What happens at an Enquiry Office?
As an organisation we have 24 police stations where members of the public can meet and engage with us in person. At each of these we have individuals that offer front line support to the people who visit, these are our Enquiry Officers.
From the moment the doors open we never know who may come in, it could be someone looking to report the theft of an item, someone reporting a missing person or a victim of online fraud. They may also have to visit us as part of their sentencing conditions where they are required to present themselves to a police station to have documents verified and checked.
Our Enquiry Officers also see the not so nice side of the criminal world, it could sadly be someone who is coming to report a sexual assault, they could have seen some suspicious activity or a hate crime. What links all our Enquiry Officers together is the care, compassion and dedication they all show to the communities we serve and the individuals who visit us. To gain an insight of the work undertaken by the Enquiry Office team take a look at this link
Key responsibilities:
To act as first point of contact to members of the public, visitors to the site, internal staff and external agencies
Respond to, research and resolve enquiries, face to face, over the phone and online
Diffuse potentially volatile situations (both verbal and sometimes physical aggression) and escalate for police intervention in emergency situations
Support vulnerable members of the public, including victims of crime
Be sensitive to confidentiality and the need to protect individual privacy
Hours:
This role is 37 hours per week and you will need to work a shift pattern, which includes a variety of shifts:
Monday to Friday shift times include: 8:00-16:00, 9:00-18:00, 10:00-19:00 and 12:00-20:00.
Weekend shift: 9:00 to 17:00 only
About you:
You will need to be comfortable with a rapidly changing day, you never know who is going to come through the door next and what help or support they will need.
In this role, you will represent our organisation, so it's essential to maintain professional and calm at all times
You will need to have good IT skills to be able to search, record and interpret information on a number of computer systems.
Our visitors have a wide range of backgrounds, if you speak another language or know sign language this is useful as you may find it comes in handy, it is however not essential.
If you have existing transferable skills from a customer service-based role such as a hotel reception for example this would be a good start, however we will provide full training.
In this role you will see people who may tell you things of a sad and distressing nature or could have distrust of the police, you therefore need to be resilient to these situations.
Additional information:
You will be provided with full training for the role for approximately 8 weeks. This will need to completed on a full time basis.
There may be a requirement for you to travel to other locations for work purposes.
To be eligible to apply for this role you must have a 3 year ‘checkable history’ in the UK – ideally this means that you would have been resident in the UK for the last 3 years.
This is such a rewarding job, our Enquiry Office teams can and do change so many outcomes for the better.
Could you be part of that change?
Please note that A&S have recently received confirmation that a 4.75% pay increase for police staff roles has been agreed for 2024/25. From the 1st September 2024 all our pay points for A&S employees will increase by this amount. The salary currently shown on this job advert does not include this increase. As soon as the revised pay scales are available our adverts will be updated.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .