Call Handler applications close 17th February. Apply NowLink to 'Apply Now'!
Hours of Work: Full-Time
Location:Greater Belfast, Armagh and Maydown
Closing Date/Time:17/02/2025 3:00pm
Reference Number:HRCH0125
Hours of Work: Call Handlers are required to work shifts, some will include weekends.
The shift pattern will be Monday to Friday 8am – 4pm or 4pm – Midnight, week about. Shift patterns are subject to review. There may be a requirement to work overtime as necessary.
Location: Greater Belfast, Armagh, Maydown
Reference Number: HRCH01/25
Salary: £24,225 – £25,732 (under review) plus environmental allowance of £1365 per year. The post may also attract shift related allowances.
The Call Handler will provide a multifunctional service to the public and members of the police service by determining the response to emergency and non-emergency telephone calls. Call Handlers will offer advice and assistance to customers and log calls in accordance with local and national quality and performance standards. The Call Handler will attempt to resolve all calls where appropriate through telephone resolution by requesting relevant information from the caller to determine the most appropriate grading or response to the call.
The main duties and responsibilities associated with the role include the following:
This Job Description reflects the main duties and responsibilities associated with this position. It is not intended to be exclusive or exhaustive.
Essential Skills and Experience
1 years’ experience in a customer services or contact centre environment to include:
The role holder must successfully complete the PSNI Call Handler course.
Essential Other
Shortlisting will be carried out based on the essential criteria.
Successful applicants will be retained on a merit list for future opportunities arising.
Applicants meeting the eligibility criteria and essential skills and experience will be required to demonstrate their experience via the following processes:
Practical exercises, which are designed to test candidates ability to use their questioning skills, listening skills, decision making skills and IT skills(including the ability to accurately record information at a minimum of 26 words per minute) followed by an interview. These practical exercises and interview will be designed against the CVF areas for this role.
PSNI uses the Competency and Values Framework (CVF) which sets out nationally recognised behaviours and values to support all policing professionals. You will be assessed against the values and at the competencies level as indicated below. This will include both past and future focused questions. Further guidance and information about the Competency and Values Framework (CVF) is available here on our website. Please refer to the 2016 version of the CVF document for further information.
Values
Competencies - Level 1