Customer Service Specialist - JRN20424

Vacancy Type
Police Staff
Area Command / Department
Communications & Operations Department
Contract Type
Reduced Hours
Salary Range
£26,280 - £27,351
Closing Date


Salary: Band 5, £13,140 – £13,676 (equating to a potential £16,557 – £17,233 with shift and weekend allowances)

 Please note shift allowances are subject to change based on hours/weekends worked, the amount stated is not definitive, however gives an idea of the potential uplift of your base salary.

Location:  Ponteland

Hours:  Key-time, 18.5 Hours per week this will include weekend/bank holiday work.

Contract: Permanent


Working for #TeamNP


Our purpose at Team NP is simple: to keep people safe and to fight crime. But it takes more than officers alone to do the job – and that’s where our 2,000-strong team of police staff and 200 volunteers come in. 


As one of the largest police forces in England we have a huge variety of departments and specialisms offering you endless opportunities. From mentoring and coaching schemes and online soft skills courses to leadership development programmes; we’ll give you the support, training and time to carve out the career you always wanted. 


As one of the top 50 UK inclusive employers and a disability confident employer, we promote a culture of respect in the workplace so everyone can feel seen, heard and valued. 


Whether you’re a member of staff or a volunteer, you can also expect first-rate support to manage your health and wellbeing. With year-round events, a 24/7 welfare support hotline and a leading approach to neurodiversity, our initiatives enable you to be at your best. 


Above all else, here at Team NP, we can offer you a career that is so much more than just a job, it’s a chance to be part of something that really matters. 


Learn about our full benefits package.


The role


Here at Northumbria Police, we think our region is amazing! It takes a great deal of people from different backgrounds, with diverse skills and experience to serve our force area effectively, think you have what it takes to help us make a difference? This could be the perfect time for you to join us in our Communications Department as a Customer Service Specialist.


Working a part time role will enable you to achieve a real home/work life balance and as the first point of contact for many of our customers by telephone or one of our many digital channels, and your engagement will define the service they receive from Northumbria Police. Using effective communication, the team deliver an outstanding customer service experience in response to all public interactions, acting where possible to resolve queries at first contact and providing professional advice and effective signposting.  With customer service at the heart of everything we do, and using a problem-solving approach, we aim to resolve many queries during that first contact.


What you’ll do


The team receives customer contact via 101 as well as through numerous digital platforms such as web chat and online reporting forms and in the future, this will include social media reporting. Every contact is different, some of which will be an emergency and will require the customer service specialist to identify, assess and mitigate risk to ensure the correct response is allocated. You will handle contact from members of the public experiencing a wealth of emotions and need to be able to adapt your style to meet their needs.  You will also deal with police officers, professionals, and partner agencies.   


As a Customer Service Specialist, we will support you in developing an in-depth knowledge of all aspects of the organisation. You will need a have a desire to resolve the customer’s query at first point of contact, ensuring excellent customer service and demand reduction to other departments.  


Working within a busy department, you must be able to work well under pressure and resilient to change. We are looking to recruit candidates on a Key-time 18.5 Hours per week this will include weekend/bank holiday work. You can learn more about the proposed shift pattern here.


Our training course is full time Monday – Friday 0800 – 1600 for 8 weeks, there is a requirement that you can attend this course for the full duration and to be able to be mentored full time for a further five weeks, without any periods of leave being taken. It is likely the train course will commence in July 2024 therefore candidates will need to be available to start from early July. 


Sound interesting? For further information, and to support your application, please view the job description


What you’ll bring

  • Excellent communication and listening skills with the ability to build rapport quickly.

  • A passion for problem-solving.

  • The ability to assess and understand key information.

  • Confidence to multitask, recording information accurately with attention to detail.

  • IT competence across a range of applications.

  • Committed to getting things right for our customer and delivering outstanding customer service.

We know it’s important for you to feel that you’re not only part of a great team, but part of a community. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. 


Harnessing these differences creates a productive environment in which everyone feels valued, and their talents are fully utilised. Appointments are based on merit alone.


Interested to learn more? For further information about the role please contact Lorna Thomson 4084


What we offer

  • 26 days’ leave (increasing to 30 days for 5 years+ service) plus 8 bank holidays pro rata to hours worked

  • NHS Fleet Solutions Car Lease


  • Enhanced maternity, shared parental and adoption leave

  • Flexi time – allowing you to fit your working hours around your individual needs

  • Flexible working

  • Fantastic market-leading public sector pension scheme with up to 16% employer contribution

  • Corporate travel schemes – local rail, bus services and metro discounts

  • Access to private healthcare and eye test vouchers

  • Discounts on shopping and eating out thanks to the Blue Light Card and Blue Light Tickets

  • We’ve invested in extensive paid sick leave, trained mental health first aiders on-site, an employee advice service for the times you need that additional support.

  • Access to gyms in some stations

  • Sports & Social Club – join our thriving sports scene at Team NP and enjoy further exclusive discounts on days out and travel

  • Cycle to work scheme

Just so you know


Our application form will help us understand how your work, education and life experience has prepared you for the role of a Customer Service Specialist with #TeamNP. To help support your application research what makes us tick here at Northumbria, the role you’re applying for and the values and behaviours that contribute. 


The recruitment process will consist of the initial application form followed by a face-to-face interview. Interviews are expected to take place w/c 22 April. Just so you know, you can save your application and come back to it any time prior to the closing date on the advert. 


We are proud members of the Business Disability Forum, with whom we collaborate with to improve the lives of disabled employees. We are also a Disability Confident Leader, therefore if you demonstrate that you meet the minimum criteria for this role as stated in the advert, we will progress your application and offer you an interview.


If you tell us that you have a disability, we can make adjustments to support you through the recruitment process (for example we can arrange extra time for tests or provide a sign language interpreter) You can get in touch with us via for any support regarding the application process. Please provide us with plenty of notice so we can ensure your visit goes smoothly. 


If your application is successful, we’ll ask you to complete a Recruitment Vetting (RV) form, therefore you must be a resident of the UK for a minimum period of 3 years to ensure vetting checks can be successfully performed.  A job offer will be dependent upon vetting clearance, medical information, and references.


Terms of appointment


This is a permanent role subject to a six-month probationary period and 24-month commitment to post.


We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.