Post Title: Contact Centre Agent
Contract type: Permanent
Rank/Grade: B
Salary: Starting Salary £26,070 + £7,160 London Weighting
Directorate/department: Local Policing/JCCR
Vetting level required: RV CTC
(find out more here- https://assets.college.police.uk/s3fs-public/2024-12/Vetting-authorised-professional-practice.pdf?VersionId=lvkOlukt26I3eQsjhOpkPlXGcGIvI4LV / https://www.gov.uk/government/publications/vetting-explained-and-our-vetting-charter/vetting-explained)
Location: Bishopsgate/Hybrid
The City of London Corporation is currently undergoing a programme to ensure that our pay and reward practices are competitive and equitable across the whole organisation to ensure that everyone has the opportunity to thrive in the work that we do.
Who are we?
As City of London Police, we protect the people, businesses and infrastructure of the City of London, one of the most important and dynamic environments in the UK and globally. London City is the smallest borough in London, so does that make our job any less challenging? Absolutely not – because there’s so much going on.
City of London Police play a vital role in keeping the City of London diverse community safe. As a Police Staff Member you will be helping to making the city safer and deliver a valued service for those that live, work and visit the City.
Hybrid working -This Police Staff role adheres to Corporation of London’s hybrid working policy, which requires a 60% office attendance rate. The specifics of this will be discussed locally with your hiring manager if you’re successful for the role.
The City of London Police is keen to promote flexible working and will, subject to operational policing requirements, proactively consider all applications to work flexibly.
The City of London Police is committed to equality of opportunities and continuously strive for inclusivity within our Force.
About the team
Working in a team of 10 agents you will act as the first point of contact for over 20 services for the City of London. You will be part of the team who receive and manage calls on behalf of the Corporation.
About the role
You will be responsible for accurately documenting and resolving enquiries from members of the public. You will be required to work with relevant departments to ensure a positive experience and outcome for callers. You will be required to keep accurate and up to date records of all enquiries.
Responsibilities
In this role, you will be to provide:
· a high quality customer experience for callers to the City of London Contact Centre
· effective and positive handling of all calls and queries
· Accurate, high quality records in CRM and other systems
· a high rate of call resolution at first point of contact (i.e. resolve as many non-specialist queries as possible at first point of contact - targets will be set and measured)
Requirements
Your application will be scored against the criteria listed below for shortlisting. Please ensure that you reference your ability, knowledge and experience against these points in your application.
- Ability to deliver excellent customer services
- Ability to build relationships with departments across the Corporation
- Ability to keep timely and accurate call records
- Ability to communicate effectively on the phone and via email
This vacancy is open only to those who have the right to work in the UK. Due to security vetting requirements for this being RV/CTC , applicants must have continuously resided in the UK for the 3 years immediately preceding their application. Unfortunately, we are unable to progress applications that do not meet this requirement.
If you would like to discuss the role please contact: Hina.joshi@cityoflondon.police.uk
Selection Process
As part of the initial application process, you will be asked to evidence how your experience, skills, and knowledge align with the points listed above in the ‘Requirements Section.’
The application and interview will be tested under Level 1 of the College of Policing Competency and Values Framework.
Applicants who fail to address the skills/knowledge/experience of the job description will not be considered.
Use of Artificial Intelligence (AI) tools, such as ChatGPT and Copilot, is permitted to review and edit application responses for spelling, grammar, and clarity. However, all responses must accurately reflect your own skills, knowledge, and experience and must not be generated by AI or contain plagiarised content. Applications found to include plagiarism or AI-generated content will be withdrawn.
The closing date for applications is 5pm Wednesday 21st October 2026
Following shortlisting, successful candidates will be invited to attend a competency-based interview, anticipated to be held week commencing 26th October 2026
We strive to ensure all our information and services are accessible to and useable by everyone. If you would like to receive any information in a different way, would like us to do anything differently to help you apply for our roles, or have any other questions, please get in touch with HR via hrservices@cityoflondon.police.uk
Benefits:
A diverse workforce improves the service we provide to our public by making us more approachable and relevant within our communities. This is why it’s vitally important that we recruit people from a wide range of communities and backgrounds with an understanding of cultural issues and a wide range of skills. We therefore particularly encourage female and people from Black, Asian and other Minority Ethnic communities to join us.
The way we work is changing. With a few exceptions most roles will be able to accommodate part time, job share and flexible working patterns. We can also offer hybrid working patterns of home and office based shift patterns. Feel free to speak to us about any flexible working requirements.
The Force has a number of Staff Support Networks that can offer you support and advice. Applicants are very welcome to contact the networks directly if they need any support or ask any question before they apply. For further information on the networks and their contact details please visit:
- LGPS Pension Scheme -Local Government Pension Scheme explained - Which?
- Access to Blue Light Card scheme -Welcome to Blue Light Card
- Discounts within the Square Mile specifically for City of London Police employees
- Free access to our Force Gym (with dedicated time for female colleagues throughout the week), Personal Training Instructors with a range of specialisms, and a large variety of fitness and wellbeing programmes
- 25 days’ annual leave+ bank holidays, increasing up to 32 days with continuous service
- Season Ticket Loans
Contact Centre Agent employer: City of London Police
The City of London Police is an exceptional employer, offering a supportive and inclusive work environment that prioritises employee well-being and professional growth. With competitive salaries, flexible working arrangements, and access to various staff support networks, employees are empowered to thrive while contributing to the safety of one of the UK's most dynamic cities. The commitment to diversity and community engagement makes this role not just a job, but a meaningful opportunity to make a real difference.
