Sharon Fitzgerald

As a GMP Call Handler where I worked for 18 years, I was the first point of contact offering immediate non-emergency telephone support to the diverse communities of Greater Manchester.

I provided a professional, victim focused response to all contact received in the Force Contact Centre, on their 101 Non-Emergency number, digital contact and on crime reports, intelligence submissions, and general enquiries for the purpose of preventing, reducing, and detecting crime..

I had to elicit and evaluate information provided by our contacts, using a range of systems in a highly pressurised and reactive environment making resolution and deployment decisions and recommendations.

Professional contact management skills was required to effectively probe, build rapport, and control challenging contact. Eliciting information and providing reassurance where necessary.

Care for victims at the initial point of contact was essential by giving them specific advice such as safety and crime prevention advice; empathy and if required to provide them with specific instructions to keep them and others safe in often time sensitive and critical circumstances.

I was required to apply and work within National Call Handling Standards (NCHS) for which I was continually monitored and assessed by dip sampling in line NCHS requirements.

Identifying the correct type of resource in accordance with the incident response policy, taking in to account the importance or urgency of response and escalating it if necessary where it should have been a 999 emergency call bringing it to the attention of a more senior officer.

Identifying and recording the essential information was crucial and then I had to use risk assessment tools and the National Decision Making(NDM) model, to evaluate the urgency of the incident based on the threat of harm, the risk of the harm occurring, the investigation opportunities, the vulnerability of the person(s) involved, and the engagement opportunities that exist.

I ensured all information is recorded accurately and classified correctly in compliance with National requirements (for example: The National Crime Recording Standard, The National Standard for Incident Recording and The Management of Police Information), and the Victim code.

I advised callers where their enquiry/issue is not a police matter and if appropriate direct them to alternative and partner agencies such as the local council, managing the caller's expectations regarding the service that can be provided.

I also updated callers with their ongoing investigations and leaving messages for specific investigation officers to make contact with the victims.

Doing this I provided a high quality and timely service to the public who contact Greater Manchester Police.

Prior to joining the Police I worked at a Call Centre in Salford for Barclays Bank. This role I did for approximately 5 years and during this time I performed the following tasks/roles:

• Recorded and processed customer data accurately.
• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
• Assisted customers with varying questions using product knowledge and service expertise.
• Expressed care, patience and empathy when handling customer interactions for personalised experience.
• Managed high-volume customer queries simultaneously through effective multitasking.
• Answered customer telephone calls promptly and improved on-hold wait times.
• Recorded customer communications to maintain proper documentation.
• Registered and updated accurate customer information on database.
• Processed inbound customer calls, providing information on service or product upgrades
• Offered detailed advice on product and service benefits.
• Participated in regular training to maintain up-to-date knowledge on company products and policies.
• Advised customers on availability, pricing and location of products.
• Offered recommendations to customers based on specific situations, priorities and obstacles.
• Participated in staff meetings to discuss new developments.
• Upsold new products and accessories to customers, capturing significant increases in add-on sales.
• Followed scripts when answering common customer questions.
• Boosted monthly sales revenue by skilfully promoting diverse product and service options.
• Prepared necessary forms to complete transactions.
• Processed high-value payments with meticulous accuracy.