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- Tasks: Handle emergency and non-emergency calls, making quick decisions to assist callers.
- Company: Join Humberside Police in a vital role within the Force Control Room.
- Benefits: Competitive salary with shift allowances, generous leave, and flexible working options.
- Other info: Opportunities for career progression and access to health and wellness resources.
- Why this job: Make a real difference by helping people in urgent situations every day.
- Qualifications: Strong communication skills and experience in customer service are essential.
The predicted salary is between 30000 - 33500 £ per year.
Department: Force Control Room
Scale: SC3/4
Salary: £22,622 – £25,353 (plus 20% shift and weekend working allowances increasing salary to approximately £30,000 – £33,500) pro rata if part time
Location: Melton
Hours: Full time (37 hours) and part time (18.5 hours)
Contract: Permanent
About the role
The Contact Officer is a critical position within the Force Control Room, acting as the first point of contact for all 999 emergency and 101 non-emergency calls. The role requires calmness under pressure, strong attention to detail and the ability to make split-second decisions based on information received from callers who may be injured, distressed or involved in an ongoing crime.
Responsibilities
- Receive, assess and prioritise emergency and non-emergency calls.
- Capture and process information accurately and efficiently.
- Communicate effectively with callers at all levels and in diverse, often challenging situations.
- Make rapid decisions and coordinate appropriate responses with other police agencies.
Qualifications
- Previous experience communicating effectively with people at all levels.
- Experience working in a customer‑orientated environment.
- Experience working in a secure/confidential environment is desirable.
Shift Pattern
Initial training will take place during office hours Monday to Friday. For full‑time officers the standard pattern is a 24‑hour ‘4 on / 4 off’ shift with a 20% shift allowance and weekend working allowances. Part‑time officers will work the ‘Tea Time’ shift as outlined in the Part Time Shift document, also including shift and weekend allowances.
Pay and Hours
Salary ranges from £22,622 to £25,353 for the base role, with additional allowances raising total earnings to approximately £30,000 – £33,500 when shift and weekend allowances are added.
Tenure and Progression
The role carries a two‑year tenure. During this period, officers will not be eligible to apply for any other vacancies advertised within Humberside Police. Potential progression exists to the position of Demand Resolution Officer (dispatcher).
Benefits
- Generous annual leave allowance
- Training and development opportunities
- Access to a range of occupational health facilities
- Employee assistance service (accessible 24/7)
- Flexible working where applicable
- Generous pension scheme
- Blue Light Discount
- Gym membership
- Cycle to Work Scheme
- Free on‑site car parking
Diversity and Equality
Humberside Police welcomes applications from underrepresented communities. For more information on positive action, visit the diversity page.
Contact Officer (Call Handler) employer: Civvy Street Magazine
Contact Detail:
Civvy Street Magazine Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Officer (Call Handler)
✨Tip Number 1
Practice your communication skills! As a Contact Officer, you'll need to handle calls from all sorts of people. Try role-playing with friends or family to get comfortable with different scenarios.
✨Tip Number 2
Stay calm under pressure. It’s crucial for this role. Consider mindfulness techniques or stress management strategies to help you keep your cool when the phone rings with an emergency.
✨Tip Number 3
Familiarise yourself with the types of calls you might receive. Research common emergency situations and practice how you would respond. This will help you feel more prepared and confident.
✨Tip Number 4
Don’t forget to apply through our website! We want to see your application, and it’s the best way to ensure it gets noticed. Plus, you’ll find all the info you need about the role there!
We think you need these skills to ace Contact Officer (Call Handler)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Contact Officer role. We want to see how you can handle those emergency calls and make quick decisions, so don’t hold back on showcasing relevant examples!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, especially in a role that requires effective communication. Use bullet points if needed to make your key achievements stand out!
Showcase Your Customer Service Skills: Since this role involves dealing with people in distressing situations, it’s crucial to demonstrate your experience in customer-oriented environments. Share specific instances where you’ve successfully communicated with diverse individuals or handled challenging situations.
Apply Through Our Website: We encourage you to submit your application through our website for a smoother process. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team!
How to prepare for a job interview at Civvy Street Magazine
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Contact Officer. Familiarise yourself with handling emergency and non-emergency calls, and think about how you would prioritise situations. This will help you demonstrate your knowledge and readiness for the role.
✨Stay Calm Under Pressure
Given the nature of the job, it's crucial to show that you can remain calm in stressful situations. Prepare examples from your past experiences where you successfully managed high-pressure scenarios. This will highlight your ability to make quick decisions and communicate effectively.
✨Practice Your Communication Skills
As a Contact Officer, you'll need to communicate clearly with callers from all walks of life. Practise active listening and responding to various types of callers. You might even want to role-play with a friend to simulate different scenarios you could encounter during the job.
✨Show Your Customer Service Experience
Highlight any previous experience in customer-oriented roles, especially in secure or confidential environments. Be ready to discuss how you've handled difficult customers or sensitive situations, as this will demonstrate your suitability for the role and your understanding of the importance of confidentiality.