• Be the first face-to-face contact for the public to report crimes and incidents of a policing nature at a police station and deal with 101 and other non-urgent enquiries by other means.
• Provide an initial response to a wide range of enquiries from the public and other agencies, which may include offering advice, information and guidance on legislation, policing responsibilities, and police complaints and, where appropriate and necessary, ‘signposting’ to partner agencies.
• Receive and record information appropriately and accurately, complying with GDPR.
• Deal supportively and reassuringly with witnesses, victims, and the public, escalating to other police resources where appropriate.
• Help members of the public across a broad range of policing-related enquiries. From time to time, this will include disturbing reports and material due to the nature of policing. However, you will receive training and support to manage such enquiries. The purpose of policing is to safeguard the public and help detect and prevent crime, and the CSO is a vital part of these core principles.

As a CSO, you will deal with a broad range of policing-related enquiries. From time to time, this will include disturbing reports and material due to the nature of policing. The purpose of policing is to safeguard the public and help detect and prevent crime, and the CSO is a vital part of these core principles. On top of this, we are looking for the following:

• Proven customer-focused approach, with the ability to show empathy and understanding where needed. 
• Excellent communication skills, including experience in dealing with conflict and a level of professional curiosity.
• Ability to work under challenging and difficult circumstances and be able to problem solve.
• Effective teamwork skills and an ability to be self-motivated.
• Knowledge of Microsoft Outlook, Teams, and Word with the ability to use multiple bespoke IT systems (or similar).

The shift pattern for each Contact Services Officer varies. Please see individual vacancy adverts for further details.

There will be the requirement for successful candidates to:

• Attend an initial induction course, which will likely be a full two weeks (37 hours each week), plus additional courses thereafter as required.
• You will be trained to perform the non-emergency telephony triage role. You will then work as a triage operator to familiarise yourself with the types of enquiries received into the Force Command Centre. You will work 2 x ten-hour shifts a week on a rotating three-week pattern. For example, Mon/ Tues, Weds/Thurs, Fri/Sat.
• You will then attend a contact training course (dates of which will be provided to you upon appointment), during which you will be trained in systems and processes to enable you to perform your role and handle non-emergency contact.
• Following this you will be trained in dealing with front counter processes. Travel to other police enquiry stations for initial training and mentoring may be required.
• You will be supported and trained to achieve proficiency in your role by the end of your 12-month probationary period.

You can claim overtime for any additional hours for training purposes.

Please be aware that there may also be a need for the days, hours and locations to be adjusted to accommodate training during this initial period; as such, a degree of flexibility is required.

Where required, the use of a pool or hire car will be provided and the successful candidates will not be expected to travel in their own time and incur excess travel time outside of their normal commute.

If there is any specific information that is not covered that you need advice on, please contact us by email via alliance-policestaffrecruitment@dorset.pnn.police.uk