Customer Contact Centre Advisor

The Independent Office for Police Conduct exists to investigate complaints fairly and thoroughly. The IOPC has the power to initiate, carry out and oversee investigations. It is also responsible for monitoring the way complaints are handled by local police forces. As Customer Contact Centre Advisor within the IOPC you can expect to work in a progressive and dynamic organisation with declared and strong core values. The work will be fulfilling and offer considerable opportunities for personal growth and satisfaction. As a Customer Contact Centre Advisor, you will be welcomed into a dynamic and inclusive customer focused team working representing the IOPC as the first point of contact to the organisation, presenting a professional image providing accurate advice and information to a range of external customers and stakeholders. The IOPC is on a journey to develop its culture, perspectives and ethos to support the organisation's core outcomes and this is your opportunity to enter into the varied world of IOPC customer service, allowing you to develop your mindset and approaches to contribute to improving the police complaints system in England and Wales. Working as part of the Customer Contact Centre you will have a spectrum of responsibilities that encompass all elements of the contact centre. This will include providing a responsive telephone information service, responding to correspondence and complaints received from a range of external parties, including members of the public, police forces, MPs, solicitors and other agencies. You will be expected to support the delivery of excellent customer service, providing the best possible experience with the approach of "getting it right first time" to manage customer expectation and to reduce avoidable contact. The complexity of enquiry or complaint will vary as will the demand of work at any one time. You will work within a defined framework and fulfil individual targets to maximise contribution to team and directorate performance. We'll assess you against these Executive Officer (EO) Level behaviours during the selection process: Communicating and Influencing Managing a Quality Service. This vacancy is using Success Profiles, to find out more. Throughout the recruitment process we will also assess your Experience, Strengths, Technical Skills and Values. As part of the application process, you will be asked to complete 4 Sift Questions based on the essential criteria. If successful following sift, you will be invited to attend a 2 stage process, including a written assessment and a Success Profiles interview. Written Assessment dates are anticipated to take place during the W/C 14th September. Interview dates are anticipated to take place W/C 28th September.