Switchboard Operator

This is an opportunity to make a real impact within the St. Asaph Force Control Room as a Switchboard Operator, where you’ll provide a crucial service and provide an efficient and effective switchboard service for North Wales Police. This is a role which will offer you further opportunities as you grow in the role, so be sure not to miss out and read on to uncover the full details…

What does the Switchboard Operator role entail?

You’ll be answering calls received and by use of prescriptive questioning, filter calls and direct callers to the relevant department or person promptly and effectively and where suitable, advise and resolve at first point of contact. Other duties will include, but not be limited to;

• Providing a quality customer service to all members of the public, by answering calls received at a centralised switchboard with the use of prescriptive questioning, followed by filtering the calls and directing callers to the relevant department or person promptly and effectively. Where suitable you’ll be advising and resolving at first point of contact.
• Operating the switchboard fault reporting system and notifying the supervisor if any action is necessary.
• Supporting the Control Room Operations as and when required e.g. Major Incident situations.
• Receiving and transmitting data and messages (e.g. email), whilst utilising Force Systems to resolve queries.

As a secure Force Communications Centre (FCC), there will be a requirement to cover reception duties which will include the following:

• Admittance of authorised FCC visitors, facilities staff and other police personnel, then inform the relevant point of contact of their visitors arrival
• Sign in visitors and issue passes, if required
• Receive post and other deliveries, signing for recorded and special delivery items where appropriate, and inform relevant personnel when deliveries arrive.

What will I need to be considered for this Switchboard Operator role?

• NVQ level 2, or equivalent level of qualification, or an equivalent amount of proven relevant experience.
• Ability to communicate fluently through the medium of Welsh and English.
• Good communication skills together with the ability to work well in a team environment or on their own initiative.
• The use of information technology to a standard level together with knowledge of Microsoft packages.

North Wales Police are a bilingual organisation and for this role, you’ll need to demonstrate Level 4 Welsh skills, which means you’re able to understand and deal with people in everyday spoken Welsh in most situations but you may turn to English when dealing with complex situations or terminology. You can find out more by visiting our Welsh Language Resources Page

Positive Action - are you eligible?

We recognise that everybody’s needs are unique and different. Our Workforce Representation Team offer a variety of initiatives including providing appropriate advice, encouragement and support throughout the recruitment process. If you’re from a Black, Asian, Minority Ethnic (BAME), minority religion group, LGBT+, or have a disability or neurodiverse condition (e.g. dyslexia), the Workforce Representation Team may be able to offer you Positive Action support depending on the role you are applying for. Visit our Positive Action page to learn more about how this works and our commitment to equality, diversity and inclusion.

Disability Confident Employer

We are recognised as a disability confident employer. This means we aim to recruit and retain disabled people, and people with health conditions, for their skills and talent. You can indicate on our application form whether you require any support or adjustments to enable you to do the job, or to assist you with your application.

If you join us with a disability or medical condition, we aim to support you so you can carry out your role effectively. Where possible we’ll arrange reasonable adjustments so you can do this. If you can help us to create a safer North Wales, then we welcome your application - whatever your age, beliefs, disability, ethnicity, gender, race or sexual orientation.

Please note the successful applicant(s) will be required to provide a 12 month commitment to this role. 

How do I apply?

Please submit your application via the North Wales Police website, ensuring you provide details of your relevant previous experience for this role within the Supporting Statement in the Application Form.

Closing date:  18th July 2022

If you require any further information please contact the North Wales Police Recruitment Team: SSF.Recruitment@nthwales.pnn.police.uk