Customer Service Operative
8255
Job Title: Customer Service Operative
Salary: £26,102 to £28,095 plus a 20% Shift Allowance and allowance of £1,341. You will receive £26,102 the band minimum. Progress to the band maximum of £28,095 will be via incremental progression.
Location: Hendon
MORE CHALLENGES. MORE EXCITEMENT. MORE OPPORTUNITIES. BE AT THE HEART OF A CHANGING SERVICE.
This is an exciting time to be working as a Customer Service Operative, for the Metropolitan Police Service. In addition to large-scale transformation, there's the unique and ever-evolving challenge of policing London. This means that as a Customer Service Operative, there are more opportunities for you to get involved with making London the safest global city in a time of unprecedented change within the UK's largest Police Service.
We are looking for customer-focussed people with common sense, who can remain calm under pressure, with attention to detail and good communication skills. The most important attribute is that you want to make a difference to the communities of London. The Metropolitan Police Service, Language & Cultural Services - OPS, will give you a variety of tasks, dealing with interpreters and translators.
We are quite frequently, the first point of contact for any given language, whereas your role will be to source an interpreter/translator and assign them to a job. Sometimes, this can be very challenging, as they are needed ASAP, so trying to source an interpreter or translator, within the given times, can be exciting, naturally, this means we have a fast-paced and dynamic environment where no two days are the same.
You will provide the customer-focused, professional, first point of contact our colleagues and interpreters/translators expect. This role is suitable for people who are able to work 24/7 throughout the year, with the added allowance of 20% shift allowance
Key Responsibilities
What does the average day look like? Your core duties will include:
- To provide a professional comprehensive operational service to the MPS
- Support the Service Delivery Manager with any additional requirements or projects
- Deal directly with customers either by telephone, electronically or face to face, handling and resolving customer issues and complaints tor process orders
- Ensure incidents are correctly dealt with providing accurate advice and appropriate support ensuring the correct procedures are followed
- Escalate unresolved issues to Team Leaders
- To provide enhanced customer responsiveness that mirrors customer requirement (Police shift patterns); by being available for advice / support beyond normal working hours
- Contribute to the development of internal Language & Cultural Services interpreter/translator and Specialist Deployment processes and procedures
- To contribute to monthly management information/savings report for monitoring of performance and developing improvements in service delivery
- To identify opportunities for service improvement from any customer feedback
- identification and escalation on breach's pf MPS SOP, noncompliance issues by Interpreters and Police Officers/Staff, trends in fraudulent/excessive interpreters/translators claims and lack of supervision by MPS Officers/Staff
- Build effective relationships with partners, colleagues and suppliers to ensure the objective of LCS are fully supported by appropriate linguistic support procedures
Please click on the below link to view an online candidate information pack that will you give you an insight into the Met, the competency framework we use which shapes our daily work behaviours, the application process and a host of other information, that will help inform and support your application:
https://sscl-innovation.com/MPScandidatepack/
To apply, please visit our website to download a role-specific information pack. Applications will be via a detailed CV and online application form.
Completed applications must be submitted by 05/03/2021.
We view diversity as fundamental to our success. To tackle today’s complex policing challenges, we need a workforce made up from all of London’s communities. Applications from across the community are therefore essential.
As a Disability Confident Committed Employer the Met have committed to ensuring that disabled people and those with long-term health conditions have the opportunities to fulfil their potential and realise their aspirations.
Essential Criteria
- Proven communications skills both written and oral, with the ability to engage LCS units, Interpreters and Police Officers/Staff regarding customer service, concerns or complains
- Preparing management information and other operational reports
- Excellent inter-personal skills to develop rapport with internal and external stakeholders
- Knowledge of custody processes and procedures in relation to foreign national detainees, victims and witnesses to ensure appropriate linguistic support is delivered in a timely manner
- Previous experience in customer service/customer orientated role
Desirable Criteria
- Knowledge and understanding of the MPS LCS Interpreters, Interpreters Deployment Team, Video Conferencing, Specialist Deployment SOPS, booking and claims processes, or equivalent
Disability Confident Statement
The Met is committed to being an inclusive employer with a diverse and representative workforce at all levels. We encourage applications from people from the widest possible range of backgrounds, cultures and experiences. We particularly welcome applications from ethnic minority groups and females.
As a Disability Confident employer, the Met has committed to making disability equality part of our everyday practice. We ensure that people with disabilities and those with long term health conditions have the opportunities to fulfil their potential and realise their aspirations. If you consider yourself to have access, workplace or reasonable adjustment requirements that need to be accommodated, we ask that you include this information within your application form. All matters will be treated in strict confidence and will not affect any recruitment decisions.
Read our full disability confidence statement.
This opportunity is closed to applications.