Shift Pattern - 20% SDA to cover night duties. 24/7 Operations. (PAYE pay rates once on shifts Monday-Friday- £17.41, Saturday- £21.44, Sunday- £28.14)
The role holder will be required to work shifts and protracted hours. 12 hour shifts. 6 week rolling shift pattern consisting 0700-1900 and 1900-0700 shifts
Vetting Level - CTC
Deal directly with customers either by telephone, electronically or face to face, handling and resolving customer issues and complaints to process orders, forms, applications and requests, records interactions and transactions generated through a “shared services” call centre.
Ensure incidents are correctly dealt with providing accurate advice and appropriate support ensuring the correct procedures are followed. Escalate unresolved issues to Team Leader
To provide enhanced customer responsiveness that mirrors customer requirements (Police shift patterns) by being available for advice / support beyond normal working hours.
Contribute to the development of internal LCS interpreter/translator and SD deployment processes and procedures.
To contribute to monthly management information/savings report for monitoring of performance and developing improvements in service delivery.
To identify opportunities for service improvement from any customer feedback.
Identification and escalation on breach’s of MPS SOP, non compliance issues by Interpreters and Police Officers/Staff, trends in fraudulent/excessive Interpreters/translator claims and lack of supervision by MPS Officers/Staff.
Build effective relationships with partners, colleagues and suppliers to ensure the objectives of LCS are fully supported by appropriate linguistic support procedures.
Proven communication skills both written and oral, with the ability to engage LCS Units, Interpreters and Police Officers/Staff regarding customer service, concerns or complaints.
Excellent inter-personal skills to develop rapport with internal and external stakeholders
Strong work ethics and flexible approach
Experience & understanding of Outlook, Word, Excel
Previous experience in customer service/customer orientated role