all disabled people who meet the essential criteria for the job. For example: in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. In these circumstances, the employer could select the candidates who best meet the essential criteria for the job, as they would do for non-disabled applicants.

"Diversity and Inclusion Vision:

Maximise the potential of people from all backgrounds through a culture of fairness and inclusion to deliver the best service for our communities"