Shared Services Connected Ltd

Resourcing Customer Service Advisor - London

Role Overview

Policing the streets is undoubtedly one of the most important jobs out there, but how do we make sure we have the right people in those roles? As part of our recruitment process, we need to undertake stringent checks on all who apply, and this is where you could come in.


Our team deliver a varied end-to-end resourcing service, recruiting against our client’s ambitious Workforce Plan. As part of this service, we need to undertake Police National Computer checks on all candidates who apply for a new role, to ensure that those applying do not have adverse criminal records that would preclude them from employment within a policing environment. You will work as part of a small team, responsible for processing a high-volume of transactions each day working within tight deadlines. Working with a national framework, you will be required to interpret and apply policy, update our systems, and manage appeals when received.


You will work closely with your colleagues in Newport managing the wider candidate application journey, ensuring that together we give candidates the best possible experience and secure the desired outcomes for the business.


Delivering the client’s annual Workforce Plan is no easy task. To do this, we need individuals who excel at delivering excellent customer service, can work quickly and effectively, are an excellent team player, have good problem solving skills, excellent record keeping and attention to detail, and a desire to go the extra mile.


Key Responsibilities

·         Deliver the resourcing service to the highest quality for candidates, recruiting managers and assessors.

·         Undertake activities in line with agreed procedures, business rules or scripts – activities could include processing transactions, answering queries by telephone / email, or updating recruitment systems.

·         Process transactions to the required quality standards and at the required volume.

·         Make decisions as authorised, and escalate matters as necessary for further guidance.

·         Learn the activities of the team and keep up-to-date with relevant policies and procedures in a fast-moving environment, enabling resolution of problems in a customer focussed way whilst always ensuring compliance.

·         Schedule and prioritise allocated work on a daily basis, ensuring daily task-lists and plans are delivered.

·         Maintain and update records accurately and in a timely manner.

·         Identify and suggest areas for improvement.

·         Work as one team across sites, to ensure all key deliverables of the resourcing service are met.

·         Liaise with the client in respect of queries or policy escalations, building trust and confidence throughout.

·         Support your peers and managers on any additional tasks as and when required.


Essential Skills / Experience

·         Experience of delivering a high quality customer service, in a professional manner which encourages and builds confidence in all you interact with.

·         Proven accuracy in administrative processing.

·         Excellent organisational skills and the ability to work to deadlines.

·         Excellent communicator – within a team setting, over the telephone and in writing.

·         Effective team player, who displays commitment and flexibility.

·         Experience of working with and applying policies and frameworks to ensure compliance.

·         Effective problem solver.


Desirable Skills / Experience

·         Experience of working within a high-volume processing environment.

·         Experience of working with teams across multiple sites.

·         Experience of working within a policing environment.

·         Experience of working with relevant systems eg. WCN and Oracle.


Other Requirements

From this site, we also deliver face-to-face recruitment events and assessments. On occasion, where business demand dictates or your own workload allows, you will be required to support the wider team in delivery of the recruitment calendar.


It is a requirement of the post that security clearance at NPPV2 be obtained.



You will work from our client’s premises in Empress State Building, West Brompton, London.

Posted: 01/07/2018

Big facts

Our Services

Finance & Accounting, HR & Payroll and Procurement plus specialist Government and Police-specific services.
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6th Floor, Holborn Centre
120 Holborn

SSCL is a registered brand of
Shared Services Connected Ltd
Registered in England.

Registration No.

Registered Address:
Three Cherry Trees Lane,
Hemel Hempstead,