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Call Taker (Full Time contract and Flexi/Part Time available)

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Job Reference: G17/121
Number of Positions: 1
Job Category: Communications Centre
Contract Type: Part Time
Salary: £18,889
Location: Nettleham, Lincoln, Lincolnshire
G4S Region: UK & Ireland
Country:United Kingdom


G4S Business Unit:
Closing Date: November 5, 2017

Job Introduction:

In April 2012, G4S entered into a strategic partnership with Lincolnshire Police to provide a range of services including the Force Control Room (FCR). The Force Control Room serves the public 24 hours a day, and answers emergency and non-emergency calls to the Police.

We are now looking to appoint Call Takers on both full time contracts and flexible hour contracts to start on 12th February 2018. This role, although rewarding, will be fast paced and demanding, therefore suitable candidates will be comfortable working under pressure and to performance targets. You will be dealing with a wide variety of calls from the public which could include anything from being asked for general advice, to dealing with more serious incidents. You will be required to log information quickly and accurately, so excellent communication, listening and data recording skills will be essential

If you are successful with your application you will be invited to attend an interview, and if successful at your interview you will be invited back to undertake a series of tests.

For the flexible hour contracts you would be guaranteed an average of 20 hours per week over a 10 week period. Additional hours will be available to you in accordance with the needs of the company. For full time contracts you would work an average of 40 hours over a 10 week rotating shift pattern.

For both the full time and flexible hour contracts you will work a variety of shifts which will include day and night shifts, weekends and bank holidays.

Please note successful candidates will be required to attend a five week, full time training course. You must be able to attend all training dates on the relevant course which means that no leave will be given for the duration of the initial training.

Training will be between the hours of 0900 and 1700 hours, Mondays to Fridays and following your five week course, all successful candidates would be expected to continue to work full time (covering a variety of shifts) for a period of tutoring.

On completion of your tutoring period those on flexible hour contracts will be subject to the minimum working hours with opportunities to work additional hours if there is an organisational need to do so.

If you would like more information regarding these positions, please contact the HR Resourcing & Succession Planning Team on 01522 558235 or by emailing resourcing@lincs.pnn.police.uk.

Closing date: midnight Sunday 5th November 2017

Role Responsibility:

  • Answer all emergency 999 calls and non-emergency calls within Force and National targets.
  • Create incident logs in line with National Standards of incident recording. Ensure that all information is accurate and complies with local policies and national legislation. Where an incident requires the deployment of an officer ensure that this is expedited via a Dispatcher
  • Using systems, procedures and problem solving skills, attempt to resolve queries in a manner that is acceptable to the caller and agreed by them, without allocating a police officer.
  • When the caller requires advice ensure that the subject is properly researched and correct advice is given, and an incident log is created including the advice you have given to the caller.
  • Operate computerised systems in support of the function in an accurate and timely manner.
  • Respond to enquiries from other agencies or people requesting information.
  • Inform the duty supervisor promptly of any serious incidents and any other matter requiring a supervisor’s attention, i.e. pursuits, firearms incidents etc.  In addition ensure such incidents are brought to the immediate attention of the FCR Supervisors or, where appropriate, the operational supervisor responsible for that area.
  • Treat all callers with respect, courtesy and cordiality, whilst obtaining relevant accurate information quickly
  • Undertake the training appropriate to the switchboard and carry out the role of switchboard operator as required to meet organisational needs.
  • Participate by active involvement in any consultation or Force Control Room user group meetings, with the aim of improving the quality of service provided.
  • Promote best practice by highlighting or suggesting improvements in working practices, arrangements or technology.
  • Understand and enforce corporate policy as regards the use and abuse of emergency telephone lines.
  • Provide cover for the Town Enquiry Offices, for which the key responsibilities are:

- Maintain up to date and accurate Enquiry Office records both manually and computerised to assist with the smooth running of the office.

- Accurately record and check details of documents produced by members of the public, completing appropriate documentation and passing the information on to the relevant person.

- Adhere to and follow procedures in place for dealing with situations for example Warrants, Road Traffic Accidents, fixed penalties and lost dogs.

- Ensure items handed into the Enquiry Office are recorded and stored safely, giving consideration to the item being surrendered

- General administration duties, including the provision of typing support for station staff, filing, stationery stock, the use of telephone, fax and computer terminal as required.

- Regularly check and update the pending file, passing details onto relevant officer.


The Ideal Candidate:

Key Competencies

  • Delivering excellence
  • Planning Action
  • Communication
  • Teamwork
  • Interpersonal Skills
  • Customer Focus
  • Decision Making
  • Inclusivity
  • Customer Focus
  • Decision Making
  • Inclusivity


Essential Skills and knowledge

  • NVQ Level 3 or equivalent in Customer Care or experience in Customer Service Environment
  • Experience dealing with telephone enquiries
  • Demonstrates experience in using Microsoft Office and windows based packages
  • Demonstrates the ability to develop strong working relationships internally and externally
  • Communicates effectively and clearly both verbally  and in writing avoiding jargon
  • Uses listening and questioning techniques to elicit relevant information
  • Demonstrates the ability to analyse verbal information and extract relevant data from this.


Desirable Skills and knowledge

  • Experience of dealing with vulnerable, upset and angry customers
  • Demonstrates knowledge of customer care issues

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