Customer Service Front Office

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 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. 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 Front Office. As a Customer Service Front Office employee, you will provide exceptional service in all external customer interactions, aiming to resolve queries at first contact whenever possible. Offer professional advice and effective signposting. As the first point of contact for the public, handle face-to-face, telephone, and digital communications, including making outbound calls when necessary. Responsible for identifying and assessing information in accordance with THRIVE guidelines. What you'll do

• Ensure that the public enquiry desk is open at the times advertised to the public.
• Engage effectively with external customers through various formats (face-to-face, 101, digital contact), quickly building rapport and using a creative problem-solving approach to understand and respond to customer needs.
• Handle enquiries from a variety of sources including, but not limited to, face-to-face, telephone, online, email, and voicemails within the time specified by any agreed service levels and adhering to quality standards.
• Create incidents/events reported in person, via telephone, or online using ASPIRE/STORM and applying THRIVE.
• Maintain an up-to-date knowledge of procedures, including those of partner agencies, to deal effectively with all customer contact such as property enquiries, complaints, incident and crime progression, as well as other miscellaneous general enquiries., We are proud members of the Business Disability Forum, working together to improve the lives of disabled employees. As a Disability Confident Leader, we are committed to offering an interview to disabled applicants who meet the essential criteria for the role. In cases of very high application volumes, we may prioritise those who most closely meet the criteria, applying the same fair approach for all candidates.
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. Use of AI in Applications: At Northumbria Police, we embrace innovative technologies to enhance our recruitment process. We understand that candidates may use AI tools to assist with their applications. While AI can be a valuable resource, we encourage applicants to ensure their submissions accurately reflect their personal qualifications, experiences, and skills. Our selection process includes thorough evaluations to verify the authenticity and suitability of all applications. We value genuine and thoughtful responses that showcase your unique strengths and perspectives. 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.


• Understanding of THRIVE.
• Experience of an organised approach in line with concise documents and note taking.
• Ability to record information in a timely manner.
• Ability to use judgement, initiative and creativity, to resolve situations and provide positive solutions.
• The ability to communicate clearly, concisely and timely at all levels.
• Evidence of excellent communication & interpersonal skills.
• Demonstrate a professional and proactive approach to customer service.
• A good understanding of managing customers' expectations.
  
  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 voluntees come in.
  
  26 days' leave (increasing to 30 days for 5 years+ service) plus 8 bank holidays
• NHS Fleet Solutions Car Lease Scheme
• Enhanced maternity, shared parental and adoption leave
• 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
• Opportunity to volunteer in local community
We are committed to building a dynamic, agile workplace where meaningful connection are key. For roles designated as agile or home-based, employees will work from a Force site at least once a week, with two days recommended. Hiring managers will be happy to discuss how this works in practice at interview stage. This approach helps build strong relationships, supports wellbeing, and fosters collaboration across teams. Just so you know Candidates with priority status will be given precedence for this role over other applicants.