** Customer Service Assistant - Fixed term contract**

**Vacancy Information**

Division / Department - Estates and Facilities Management

Grade - Grade 6

Status - Full Time

Contract Type - Fixed Term Contract

Salary Grade Range - 19,860 - 21,135

Working Hours - 37.0 Hours per Week

The starting salary for this role will usually be at the bottom of the salary range and will be pro-rata if the working hours are less than full time.

**The Role**

The Estates and Facilities Department are looking to recruit a customer focused individual to work as part of a small but busy team across our HQ Reception and Helpdesk.

The position will consist of 37 hours per week, Monday to Friday 7.4 hours per day, with a rolling shift pattern of 08:00-16:00/ 09:00-17:00 with 30 minutes for lunch. This will be fixed term contract until the 31st December 2021.

Whether working front of house in Reception or within the office in our Helpdesk Team, the successful candidate will require excellent communication skills interacting with visitors and customers through a range of mediums Face to face, email, telephone and Skype.

Due to the dynamic of this dual role, we are seeking someone who is able remain focused but flexible in the work that they are carrying out. Assisting where there is the greatest demand and able to build strong working relationships with their colleagues.

**Key Responsibilities**

Reception:

Providing a reception service to welcome and issue identification passes to visitors, contractors and suppliers, conference delegates, officers and staff, directing them to parking facilities, venues and classrooms.

As a Police HQ we will have the opportunity to interact with a wide range of individuals, it is important that the successful candidate can assess the situation and adapt their communication style to meet the needs of those attending site. This could at times include interating with individuals who may appear hostile towards the Police. In these circumstances the post holder must be able to remain calm whilst working under pressure.

Ensure that any passes or keys issued are recovered. Deal with incoming calls and e mails. Producing warrant and identification cards as required for police officers, staff, contractors and volunteers using the computerised access control and card production system.

Maintain and update relevant system(s) inputting joiners, leavers and visitors ensuring that data is secure, accurate and up to date. Working closely with our Security Team they will be responsible for helping to maintain security on site, ensuring only authorised people are permitted on site in line with force policies. This will be through checking IDs of those attending site and where required their vetting level.

Maintaining relevant registers, records and diaries held or used within the reception area or function ensuring they are available for inspection as required. These can include Fire Information, Asbestos Registers, Visitor and Contractor Registers and Lost or Found property records.

Helpdesk:

Provide a comprehensive 360% service to respond to, task and allocate helpdesk requests for Estates and Facilities services or report faults to internal Sussex Police personnel or external contractors, partners and other agencies for action.

Provide a comprehensive, cost effective and value for service when purchasing items for the Force. Process requests in accordance with customers requirements and their budget coding. Creating purchase orders credit card payments in accordance with Finance and Procurement policies and procedures for all Facilities related products and services

Managing customer complaints related to contracted work for cleaning, ground maintenance and printing.

**Skills & Experience**

Educated to O Level/GCSE Level standard or equivalent.

NVQ level 2 or proven experience of working in a Customer Service

Good organisational skills

High levels of accuracy with attention to detail

logical method of working

Able to follow written work instructions

Ability to undertake detailed research and analysis skills

Good level of literacy and report writing

Good written and verbal communication skills (be able to talk at all levels)

Computer literate, including basic use of EXCEL

**Further Information**

For further information relating to this role please contact Paige Ward, Specialist Services Team Leader

Email: paige.ward@sussex.pnn.police.uk

**Additional Information**

Following submission of your application you will receive a confirmation email with a copy of your application attached. Occasionally emails from this address can fall into spam/junk folders so please ensure this is checked regularly. You may wish to consider adding noreply@surreysussexpolice.as.recruitmail.com to your address/contact list to ensure you receive all communications.

This post is being advertised in parallel with Force redeployment processes. Any redeployees who are identified will be given preference. This may result in the post being withdrawn at any point during the recruitment process.

If you are an internal candidate looking to apply for this role, please ensure that you discuss your application with your line manager before submitting an application. If you are conditionally offered the role your attendance record and any reasonable adjustments already in place will be discussed with yourself and your current line manager.

Please note that not all jobs are available for internal candidates across both Forces, the current agreed recruitment principles are;

- vacancies in collaborated units are available to all officers and staff across both Forces

- vacancies in non-collaborated units are only available to officers and staff within the Force with the vacancy unless it is advertised externally. If the vacancy is advertised externally and an officer or member of staff from the other Force is success it will result in a transfer of employment.

Surrey Police and Sussex Police Special Constables, Volunteers and Agency Staff (excluding self employed workers) covered under the Agency Worker Regulations (AWR) are eligible to apply for internal advertised posts.

Applications will only be accepted by clicking the 'Apply Now' button. CVs are not accepted as part of our recruitment process.

**Diversity Statement**

We are only as good as our people. It's really important that our officers and staff can be themselves in the workplace and we know that as an organisation we'll grow from the variety of thinking, approach and skills that diversity brings; all of which help us deliver a better policing service. We strive to ensure how we deliver our services, provide information and how we recruit is open and accessible to all.

We have multiple staff support groups who help to improve our understanding of minority issues and ensure they are reflected in our work. We are proud members of the Stonewall Workplace Equality Index and Disability Confident, a signatory of the Race at Work Charter and aligned with the Armed Forces Covenant and the HeForShe movement.

We value the differences that people bring from all backgrounds and communities. Regardless of age, gender, ethnicity, sexual orientation, gender identity or gender expression, disability, social status or religious beliefs, we would love to hear from you.

Job Detail

* Reference number **SYSX STAFF01703**

* Date posted **20/07/2021**

* Closing date **01/08/2021**

* Force **Sussex Police**

* Vacancy Type **Police Staff**

* Starting Salary Between **0 - 19,999**

* Location **Sussex Police Headquarters, Lewes**