At a Glance
- Tasks: Answer 999 and 101 calls, dispatch police, and provide vital support to the community.
- Company: Join North Wales Police and be part of a dedicated team keeping the region safe.
- Benefits: Flexible shift patterns, comprehensive training, and a chance to make a real difference.
- Other info: Attend discovery sessions to learn more about this unique role and application process.
- Why this job: Experience a rewarding career where no two days are the same and you can truly help others.
- Qualifications: NVQ level 3 or equivalent, good communication skills, and calm under pressure.
The predicted salary is between 30000 - 40000 £ per year.
Our Force Control room based in St Asaph is where our Communications Operators answer 999 calls and non‑emergency 101 calls, as well as sending police officers to incidents across North Wales.
Our operators are hard at work 24 hours a day, 7 days a week, 365 days a year keeping North Wales safe.
The role of a North Wales Police Communications Operator is one of the most rewarding and varied roles you are ever likely to have.
This career offers an opportunity to play a pivotal role in the force and join a unique profession where you can really make a difference and take a great sense of pride in doing so.
No two days are the same for our Communication Operators, one minute you could be taking the details of a missing person and the next you could be sending officers to reports of a robbery in progress.
Initial investigation – you will be trained to ask initial questions to establish the risk/severity and to determine any lines of enquiry or investigation such as evidence or forensic opportunities.
You will manage expectations of the reporting person by providing crime reduction advice and reassurance.
Partners – you will work with other emergency services and partner agencies, supporting the work they do and arranging for police involvement where this is needed.
Advice – many of the non‑emergency calls received are resolved by our communication operators.
This could be through offering advice or signposting members of the public to more appropriate agencies when the matter is not dealt with by the police.
With each contact you will be managing expectations, advising what the police can and cannot do.
Recording intelligence – from information given by our communities you’ll be identifying and recording information to share with other parts of the organisation, to inform our future policing operations.
Service delivery – you will be part of a professional team who deliver a good service by being focused and alert to deal with whatever the next call could bring and by dealing with sometimes constant calls to a professional standard.
Shift Patterns
You will be part of a shift rota, pre‑planned for 32 weeks in advance if you are a full‑time worker and pre‑planned 64 weeks in advance if you are a part‑time worker, providing you with ample time to pre‑plan your calendar to fit in your personal life alongside your profession.
The core shift pattern is 4 on, 4 off (10, 11 and 12 hour shifts, 2 days followed by 2 nights).
- Example shift pattern
- 5 – Rest Day
- 6 – Rest Day
- 7 – Rest Day
- 8 – Rest Day
Times and shifts will vary.
For the first 6 weeks within the role, you will undertake full‑time training from Monday to Friday in either St Asaph or Force HQ in Colwyn Bay, to ensure you are fully confident in undertaking this unique position.
As you will not be working shifts or weekends during this training period you will not attract shift and weekend working payments.
Requirements
- You have an NVQ level 3 or equivalent qualification, in Communication/Business/Customer related field, or an equivalent amount of proven relevant experience.
- You can type around 25–30 wpm.
- You have good communication skills together with the ability to work well in a team environment or on your own initiative.
- You are computer literate to an intermediate level together with Windows systems and/or relevant experience.
- You have the ability to evidence problem‑solving skills.
- You have the ability to remain calm in stressful situations.
- You have good geographical knowledge of North Wales.
- North Wales Police are a bilingual organisation and for this role, you will need to demonstrate a minimum of level 3 Welsh skills.
You can find out more by visiting our Welsh Language Resources Page.
Discovery Sessions
Throughout this campaign you are invited to register for one of our pre‑application discovery sessions where you will have the opportunity to learn about the role, application process and training.
- Thursday 16th July 6pm – 7pm
- Tuesday 28th July 6pm – 7pm
Please register your attendance on the links above. We look forward to meeting you.
This vacancy is to fill various intakes in 2027.
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Communications Operator employer: North Wales Police
North Wales Police is an excellent employer, offering a supportive work culture that values diversity and equal opportunities. Employees in the Joint Firearms Unit benefit from professional growth through training and development initiatives, while contributing to the safety and security of the community in the vibrant location of Bridgend.
StudySmarter Expert Advice🤫
We think this is how you could land Communications Operator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at North Wales Police. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like North Wales Police before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Communications Operator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to North Wales Police:Your cover letter is your chance to shine! Tell us why you want to work at North Wales Police specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at North Wales Police!
How to prepare for a job interview at North Wales Police
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
