Post Title: Receptionist/Administrator Department: Contact Management
Post Number:
Grade: W4
Responsible to: CCH Supervisor
Work Location: Police Headquarters, Devizes
Security Vetting Level: CTC
Date: April 2012
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To be the first point of contact for all visitors to Wiltshire Police Headquarters (HQ) and facilitate their requirements. To provide administrative support to the senior management team within the Contact
Management Department.
To undertake administrative roles on behalf of other departments within Police Headquarters as directed by their line manager.
1.
Reception Duties –

Provide first point of face to face contact to all visitors to Police HQ.

To offer advice, receive dispatches, contact departments/hosts and operate the tannoy system.

Administration of found property.

Administration of the visitors pass system for HQ and ECC.

To maintain and update the visitors diary and fire log book.

To deal with vehicles rented by the force and to ensure that keys are returned to the rental company.

In case of fire ensure front entrance is secured and the visitors book and ref fire log book is given to the fire marshal at meeting point

Other administration duties, as directed by line management.


To update the MI Dashboard with figures obtained through Contact Management.
To reset the Alarm Control Panel in the main corridor to the rear of the front desk.
2.
Advice to Members of the Public –

Provide advice to members of the public e.g. inform them how to obtain crime numbers, general advice around Police enquiries and ongoing incidents.
Financial
None
Non-financial x number of face to face visitors per day x number of callers per day x number of reports, letter etc prepared per annum
Maintain outlook calendar
Manage departmental mail and despatch
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Attributes
Qualifications:
Experience:
Skills:
Knowledge:
On Appointment Criteria
Educated to a minimum of GCSE level
Previous receptionist/administrative experience
Experience of dealing directly with the public
Experience of working under pressure in a busy working environment
Experience of working in a customer service environment
Computer literate with good keyboard skills
Competent in the use of Microsoft Word, Outlook and Excel
Ability to demonstrate good customer service skills to members of the public and internal customers
Ability to pay attention to detail and accuracy especially whilst working under pressure
Ability to deal with competing demands
Ability to organise work to meet to deadlines
Ability to work with minimum supervision
Ability to demonstrate problem solving skills, decision making skills and sound judgement
Ability to deal with conflict and vulnerable/distressed callers
General awareness of equality and diversity issues in the working environment
Awareness of workplace health & safety issues
Understanding of confidentiality and Data Protection/Freedom of
Information issues
Desirable
Essential
Essential
Essential
Essential
Essential
Desirable
Essential
Essential
Essential
Essential
Essential
Essential
Essential
Essential
Essential
Desirable
Essential
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Attributes
Qualifications:
Experience:
Skills:
Knowledge:
After Training
Experienced at dealing with a diverse number of issues in order to provide an enhanced quality of service to internal and external customers
Ability to use the Force’s software packages; including ProMis, Intranet, Firstpoint
Ability to respond and deal with queries on own initiative
Ability to liaise on behalf of the department
Awareness of the Force’s structure and departments within HQ
Ability to develop and adapt to changing working practices in order to meet the demands of Wiltshire Police, new legislation or new policies introduced within the
Force
Understanding of your responsibility under Equal Opportunities and the way in which your role and the organisation may impact on minority and more vulnerable communities within Wiltshire
Greater understanding of relevant health & safety issues within your working environment
Understanding of the impact of the Human Rights Act on the organisation and the role that you undertake
Greater understanding of Data Protection and Freedom of Information issues within your working environment
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The opening hours for Headquarters’ Front Desk will be 0800-1700 Monday to Thursday and 0800-1630
Friday. In order to ensure coverage for the opening times, will require 2 part-time post holders working 22 and 22.5 hours per week.
Wiltshire Police provides a 24 hour 7 day a week service therefore applicants should be prepared to be flexible in their approach to working hours.
The post holder should have access to a vehicle or be able to make alternative arrangements to meet the requirements of the post.
The post holder will be expected to wear a uniform at all times when on duty.
You will be required to attend all necessary and relevant training courses in respect of your employment to ensure compliance with the policies of the Force.
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