About us - Communications
Northumbria Police’s Communications Department is at the heart of the force. Primarily responsible for dealing with police emergency (999) contact from the public, external organisations or any emergency service throughout the force area, it also handles all police radio traffic within the organisation, using the Airwave facility.
The department is located across two sites but operates as a virtual single centre. Northern Communications Centre is based at headquarters and Southern Communications Centre is located at South Tyneside Area Command.
We have key roles available within the Communication Centres in the following areas:
Customer Service Specialist: Non emergency calls are dealt with by Customer Service Centre staff who provide general advice/signposting and where appropriate provide a first point resolution for the caller.
As a Customer Service Specialist in our Customer Service Centre you represent our brand. You may be the first person our customer speaks to and your engagement will define the service they receive.
To be successful you will make the difference by being:
· Passionate about delivering an outstanding customer service.
· Committed to getting things right for our customer.
· Dedicated to providing an effective, professional and ethical service to everyone who contacts us.
The passion of our dedicated Customer Service Centre is one of the ways we continue to provide a professional service to customers who contact us by resolving all queries at first contact. As part of the team, you will possess an in-depth knowledge of a number of processes and will use your judgement to apply the correct approach to resolve them.
Contact Handler: Calls are received from the public and other agencies by Contact Handlers. A Thrive assessment is completed and an incident log is created, (identifying the appropriate response based on the needs of the caller and the circumstances of the incident) and then transmitted electronically to Radio Dispatchers. Contact handlers create a crime record in accordance with NCRS.
Contact Handlers play a critical role in our response to emergencies. As the first point of contact for members of the public you are responsible for providing support and assistant to calls for service. This will involve the initial recording and management of calls for service from the public as well as coordinating the police and emergency service response.
If you are looking for a role that offers variety and fresh challenges on a daily basis then this could be the position for you.
This is a unique job for a unique person, which demands resilience, patience, a broad mind and a positive attitude.
To find out more about the roles on offer and register your attendance one of the briefing sessions please click on relevant button below.