National Enquiry Point Operator Glasgow

This is an exciting opportunity to join the Crown Office and Procurator Fiscal Service (COPFS), Scotland’s only prosecution service. We receive reports about crimes from the police and other reporting agencies and then decide what action to take, including whether to prosecute someone. We also look into deaths that need further explanation and investigate allegations of criminal conduct against police officers.
COPFS plays a pivotal part in the justice system, working with others to make Scotland safe from crime, disorder and danger. The public interest is at the heart of all we do as independent prosecutors. We take into account the diverse needs of victims, witnesses, communities and the rights of those accused of crime. We support the Strategy for Justice in Scotland and, in particular, its priorities of:
+ Reducing crime, particularly violent and serious organised crime
+ Tackling hate crime and sectarianism
+ Supporting victims and witnesses
+ Increasing public confidence and reducing fear of crime, The National Enquiry Point (NEP) is the first port of call for all telephone enquiries from members of the public, other government organisations and law enforcement. Our unit is pivotal in supporting COPFS’ aim to improve how we communicate and provide support to the most vulnerable service users.
You will join an experienced, dynamic and close team who will guide you through the initial structured training period and provide ongoing support throughout your career in NEP, ensuring you have everything you need to familiarise yourself with the role and perform and develop to your best potential.
This is an extremely rewarding role, as you provide genuine help and support to our most vulnerable society members. Our service users range from victims, witnesses and accused to law enforcement officers, legal and medical professionals and bereaved family members. At times, the calls you have may be challenging, but you will have both managers and champion operators on shift with you to offer help, support and guidance.
General Responsibilities
+ Handle all incoming enquiries over the phone and via e-mail.
+ Provide excellent customer service as you handle inbound calls from witnesses, victims, accused, legal professionals and police.
+ Actively listen to all enquiries, support vulnerable customers, and provide procedural guidance with care and empathy.
+ Communicate with members of COPFS at all levels
+ Use Case Management Systems to find case information and provide updates to victims, witnesses, or the accused.
Role Specific Responsibilities
+ Perform security checks on callers to confirm identity before issuing any sensitive case information.
+ Update our case management systems after each call to ensure contact information is correct and an accurate log is kept of enquiries and outcomes.
+ Use our in-house contact data sheet as reference to ensure calls are being passed to the correct COPFS department or staff member.
+ Conduct in-call screenings on distressed callers to assess whether a welfare check may be necessary, escalating to management if appropriate.
+ Attend monthly team briefings with management to discuss monthly performance levels and achievements, statistics, and focus training sessions.
+ Manage multiple mailboxes on a rotational basis, responding to all written enquiries.
+ Use gained knowledge of COPFS policies and procedures to provide guidance to internal and external stakeholders.
+ Apply learned skills and training, including suicide awareness training, to handle challenging calls and use own judgement to assess if they require escalation to management.
Please note this is not an exhaustive list and other duties will be required of the post holder.

This role will suit you if you are motivated to make a difference to victims, witnesses and users of the legal system, providing the best possible support.
Previous customer service experience would be beneficial, you may already have an interest in the legal system, but you should have a desire to learn and apply this knowledge on a daily basis.
You should be resilient to distressing information as you will be exposed to this regularly and you should not be afraid to ask for help when you require it.
Essential Criteria
Please note the competencies referred to in the application pack form part of the key essential criteria for the role. You will also be required to demonstrate:
+ Strong communication skills both verbal and written, with the ability to determine the needs of others.
+ Proficiency in using computer systems such as Microsoft to help achieve a goal.
+ Ability to understand and apply good customer service skills and having the confidence to deal with challenging conversations.
+ Ability to actively listen to others and provide empathetic and impartial guidance., Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

This role requires full time office attendance and there will be no opportunities to work from home.
Current office opening times are:
Monday – Thursday: 8:30am – 5:00pm
Friday: 8:30am – 4:30pm
Times may be subject to change in line with business needs., Alongside your salary of £25,235, Crown Office and Procurator Fiscal Service contributes £7,310 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
We offer an excellent range of benefits which include:
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o 25 days paid holiday + 11.5 public and privilege holidays (rising to 30 days paid holiday after 4 years).
o Generous Civil Service Pension employer contribution, on average over 28.97% of your pay
o Flexible working hours and family friendly approach to work.
o Cycle to Work Scheme and Season Ticket Loans.
o Employee Wellbeing Support with Mental Health First Aiders and access to an Employee Assistance Programme.