Digital Public Contact Engagement Desk Operator

PHQ Martlesham
Full Time (37 Hours) - Permanent
£28,302 - £31,755 per annum (£35,622 - £39,968 with shift and weekend working allowance)
Closing Date: Friday 22.09.2023 at 4pm
Job reference: C1442a

Digital contact in Policing is a new and exciting area of growth within Suffolk Constabulary. We are seeing more of our community reach out to us using Live Chat, Social Media and email, than we ever have before. As a result, we are excited to offer the opportunity of working within the new Digital Public Contact & Engagement Desk. As a Digital Public Contact & Engagement Operator you will be part of a small team dedicated to digital contact, working closely with colleagues in the Contact & Control Room (CCR) and officers, to deliver exceptional service to our community throughout Suffolk. 

As part of the Digital Public Contact and Engagement Desk you will offer outstanding levels of customer service at all times. You will be responsible for identifying, receiving, assessing, and recording requests for Police Service via digital channels including social media, live chat and e-mail. You will be required to make an initial assessment of risk using the THRIVE methodology for all requests received via digital platforms and grade/record in accordance with force guidelines and national standards. It is key that you have excellent written communication skills and are efficient using multiple complicated computer systems concurrently. 

We would like to encourage ANYONE who is interested in working as a Digital Public Contact & Engagement operator to fill in the eligibility form below and come to the assessment centre. We have a diverse group of staff from all backgrounds and are keen to meet you even if don’t think you have the experience needed for the role, you might surprise yourself.

Please click here to fill in the eligibility questionnaire - Eligibility Questionnaire link

It is essential that applicants meet the following criteria: 

  • Proven experience of working in a customer service environment  
  • Ability to demonstrate good verbal and written communication  
  • Previous experience of dealing with members of the public  
  • Good data input skills and interrogation 
  • Competent in the use of IT systems and equipment 
  • Ability to acquire and retain wide ranging knowledge and information  
  • Previous experience of working within a team environment  
  • Ability to demonstrate good interpersonal skills together with an ability to work under pressure  
  • Previous experience of using Windows based computer systems together with good keyboard skills  
  • Demonstrate an understanding of the current Data Protection Legislation  

It is desirable that applicants meet the following criteria:

  • Previous experience managing/using/implementing social media  
  • Previous experience working with members of public  
  • Previous experience inputting/recording and collating data

Role profile: 

Hours of work are 37 per week on a rotational shift pattern between the hours of 0700-2200 Monday – Sunday. This post is offered on a permanent basis.

Consideration will be given to whether the post can be delivered on either a part time or job share basis, in line with the organisational requirements of this role. 

The recruitment criteria for all posts are subject to reasonable adjustment in line with the Equality Act 2010. 

We ask anyone interested to please complete an eligibility criteria here, Digital Public Contact & Engagement Operator Eligibility | Suffolk Constabulary.

Applications from at-risk staff will be prioritised and receive preference in any selection process.