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- Tasks: Become the first point of contact for emergencies, providing vital support and information.
- Company: Join Northumbria Police, a leading force dedicated to community safety and support.
- Benefits: Enjoy 26 days leave, flexible hours, and access to discounts and healthcare perks.
- Why this job: Make a real difference in people's lives while earning and learning in a supportive environment.
- Qualifications: Level 2 English and Maths required; excellent communication skills are essential.
- Other info: Attend information events to learn more about the role and application process.
Join to apply for the Emergency Contact Handler Apprenticeship 2026 role at Northumbria Police
Join to apply for the Emergency Contact Handler Apprenticeship 2026 role at Northumbria Police
This range is provided by Northumbria Police. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Direct message the job poster from Northumbria Police
Location: Ponteland or South Shields (Please note, we are unable to guarantee which of the two locations you will be based at)
This role will be moving to Cobalt in 2027.
Hours/Shift Pattern –
22 hours, click here to view the shift pattern.
30 hours, click here to view the shift pattern.
Salary: Band 6
22 hours – £17,487 – £18,836 (Plus you will be entitled shift and enhanced allowance, making potential earnings £22,096 – £23,800)
30 hours – £23,636 – £25,459 (Plus you will be entitled shift and enhanced allowance, making potential earnings £30,217 – £32,547)
The role:
Here at Northumbria Police, we think our region is amazing! It takes a great deal of people from different backgrounds, with diverse skills and experience to serve our force area effectively, think you have what it takes to help us make a difference? This could be the perfect time for you to join us in our Communications Department as an Emergency Contact Handler.
Do you want to be the voice that can help in someone’s time of need? As the first point of call, we rely on your ability to stay calm, focused, and professional in your response. Then why not join us? There really hasn’t been a better time to kick start your career with us in our fast-paced, customer-focused Communications Centre.
You’ll have the opportunity to earn while you learn whilst playing a critical role in our ability to respond to emergencies. You will receive structured on and off the job training, personalised tutoring and all the encouragement and support you need through our comprehensive Emergency Contact Handler Apprenticeship programme. This will result in you being able to appropriately respond to incoming calls and evaluate the urgency of an incident in what could be a life critical situation. On successful completion of the apprenticeship programme, you will be confirmed in post and receive a nationally recognised certificate in emergency contact handling.
What you’ll do:
Working towards a level 3 apprenticeship you will be trained as an Emergency Contact Handler; you will perform one of the most rewarding roles in the force and one which is key to inspiring confidence in the community.
You will gather information from callers by using your excellent communication skills, recording key messages whilst maintaining a professional manner. You will be trained to accurately input data into various police IT systems and gather information from force databases to support our frontline police officers. Using your experience, training, and judgement you will assess vulnerability and provide a high quality of service, ensuring the needs of victims and customers are at the heart of what we do. Calls will include 999 emergency, 101 non-emergency, and contact made our digital platforms.
Successful candidates will work a range of day, late and night shifts as per the documented patterns, if you’re interested in discussing flexibility around hours, then please discuss at interview.
Sound interesting? For further information, and to support your application, please visit our ECH application guide and the job description.
Want to learn more about the apprenticeship and what it would be like to be a contact handler with us?
We are opening our doors and inviting you to join us for one of our information events. The session will include an overview of the role, a tour of the Contact Centre and the opportunity for you to ask any questions you might have.
We will be offering these at the following dates/times and locations:
Online – Microsoft Teams
Tuesday 22nd July 2025, 18:00 – 19:00
South Shields Millbank Station
Tuesday 29th July 2025, 11:00 – 12:00
Ponteland Communications Centre
Thursday 7th August 2025, 11:00 – 12:00
Pre-booking is required, you can book your slot here.
Once you have booked, further details and instructions will be sent at least 24 hours before.
What you’ll bring:
Qualifications:
To join as a Emergency Contact Handler with Northumbria Police, applicants must have:
- Level 2 English (a GCSE or iGCSE at grade C (level 4) or above, Functional Skills Level 2, Key Skills Level 2 (Communication and / or Literacy) or Adult Literacy Plus
- For under 19\’s, you will also need Level 2 Maths (GCSE or iGCSE at grade C (level 4) or above, Functional Skills Level 2, Key Skills Level 2 or Adult Numeracy Plus.
Skills and Experience:
- Excellent communication and listening skills.
- Excellent interpersonal skills with the ability to build rapport quickly.
- A passion for problem-solving.
- The ability to assess and understand key information.
- Confidence to multitask, recording information accurately with attention to detail.
- IT competence across a range of applications.
We know it\’s important for you to feel that you\’re not only part of a great team, but part of a community. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.
Harnessing these differences creates a productive environment in which everyone feels valued, and their talents are fully utilised. Appointments are based on merit alone.
Interested to learn more?
For further information about the role please contact the Communications Resource Planning Manager at CommunicationsResourcePlanningManager@northumbria.police.uk
For information about the apprenticeship please contact our Apprenticeship team at apprenticeshipsandbursaries@northumbria.police.uk
What we offer
- 26 days’ leave (increasing to 30 days for 5 years+ service) plus 8 bank holidays
- NHS Fleet Solutions Car Lease Scheme
- Enhanced maternity, shared parental and adoption leave
- Fantastic market-leading public sector pension scheme with up to 16% employer contribution
- Corporate travel schemes – local rail, bus services and metro discounts
- Access to private healthcare and eye test vouchers
- Discounts on shopping and eating out thanks to the Blue Light Card and Blue Light Tickets
- We’ve invested in extensive paid sick leave, trained mental health first aiders on-site, an employee advice service for the times you need that additional support.
- Access to gyms in some stations
- Sports & Social Club – join our thriving sports scene at Team NP and enjoy further exclusive discounts on days out and travel
- Cycle to work scheme
Just so you know:
You must be 18 or older to apply for this role.
Our application form will help us understand how your work, education and life experience has prepared you for the role of an Emergency Contact Handler with #TeamNP.
To help support your application research what makes us tick here at Northumbria, the role you’re applying for and the values and behaviours that contribute. If you haven\’t already, we recommend viewing our ECH application guide and visiting our website.
Our organisation is ranked 80th in the Top 100 Apprenticeship Employers for 2025 – To learn more about an apprenticeship at Northumbria Police, please click here
These vacancies are for course starting January 2026. Initial classroom phase training will take 8 weeks followed by 6 weeks of mentoring and you must be available to attend the full training programme.
The recruitment process will consist of the initial application form followed by a face-to-face interview. Interviews will take place between 4th September – 19th September 2025. Just so you know, you can save your application and come back to it any time prior to the closing date on the advert.
If your application is successful, we’ll ask you to complete a Recruitment Vetting (RV) form, therefore you must be a resident of the UK for a minimum period of 3 years to ensure vetting checks can be successfully performed. A job offer will be dependent upon vetting clearance, 5 years’ worth of references and medical information.
Terms of appointment
This is a permanent role subject to a 24-month commitment to post.
Continued employment is dependent upon completing both the training course and CHAMPS phase without taking annual leave in this 14-week period. Failure at this stage will lead to the termination of your employment. Due to the length of the mandatory training course and CHAMPS, you are subject to a probation period.
Due to the investment in training and development required to perform this role, during the first 24 months in post, you will not be eligible to apply for any other vacancies advertised by Northumbria Police, either internally or externally.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
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Emergency Contact Handler Apprenticeship 2026 employer: Northumbria Police
Contact Detail:
Northumbria Police Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Emergency Contact Handler Apprenticeship 2026
✨Tip Number 1
Familiarise yourself with the role of an Emergency Contact Handler by attending the information events hosted by Northumbria Police. This will give you valuable insights into the job and allow you to ask questions directly to current staff.
✨Tip Number 2
Practice your communication skills in various scenarios, especially under pressure. Role-playing emergency situations with friends or family can help you develop the calmness and professionalism needed for this role.
✨Tip Number 3
Research Northumbria Police's values and behaviours to understand what they prioritise in their team members. Aligning your responses during the interview with these values can significantly boost your chances of impressing the interviewers.
✨Tip Number 4
Be prepared to discuss your problem-solving abilities and provide examples from your past experiences. Highlighting how you've successfully handled challenging situations will demonstrate your suitability for the fast-paced environment of the Communications Centre.
We think you need these skills to ace Emergency Contact Handler Apprenticeship 2026
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of an Emergency Contact Handler. Review the job description carefully and think about how your skills align with the requirements.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that match the job description. Emphasise your communication skills, problem-solving abilities, and any previous customer service experience.
Craft a Strong Cover Letter: Write a compelling cover letter that explains why you want to work for Northumbria Police and how you can contribute to their team. Use specific examples from your past experiences to demonstrate your suitability for the role.
Prepare for the Interview: If selected for an interview, prepare by researching common interview questions for emergency contact roles. Think about scenarios where you've demonstrated calmness under pressure and effective communication.
How to prepare for a job interview at Northumbria Police
✨Research Northumbria Police
Before your interview, take some time to learn about Northumbria Police, their values, and the role of an Emergency Contact Handler. Understanding their mission and how you can contribute will show your genuine interest in the position.
✨Demonstrate Communication Skills
As an Emergency Contact Handler, excellent communication is key. During the interview, practice clear and concise responses. You might even want to prepare examples of how you've effectively communicated in past situations.
✨Showcase Problem-Solving Abilities
Be ready to discuss scenarios where you've had to think on your feet or solve problems under pressure. This role requires quick thinking, so sharing relevant experiences will highlight your suitability for the job.
✨Ask Thoughtful Questions
At the end of the interview, don’t hesitate to ask questions about the training programme or the team you'll be working with. This shows your enthusiasm for the role and helps you gauge if it's the right fit for you.
