Salary: Band 7, £30,117 – £32,772
Location: Agile, Ponteland and homeworking
Hours/Contract: 37 hours per week, 9 month fixed term / secondment
The role
Here at Northumbria Police, we think our region is amazing! It takes a great deal of people from different backgrounds, with diverse skills and experience to serve our force area effectively, think you have what it takes to help us make a difference? This could be the perfect time for you to join us in our Digital Department as a UC Support Adviser.
As a UC Support Adviser will provide technical expertise, taking an active role in the efficient and effective delivery of performance, cost effective and appropriately resilient mission critical unified communications service that meets the agreed service levels for critical business functions.
You will take an active role in the planning, installation, configuration, monitoring, preventative maintenance and troubleshooting of unified communication systems.
What you’ll do
- Provide continuous support and maintenance for mission critical communication systems within the organisation (including the 999 and 101 contact centre systems) and ensure any detected or reported incidents are resolved or a suitable workaround provided in a quick and effective manner and to Service Level Agreements (SLA). Liaising with all sections of Digital Policing to ensure the provision of a fully integrated, efficient, effective and customer focused service.
- Actively manage any issues escalated to 3rd party suppliers ensuring clear lines of communication are in place and that resolution activity is being carried out to agreed SLA’s.
- Take an active role in the installation, configuration and documentation of new communications equipment and related products, systems and services, as planned and to the correct standards.
- Collaborate with users and 3rd party service providers to determine appropriate solutions to satisfy the Force’s unified communication requirements.
- Assist in understanding and capturing new functional requirements and working with existing suppliers to purchase, install and configure new equipment and services.
What you’ll bring
- Proven experience of working in a Service Management 2nd line support role or equivalent experience in supporting and maintaining communication services and equipment.
- A good level of computer literacy including use of Microsoft Office.
- Previous Customer Service experience.
- Ability to plan and prioritise workloads in line with business needs and timescales.
- Proven flexibility with the ability to make own decisions and work on own initiative, often in high pressure situations.
- Proven experience and track record of supporting, maintaining, and improving communication systems throughout their lifecycle, engaging with teams, stakeholders, and suppliers.
We know it’s important for you to feel that you’re not only part of a great team, but part of a community. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.
Harnessing these differences creates a productive environment in which everyone feels valued, and their talents are fully utilised. Appointments are based on merit alone.
Interested to learn more? For further information about the role please contact Richard Williams, Voice Services Manager by email at Richard.williams@northumbria.police.uk
Just so you know
Our application form will help us understand how your work, education and life experience has prepared you for the role of a UC Support Adviser with #TeamNP. To help support your application research what makes us tick here at Northumbria, the role you’re applying for and the values and behaviours that contribute.
The recruitment process will consist of the initial application form followed by an interview. Just so you know, you can save your application and come back to it any time prior to the closing date on the advert.
We are proud members of the Business Disability Forum, with whom we collaborate with to improve the lives of disabled employees. We are also a Disability Confident Employer, therefore if you demonstrate that you meet the minimum criteria for this role as stated in the advert, we will progress your application and offer you an interview.
If you tell us that you have a disability, we can make adjustments to support you through the recruitment process (for example we can arrange extra time for tests or provide a sign language interpreter) You can get in touch with us via careers@northumbria.police.uk for any support regarding the application process. Please provide us with plenty of notice so we can ensure your visit goes smoothly.
If your application is successful, we’ll ask you to complete a Recruitment Vetting (RV) form, therefore you must be a resident of the UK for a minimum period of 3 years to ensure vetting checks can be successfully performed. A job offer will be dependent upon vetting clearance and medical information.
Terms of appointment
This is a 9 month fixed term / secondment role subject to a six-month probationary period.
If you are successful in your application, you will have a 6month probation period with us where you will be unable to apply for any other post advertised internally or externally.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to
Disability Confident.
