Contact Resolution Officer - 999 Call Handler in Liverpool

Contact Resolution Officer – 999 Call Handler

Join Merseyside Police as a Contact Resolution Officer – the first point of contact for emergency and non‑emergency calls. You will obtain accurate information from callers, provide reassurance, and enable our Police Officers to effectively deal with incidents.

Grade C salary ranges from £27 204 to £29 589 (pro rata for part‑time). Variable shift patterns are available; shift allowance applies after full‑time training. Working hours: full‑time and part‑time shifts (including nights, weekends and public holidays) – see supporting documents for details.

Responsibilities

You will:

• Handle 999 and 101 calls, record accurate data and assess caller needs.
• Provide reassurance and information to callers, resolving issues or escalating to officers.
• Remain calm and professional under high pressure.
• Cooperate with the wider police service to keep communities safe.

Requirements

• Strong communication and interpersonal skills.
• Ability to remain calm in high‑pressure situations.
• Empathy and ability to provide reassurance.
• Computer skills and accurate data entry.
• Flexibility to work various shifts, including nights, weekends and public holidays.

Benefits

• 25 days annual leave (pro‑rated).
• Family‑friendly policies.
• Local government pension scheme.
• Additional discounts and networks.

Recruitment Process

1. Online application and supporting evidence – screened against eligibility criteria.
2. Shortlisting – short evidence queries.
3. Scenario‑based assessment – call‑handling scenarios at Merseyside Police premises.
4. Conditional offer and pre‑employment checks (references, medical checks, vetting).

Diversity, Equality and Inclusion

Merseyside Police values a diverse workforce and welcomes applications from women and black & ethnic minority candidates. We provide support and guidance throughout the application process and can arrange reasonable adjustments.