Local Policing Resolution Centre Enquiry Officer - Full Time

Local Policing Resolution Centre Enquiry Officer

Permanent

Full Time (shift work)

Leamington Spa

Grade C (27,204.00 - 29,859.00) + Weekend Working Allowance of 11.49%

The main purpose of the role is to provide a high quality service to internal and external customers in line with force service standards. To take initial contact from members of the public in person or by telephone / video conference and deal appropriately. To record incidents and crime reports on to Force systems, and to undertake straightforward investigative action for low level non-deployable crimes.

Main Responsibilities:

1. To deal with enquiries from members of the public face to face, by phone, e-mail, video call, or other electronic communication platforms.
2. To deal with members of the public and colleagues appropriately and in a professional, efficient, and courteous manner according to the Code of Ethics.
3. Provide advice, guidance and assistance to members of the public and other visitors attending the front counters, recording any crimes on Athena.
4. To apply the NSIR when recording incidents and Home Office Counting Rules (HOCR) when recording crime reports.
5. To record and investigate non-deployable crime, ensuring reasonable and proportionate investigative opportunities are taken. These may include:
   • Arrange recovery and review CCTV
   • Complete victim and witness statements over the telephone or video call
   • Manage any police exhibits appropriately
   • Complete all victim updates in line with victims code
   • Completion of relevant risk assessments
   • All other general office based enquiries that form part of an investigation
6. Accurately update, retrieve and interrogate all Force IT systems.
7. Where further evidential opportunities are identified which cannot be managed within the LPRC, or where a suspect is identified. Provide a comprehensive update on the crime report of all investigative enquiries made to date, to allow further investigation and/or arrest by Police officers.
8. To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.
9. All members of the workforce are to comply with all Health and Safety regulations in accordance with the Warwickshire Police Health and Safety Policy.

Special conditions:

Shift working including unsociable hours, weekends and public holidays.

Wearing of Uniform.

Person Specification:

Knowledge:

• 5 GCSEs including English Language A-C grade or equivalent

Experience:

• Experience in working as part of a team in a customer service environment

Key Skills:

• Proven ability to communicate both orally and in written form with a wide range of people.
• Proven ability to gather and collate information and create and maintain accurate records
• Ability to accurately input and maintain data
• Competent in the use of IT, including Microsoft packages