Customer Service Front Office
| Posting date: | 07 July 2025 |
|---|---|
| Salary: | £27,531 to £28,653 per year |
| Hours: | Full time |
| Closing date: | 15 July 2025 |
| Location: | Gateshead, Tyne & Wear |
| Remote working: | On-site only |
| Company: | Northumbria Police |
| Job type: | Permanent |
| Job reference: | JRN 30044 |
Summary
Salary: Band 5, £27,531 – £28,653
Location: Gateshead and Etal Lane Police Stations
Hours/Contract: 37 hours per week (Monday – Friday), 12-month fixed term / secondment
The role
Here at Northumbria Police, we think our region is amazing! It takes a great deal of people from different backgrounds, with diverse skills and experience to serve our force area effectively, think you have what it takes to help us make a difference? This could be the perfect time for you to join us in our Communications Department as a Customer Service Front Office.
As a Customer Service Front Office employee, you will provide exceptional service in all external customer interactions, aiming to resolve queries at first contact whenever possible. Offer professional advice and effective signposting.
As the first point of contact for the public, handle face-to-face, telephone, and digital communications, including making outbound calls when necessary. Responsible for identifying and assessing information in accordance with THRIVE guidelines.
What you’ll do
Ensure that the public enquiry desk is open at the times advertised to the public.
Engage effectively with external customers through various formats (face-to-face, 101, digital contact), quickly building rapport and using a creative problem-solving approach to understand and respond to customer needs.
Handle enquiries from a variety of sources including, but not limited to, face-to-face, telephone, online, email, and voicemails within the time specified by any agreed service levels and adhering to quality standards.
Create incidents/events reported in person, via telephone, or online using ASPIRE/STORM and applying THRIVE.
Maintain an up-to-date knowledge of procedures, including those of partner agencies, to deal effectively with all customer contact such as property enquiries, complaints, incident and crime progression, as well as other miscellaneous general enquiries.
What you’ll bring
THRIVE.
Experience of an organised approach in line with concise documents and note taking.
Ability to record information in a timely manner.
Ability to use judgement, initiative and creativity, to resolve situations and provide positive solutions.
The ability to communicate clearly, concisely and timely at all levels.
Evidence of excellent communication & interpersonal skills.
Demonstrate a professional and proactive approach to customer service.
A good understanding of managing customers’ expectations.
We know it’s important for you to feel that you’re not only part of a great team, but part of a community. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.
Harnessing these differences creates a productive environment in which everyone feels valued, and their talents are fully utilised. Appointments are based on merit alone.
Just so you know
Candidates with priority status will be given precedence for this role over other applicants.
If your application is successful, we’ll ask you to complete a Recruitment Vetting (RV) form, therefore you must be a resident of the UK for a minimum period of 3 years to ensure vetting checks can be successfully performed. A job offer will be dependent upon vetting clearance, medical information, and references.
Location: Gateshead and Etal Lane Police Stations
Hours/Contract: 37 hours per week (Monday – Friday), 12-month fixed term / secondment
The role
Here at Northumbria Police, we think our region is amazing! It takes a great deal of people from different backgrounds, with diverse skills and experience to serve our force area effectively, think you have what it takes to help us make a difference? This could be the perfect time for you to join us in our Communications Department as a Customer Service Front Office.
As a Customer Service Front Office employee, you will provide exceptional service in all external customer interactions, aiming to resolve queries at first contact whenever possible. Offer professional advice and effective signposting.
As the first point of contact for the public, handle face-to-face, telephone, and digital communications, including making outbound calls when necessary. Responsible for identifying and assessing information in accordance with THRIVE guidelines.
What you’ll do
Ensure that the public enquiry desk is open at the times advertised to the public.
Engage effectively with external customers through various formats (face-to-face, 101, digital contact), quickly building rapport and using a creative problem-solving approach to understand and respond to customer needs.
Handle enquiries from a variety of sources including, but not limited to, face-to-face, telephone, online, email, and voicemails within the time specified by any agreed service levels and adhering to quality standards.
Create incidents/events reported in person, via telephone, or online using ASPIRE/STORM and applying THRIVE.
Maintain an up-to-date knowledge of procedures, including those of partner agencies, to deal effectively with all customer contact such as property enquiries, complaints, incident and crime progression, as well as other miscellaneous general enquiries.
What you’ll bring
THRIVE.
Experience of an organised approach in line with concise documents and note taking.
Ability to record information in a timely manner.
Ability to use judgement, initiative and creativity, to resolve situations and provide positive solutions.
The ability to communicate clearly, concisely and timely at all levels.
Evidence of excellent communication & interpersonal skills.
Demonstrate a professional and proactive approach to customer service.
A good understanding of managing customers’ expectations.
We know it’s important for you to feel that you’re not only part of a great team, but part of a community. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.
Harnessing these differences creates a productive environment in which everyone feels valued, and their talents are fully utilised. Appointments are based on merit alone.
Just so you know
Candidates with priority status will be given precedence for this role over other applicants.
If your application is successful, we’ll ask you to complete a Recruitment Vetting (RV) form, therefore you must be a resident of the UK for a minimum period of 3 years to ensure vetting checks can be successfully performed. A job offer will be dependent upon vetting clearance, medical information, and references.
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.