SYP - Digital Desk Assistant - January 2022

Role: Digital Desk Assistant

Department: Force Control Room

Location:  Atlas Court, Sheffield

Salary: £19,452 - £21,135 plus shift and weekend working allowances

Hours: 37 hours per week

Contract Type: Permanent

Role Purpose:

As part of our dedicated new Digital Team, you will be the first point of contact for members of the public in South Yorkshire, dealing with all digital enquiries and requests for assistance.  As a member of the team, you will be at the centre of policing in South Yorkshire and helping us adapt to new ways of public engagement and communication.  This will be an exciting role, where you help us shape the future interaction with the public.

The types of digital methods of contact that members of the public will be using include but are not limited to Web-forms, Emails, SMS Web Chat and Social Media, and you will be expected to multi-task across different channels, responding to demand and prioritising work as required.  In dealing with enquiries across all these channels, you will ensure that the right action is taken to meet the needs of the public. You will communicate clearly with individuals and whatever the request, you will always strive to provide the highest quality of service to our customers.

However, you may also find yourself dealing with incidents that at times may be challenging and distressing, involving situations that may be difficult to deal with. Nevertheless, it is a hugely rewarding job where no two days are alike and you will feel an immense sense of satisfaction knowing you have helped people at some of the worst times of their life. There will also be routine jobs to deal with such as administration tasks associated with the role.

You will be part of the wider policing family helping to keep South Yorkshire safe as well as part of a team of great people.  Most people join the police service because they want to help others and make a difference to people’s lives.  Working in the Digital Desk Team, there is no doubt that you will be making a difference – every day.

If you are interested in joining the team, we’re looking for motivated people who are excellent team players with the ability to work unsupervised and use their own initiative.

Key Responsibilities:

• Receive and critically assess incoming emails to ensure that the appropriate action is taken, including the creation and/or updating of incidents and responding to members of the public as appropriate.
• Action SMS messages
• Action and process incidents and enquiries submitted via the online portal
• Provide timely responses and interactions with members of the public using our Web Chat service, ensuring that questions are answered and appropriate direction and customer service given
• Manage the SYP social media accounts
• Researching information on key systems - PNC, Connect and Storm
• Identifies the purpose and nature of each contact by eliciting relevant and sufficient information to enable an accurate and timely assessment of appropriate means of resolution
• Assesses risk and identifies the appropriate action to resolve or determine the appropriate agency, deployment grading and priority of contacts
• Follow up contacts received to agree resolution, close down contact, and file appropriately to meet organisational and national requirements.
• Act in adherence to all other legal frameworks, key working principles, policies and guidance relevant to the role.
• Action Foreign Force enquiries
• Receipt and reading of incidents created by Enquiry Desk staff, risk assessing and taking appropriate action
• Receive and act on referrals from CRU and Dispatch
• Other Administrative Duties as they arise

Skills and experience:

• Excellent written and verbal communication skills.
• Evidence of working on own initiative and proven ability to appropriately prioritise and plan own work.
• Experience of working in a computerised environment with an aptitude to navigate multiple IT systems, databases and use of social media platforms.
• Ability to work under pressure, making logical and appropriate decisions.
• Experience of working in a customer service environment.

For further information relating to the role and tasks of this position, please refer to the attached role profile.

Benefits:

We offer generous entitlements and supportive policies to enable a better work-life balance, some of which are listed below:

• Generous annual leave allowance
• Flexible and agile working
• Generous ‘family’ leave
• Voluntary CPD Events for all staff to allow continuous development
• Mentoring & Coaching Scheme
• Paid Professional Subscriptions when relevant to role
• Access to a range of occupational health facilities
• Generous pension scheme
• Employee assistance service (accessible 24/7)
• Additional benefits for Westfield Health members
• Cycle to work scheme
• Sports and Social Club

Eligibility:

Applicants must meet the minimum requirement checkable history criteria, which must be taken into account for individuals applying to work with South Yorkshire Police in any capacity.  A minimum checkable history of 3 years is required for this role and successfully undergoing recruitment vetting procedure is a pre-requisite of employment with South Yorkshire Police.

Appearance & Standards:

All tattoos and piercings must be in line with South Yorkshire Police’s Appearance and Standards policy.  Tattoos visible on your face, neck, hands or head are not permitted.  Any tattoos which could be deemed inappropriate or cause offence will also not be accepted.  If you have tattoos, you will need to make a declaration at the time of application.

Further Information:

You will be based on Atlas Court, Sheffield which is located 5 minutes from both Sheffield City Centre and Meadowhall.

You must be prepared to work shifts and bank holidays with the service operating 24/7, 365 days of the year.

Please note the current shift pattern is under review.

If you successfully pass the short-listing stage, you will be invited to attend an interview.  Interview dates have yet to be confirmed.

When all pre-employment check are complete, successful applicants will be progressed for the courses which are scheduled to commence on Wednesday, 27 April 2022 and Monday, 27 June 2022.  You will be expected to work full time, Monday to Friday for the duration of the training course.

Did you know? You can copy and paste the link currently in your browser and access this vacancy at home.

Closing Date:

Monday, 7 February 2022 at 23:55

Closing dates are not normally extended, other than in exceptional circumstances and agreement is made with the Talent Acquisition Manager and the Line Manager for the role.

Contact point for applicants:

For further information about the role, please contact Jill Ford on 0114 2196724.  Please do not contact this number for an application form.

Diversity & Inclusion:

South Yorkshire Police welcome applications from under-represented communities.  For further information on diversity and inclusion within South Yorkshire Police, please visit the diversity and inclusion page:

https://www.southyorkshire.police.uk/sign-up/join-team-syp/diversity-in-the-force/

Note to candidates:

Please note that, should you be successful at the interview stage, the relevant internal or external pre-employment checks are required.  These include vetting clearance or review, prior to being appointed to the new role and start date being agreed.

Apply for the role:

To apply for the role, please click the ‘Apply’ button.