National Enquiry Point Operator

Job summary

The National Enquiry Point (NEP) is the first point of contact for members of the public, partner organisations and law enforcement agencies contacting COPFS. As an NEP Operator, you will play a vital role in delivering clear, compassionate and professional support to people seeking information and guidance at what can often be a difficult and emotional time.

You will be key in delivering clear, compassionate and accurate information – often to individuals in vulnerable or distressing situations.

Job description

Supporting Service Users and Stakeholders

• Respond to enquiries from the public, partner agencies and internal colleagues via telephone, email and digital channels.
• Deliver a professional, responsive and empathetic service to a diverse range of callers, including victims, witnesses, accused persons, legal professionals and police.
• Actively listen, provide empathetic support, and offer clear procedural guidance to vulnerable individuals.
• Communicate effectively with colleagues across all levels of COPFS.

Information Handling & Case Updates

• Access internal case management systems to locate and relay relevant case information.
• Accurately update case management systems after each call to maintain up-to-date records.
• Refer to internal contact data sheets to ensure enquiries are directed to the correct department or staff member.
• Use training (including suicide awareness) and sound judgement to manage challenging calls and escalate appropriately.

Consistency & Quality Standards

• Learn and apply knowledge of COPFS policies and procedures to support stakeholders and ensure a consistently high-quality service.
• Conduct security checks to verify caller identity before sharing sensitive information.
• Assess distressed callers during conversations and escalate to management if a welfare check may be required.

Teamwork & Collaboration

• Participate in monthly team briefings to review performance, share achievements, and engage in focused training.
• Manage shared mailboxes on a rotational basis, responding to written enquiries in a timely and professional manner.

Please note these are not exhaustive lists and other duties may be required as appropriate to the role.

Due to the nature of the role, you will regularly engage with people who may be upset, distressed or experiencing challenging circumstances. On occasion, this may include conversations involving expressions of self-harm or concerns for an individual's immediate welfare.

Person specification

Applicants who have training or experience in working within a team that handles high call volumes and management of multiple communication channels such as phone and e-mail would be beneficial.

Benefits

Alongside your salary of £27,164, Crown Office and Procurator Fiscal Service contributes £7,869 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

We offer an excellent range of benefits which include:

• 25 days paid holiday + 11.5 public and privilege holidays (rising to 30 days paid holiday after 2 years).
• Generous Civil Service Pension employer contribution, on average over 28.97% of your pay
• Flexible working hours and family friendly approach to work.
• Cycle to Work Scheme and Season Ticket Loans.
• Employee Wellbeing Support with Mental Health First Aiders and access to an Employee Assistance Programme.
• £3,000 allowance is paid in addition to the base salary and is applied on a pro‑rata basis.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

If you would be interested to learn more about this role, please see the attached application pack for further job details, salary information and assessment guidance.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

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