Switchboard Operator - Force Control Room

Switchboard Operator - Force Control Room

Operational Support Services

Salary Grade 2

Based in St. Asaph Force Control Room

2 roles available, 1 will be on a shift basis and one is days only -

• Shift one – is a 4 on 4 off pattern - attracting the following allowances - 14.60 % weekend working & 10% unsociable hours allowances.
• Days only – Is Monday to Friday (8am till 4pm) – This role attracts no allowances.

Please indicate in your statement of support which role would be your preference.

This is an opportunity to make a real impact, where you’ll provide a crucial service and provide an efficient and effective switchboard service on behalf of North Wales Police. You’ll be answering calls received and by use of prescriptive questioning, filter calls and direct callers to the relevant department or person promptly and effectively and where suitable, advise and resolve at first point of contact.

This is a role which will offer you further opportunities as you grow in the role, so be sure not to miss out and read on to uncover the full details…

Here are some of the accountabilities of the Switchboard Operator role:

• To provide a quality customer service to all members of the public.
• To answer calls received at a centralised switchboard and by use of prescriptive questioning, filter calls and direct callers to the relevant department or person promptly and effectively. Where suitable, advise and resolve at first point of contact.
• To operate the switchboard fault reporting system in accordance with procedure and notify supervisor if any action is necessary.
• To support the Control Room Operations as and when required e.g. Major Incident situations.
• To receive and transmit data and message/data e.g. email and utilise Force Systems to resolve queries.
• As a secure Force Communications Centre (FCC), there will be a requirement to cover reception duties which will include the following:

What will I need to be considered for this Switchboard Operator role?

• NVQ level 2, or equivalent level of qualification, or an equivalent amount of proven relevant experience.
• Ability to communicate fluently through the medium of Welsh and English.
• Good communication skills together with the ability to work well in a team environment or on their own initiative.
• The use of information technology to a standard level together with knowledge of Microsoft packages.

What are our benefits

Here at North Wales Police we value our employees and we provide ample support and training to ensure you excel in your role, alongside receiving benefits such as:

• All new starters will have a buddy/mentor to support you when you join
• 25 days annual leave plus 8 bank holidays
• Access to on-site gyms and fitness classes
• Option to become a member of UNISON, the public service union
• Discounts from various retailers via the Blue Light Scheme
• Cycle to Work Scheme
• Hybrid/Agile working (role dependant)
• Support from our Health and Wellbeing Centre including Welfare Officers, Counselling, Physiotherapy and Mental Health Peer Supporters and not forgetting our wellbeing dog
• Pension scheme
• Flexible working opportunities
• Generous maternity/paternity and adoption leave entitlements
• Sick pay provisions

North Wales Police are a bilingual organisation and for this role, you’ll need to demonstrate Level 4/5 Spoken Welsh skills.