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Switchboard Operator Job Vacancy in Cwmbran, Wales, UK
Operate, answer and initiate telephone calls establishing the nature and the urgency of the callers needs to give appropriate assistance and reassurance
Accept and connect all incoming telephone calls to the appropriate extension, email or Teams message according to agreed standards of service
Receive and relay electronic communications in accordance with Force requirements and policies
GENERAL TASKS – STAFF LEVEL
– To be cost effective in all contracts and purchasing undertaken in the department.
– Proactively look to take cost out of department / business through efficiency and automation.
Quality and Compliance
Compliance with the force’s policies and procedures
Ensure the delivery of effective customer and support service in line with any agreed service standards.
Undertake and participate in Bench Marking activities and survey requests
Must display the qualities to be able to work in an organisation with minority groups and provide a service to minority groups in communities. They must show that they are able to contribute to an open, fair working environment where inappropriate behaviour is not permitted. They must display no evidence of the likelihood to contribute in any way to workplace bullying or sexist or racist behaviour.
Maintain records in a confidential manner, ensuring all information handled is done so sensitively and in line with General Data Protection Regulations
Administrative / Miscellaneous
Undertaking of any activities commensurate with grade and skill set of the position
Attendance of required training
Participating in the performance review process including the requirement for CPD
Attending meetings and events inside and outside the force area
Health, Safety and Statutory Compliance
Comply with Health & Safety Policies and procedures.
Always keep safety in mind and act in a safe manner.
To take reasonable care of own and others safety; to co-operate with managers / supervisors in complying with statutory health and safety duties; to report incidents, accidents, faults and near misses
Use systems that have been developed to promote health and safety at GWP
To engage and support the Force’s Wellbeing Agenda
To actively seek to optimise your own physical and psychological Wellbeing wherever possible.
To actively challenge discrimination and stigma
To actively support the psychological and physical wellbeing of your colleagues/ team and encourage an empathetic culture within policing.
KNOWLEDGE, SKILLS AND ABILITIES
Minimum of five grade A-C GCSE’s (including English) or the equivalent minimum standards, or possess relevant experience.
Experience of working in a customer service environment is desirable
Level 1 Welsh essential (training will be given). Welsh language skills Level 2 and above are desirable
Must possess excellent customer service technique and keyboard skills.
Must be able to demonstrate experience in recording information accurately on an IT system and demonstrate IT literacy skills.
Effective communication skills – verbal and written
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.