ECC/FCC Operator
Reference: PJ-ECC/FCC1
Date Posted: 18 Dec 2007
Salary: £15,576 per annum rising to £19,335 + 20% unsoc. hrs pay
Position Type: Permanent
Location: South West
Details:
ECC/FCC Operator
No two days are the same”
For many, the public’s first and often only means of contact with Wiltshire Police is by telephone. The quality of that initial contact will often dictate the caller's overall impression of the police service. Wiltshire Police are committed to improving the customer experience and are now investing heavily in both technical solutions and people to make this vision a reality.
We are now able to advertise for a number of positions in our Force Contact Centre (FCC) and Emergency Communications Centre (ECC) at both our Headquarters site at Devizes and the new Divisional Headquarters at Gable Cross, Swindon.
The ECC handle all the 999 calls to the Wiltshire Police and deploy police officers and staff to both urgent and routine incidents utilising the Airwave radio network.
The FCC handle all non emergency contact with Wiltshire Police, essentially through the 0845 telephone number and are responsible for the initial investigation and recording of all non urgent crime and incidents.
You will handle a variety of calls for service and assistance including 999 calls. It is essential that you have excellent communication skills and the ability to deal with distressed and confrontational callers. The ability to listen, gain a quick grasp of the situation, elicit relevant information, make decisions, communicate quickly and clearly whilst remaining calm and professional at all times is vital.
As part of the Crime and Incident Bureau (which forms part of the FCC) you will input information directly onto the record management system and undertake the initial investigation of most crimes and incidents.
This post is demanding, but for those who have the requisite skills, is one that can provide a great deal of job satisfaction. The post holder must be computer literate, preferably in Microsoft Office together with excellent communication and interpersonal skills. The ability to time manage and cope with pressure are essential.
Please note that the staff in the FCC and ECC work the full spectrum of shifts.
Applicants should be aware that all successful candidates will be subject to high level vetting procedures.
For further information telephone the FCC Operations Manager Mr. John Flynn on 0845 4087000 ext. 7203330.
