Vetting Client Support Assistant

Police Staff
Permanent
Enabling Services
Stratford
No
B

£23,121 - £24,462

Please note, if this is a paid role and the role is part time then the salary quoted will be pro rata based on the hours worked per annum.  
37

25/07/2022, 12:00

Vetting Client Support Assistant

 Stratford

Permanent Contract

Full Time

 

The closing date for this post is 12 noon on 25th July 2022

Those currently eligible on the redeployment register will be given prior consideration.

The main purpose of the role is first point of contact for new and existing clients, Assists with ensuring vetting applications progress through the vetting process expeditiously. Actively contributes towards developing a culture of excellent client service and user satisfaction through the timely and effective resolution of client problems received by any means (including but not limited to: telephone, email, live chat or instant message.)

 

Main Responsibilities:

Answer customer support messages promptly and professionally to enhance the customer service experience.

Resolve client problems or signpost them to the appropriate person to address their needs.

Check back with callers to ensure their concerns/issues were resolved to their satisfaction.

Learn the functions of CoreVet and responds efficiently and effectively to customer complaints, concerns or feedback where it is within your capacity to do so.

Keep sensitive information and financial records private and confidential.

Work with management and contribute to maintaining and developing best practices for efficient communication with customers.

Apply knowledge of Vetting Unit policies to address issues such as poor service delivery.

Address customer questions about new methods of working, services provided, etc.

Meets regularly with Vetting Business Development and Account Manager and Vetting Team Supervisors to give feedback to help improve customer service culture, response time and tools to improve staff experience.

Contribute to retaining client support/loyalty and the achievement of SLA’s by increasing customer satisfaction.

To undertake other duties commensurate with the role.

 

Experience/Skills:

Knowledge:

5 A-C grade GCSE’s (or equivalent) including English language

Level 2 NVQ Certificate in Customer Service (or be willing to study and pass within the probation period)

Experience:

Working as part of a team and providing excellent customer service

Key Skills:

Competent in the use of IT including a working knowledge of Microsoft Office products (Word, Excel and Outlook) and databases

Good verbal and written communication skills

Ability to deliver customer service within a team environment

Proven ability to manage high process driven workloads in accordance with strict deadlines

We want our organisation to be as diverse as the community it serves. We welcome applicants from all sections of the community.

You will be required as part of Warwickshire Police recruitment process to successfully complete vetting and credit checks.

 

We support the “Happy to talk flexible working” campaign, which aims to encourage uptake of flexible working for individuals, the flexible working options that may be considered for this role include;

Annualised Hours

 

Why work for Warwickshire Police?

Warwickshire Police has gained a reputation as a pioneering and innovative force, responsible for policing a large diverse, multi-cultural population.
If you are looking for a fresh challenge which offers a genuine opportunity to make a real difference to people’s lives, variety and the chance to broaden your experience, then Warwickshire Police is the force for you.

Equality, diversity and inclusion


Warwickshire Police are committed to equality, diversity and inclusion.
We are working hard to increase diversity and inclusion within the Constabulary, where communities are under-represented, including those from minority ethnicity communities, people of all ages, abilities, faiths, religions and gender, LGBTQ+ communities and those from other disadvantaged or marginalised backgrounds, who share our values and wish to make a difference to the communities we serve.
All applications will be treated on merit, based on the evidence provided in your application and suitability for the role you have applied for.

Recruitment and Selection Policy


Internal applicants who are at risk of redundancy or in need of redeployment and pass the selection process, will be offered the role over the remaining internal and external applicants.

Police Barred and Advisory lists


Individuals placed on the Police Barred and Advisory lists will not be considered for employment by the police for a minimum of 5 years from the date of listing in the case of gross misconduct, or 3 years from the date of listing in the case of poor performance.

Vetting and safeguarding

Warwickshire Police are committed to safeguarding and operate safer recruitment processes, to ensure a police service that employees are proud to work for because they feel safe, valued and part of a happy and supportive work environment. All employees and volunteers therefore will be subject to background checks including vetting and references.

Please note, you will require the following detail to complete this application form; NI Number, ID detail, address information, referee information, full employment history including dates and any qualifications you may have attained.  You may also be requested to provide photos of any visible tattoos you have. The application system only remains active on a single page for a period of 60 minutes. Please therefore ensure you allow time to complete this fully as part complete pages will not be saved.  

This vacancy is closed to applications.