National Enquiry Point Operator

The Crown Office and Procurator Fiscal Service is the sole prosecuting authority in Scotland. Our Enquiry Point Operators provide the vital operational support that keeps our offices running smoothly.

Enquiry Point Operators will respond to enquiries by telephone and will be expected to engage with a wide range of people from victims and witnesses of crime, Police Scotland and other stakeholders. It is important and often challenging work that can have a real impact on people’s lives.

Our Enquiry Point operates under a call centre environment with operators required to work to the shift patterns provided and be available to attend the Dumbarton Office.

Role Specific Responsibilities, Activities and Duties

• Answer calls and resolve enquiries at first point of contact from members of the public; Police Scotland and other stakeholders whilst providing an excellent level of customer service
• Liaising with colleagues within other offices, transferring calls where appropriate
• At times calls may be in relation to complaints and staff will be required to raise formal complaints through our internal systems.
• Our operators will also receive training on handling difficult callers and dealing with vulnerable members of the public.

Although the role will primarily involve answering calls the following roles may also be carried out:

• Updating Witness Contact Screen
• Responding to inbound enquiries by email from members of the public; Police Scotland and other stakeholders
• Responding to text message enquiries from people with a hearing impairment or people without speech
• Collating statistical information and populating spreadsheets
• Creating records where there are changes of address and telephone numbers and notifying colleagues of those changes.

Full training will be provided and staff will be expected to successfully complete assessments throughout and at the end of the initial training period.

Please note this is not an exhaustive list and other duties may be required as appropriate to the role.

Essential Criteria Required

The key competencies outlined in this application pack form part of the essential criteria for this post. Candidates will also be expected to demonstrate:

• Five National 5’s (including English) or equivalent; or proven experience of general office work.
• Literacy and fluency in English
• Strong word processing skills
• Strong organisational skills

Desirable Criteria

• Previous contact centre experience
• An understanding of the work of COPFS and it’s position in the Justice Sector
• Experience in a criminal justice environment

Conditions of Post

• Fixed hours between 08:30 – 17:00
• Travel to Dumbarton Procurator Fiscals Office 5 days a week
• Mandatory Working some Public Holidays due to nature of role. Typically, a couple of days per year.

We offer an excellent range of benefits which include:

• Generous Civil Service Pension employer contribution, on average over 26% of your pay.
• 25 days paid holiday + 11.5 public and privilege holidays (rising to 30 days paid holiday after 4 years).
• Flexible working hours and family friendly approach to work.
• Cycle to Work Scheme and Season Ticket Loans.
• Employee Wellbeing Support with Mental Health First Aiders and access to an Employee Assistance Programme.

Job contact :

Name :
Recruitment
Email :
Recruitment@copfs.gov.uk

Recruitment team :

Email :
Recruitment@copfs.gov.uk