Monitoring Centre Controller

The CAPITA GROUP is a market-leading, FTSE 100 company and our goal is simple - to help our diverse customer base of public and private sector clients provide an exemplary service to their customers. We aim to attract and develop talented people and pride ourselves on our ability to deliver excellence at all levels.

Capita plc has been selected by the Ministry of Justice (MoJ) as preferred bidder for the electronic monitoring and field support services contract and also the role of overall services and systems integrator. The contract will generate revenues to Capita of some £400m over the initial six year contract term, based on the anticipated increase in the use of tags beyond the current numbers of monitored individuals.

An opportunity has arisen for a Monitoring Centre Controller to join our electronic monitoring service centre on an interim contract for an initial 9 month period. You will be the first point of contact for inbound calls from subjects or agencies who wish to contact the Monitoring Centre. You will deal with telephone enquiries; confirm authenticity of each caller and ensure you provide accurate information. You will also make outgoing telephone calls, in response to violation alerts on GEM. You must be able to obtain information in a professional manner and ensure all logs and records are maintained accurately within very strict deadlines.

You will be office based in Norwich in an administration based role. This position requires excellent communication skills, attention to detail, computer literacy and some knowledge of the Criminal Justice System is desirable. Normal office hours with some weekend and bank holiday work will be required.

ROLE RESPONSIBILITIES WILL INCLUDE THE FOLLOWING:

- Receive and accurately process all notifications in relation to electronic monitoring
- Liaison with Internal customers and external agencies (including but not limited to), Courts, Police, CPS, Probation and YOS/YOTs
- Dealing with incoming and outgoing communication from all customers
- Update and maintain required records and systems
- Maintain a computer log, ensuring it is a factual account, of all communication and telephone calls that occur during the shift
- Diffuse volatile telephone calls, whilst remaining calm and professional at all times
- Consistently meet the required minimum standards of the role within the specified timelines
- To carry out procedures in accordance with operational guidelines and remain
- Comply with internal and external service levels and targets.

ESSENTIAL SKILLS

- Excellent Customer Service skills
- Exceptional attention to detail
- Excellent standard of verbal and written English
- Excellent keyboard skills
- Someone who is able to work flexibly to achieve the overall goals of the business
- Ability to work well as part of a team
- Internal and external customer focus
- Experience of working to specific targets and goals and delivering results
- Interpersonal awareness
- Previous experience of working in a call centre environment or justice environment would be advantageous.

The Monitoring Centre is a 24 hour operation and you will therefore be required to work a rotating shift pattern.

Average of 39 hours a week based on a rolling shift pattern; 6 days on 3 days off covering a variance of 07:00-15:00, 14:20 to 22:30, 17:00-01:00 and 22:00-07:15

Due to the nature of this position, successful applicants will be required to satisfy the conditions for an enhanced disclosure. This will include the following checks:

- 5 year full employment history
- 5 year referencing
- Credit and fraud check
- Criminal records check

The employer has claimed an exception under the Equality Act 2010.

IF YOU ARE INTERESTED IN OUR INTERIM ENFORCEMENT CLERK VACANCIES PLEASE DO NOT HESITATE TO APPLY WITH YOUR CV BY FOLLOWING THE APPROPRIATE LINK.

Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.