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- Tasks: Be the first point of contact for the public, handling non-emergency calls and assessing situations.
- Company: Join Dorset Police and make a difference in your community.
- Benefits: Competitive pay, 12-month contract with potential extension, and supportive team environment.
- Why this job: Gain valuable experience in a high-pressure role while helping those in need.
- Qualifications: Strong communication skills, emotional resilience, and ability to work under pressure.
- Other info: Dynamic work environment with opportunities for personal growth and development.
The predicted salary is between 11 - 17 £ per hour.
Location: Winfrith or Bournemouth
Contract: 12 month contract with likely extension
Hours: 37 hours per week (Monday-Friday)
Pay Rate: £14.91 PAYE per hour / £19.61 LTD per hour (including shift allowance)
About the Role:
As a Call Handler, you are the first point of contact for members of the public contacting Dorset Police via the 101 non-emergency service.
You will assess risk, vulnerability, and urgency in real time, ensuring that each contact is accurately triaged, recorded, and routed in line with Force policy and National Call Handling Standards. This is a high-pressure role where poor judgement has real consequences.
Key Responsibilities:
- Handle non-emergency contacts via 101 telephony, online reports, email, and digital platforms
- Conduct dynamic THRIVE LITE risk assessments, identifying threat, harm, risk, and vulnerability
- Accurately record incidents using Force Command & Control systems
- Determine the appropriate response pathway using Force Triage guidance
- Forward intelligence and messages to officers and departments using call-handling logs
- Manage callers who may be distressed, angry, intoxicated, vulnerable, or in crisis
- Maintain performance against call-answering and quality targets
- Complete administrative tasks using Microsoft Office and Force-specific systems
- Work collaboratively with colleagues, supervisors, officers, and partner agencies
Essential skills and experience:
- Clear, calm, and controlled verbal communication, including with distressed, angry, or vulnerable callers
- Strong questioning and listening skills to accurately identify risk, vulnerability, and caller needs
- Sound decision-making under pressure, using judgement within set procedures and guidance
- Proven emotional resilience when exposed to conflict, distressing information, or challenging behaviour
- Ability to prioritise competing demands while maintaining accuracy and compliance
- Accurate and timely recording of information on multiple IT systems while handling live calls
- Minimum typing speed of 30 words per minute with a high level of accuracy
- Confident use of Microsoft Office applications, particularly Outlook
- Effective team working, including accepting supervision, feedback, and performance monitoring
- Eligible for Recruitment Vetting / NPPV2 and able to complete a pre-employment health questionnaire
Apply Now
Call Handler in Bournemouth employer: Service Care Solutions
Contact Detail:
Service Care Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Handler in Bournemouth
✨Tip Number 1
Get to know the role inside out! Familiarise yourself with the key responsibilities and essential skills listed in the job description. This way, when you get that interview, you can confidently discuss how your experience aligns with what they're looking for.
✨Tip Number 2
Practice your communication skills! As a Call Handler, you'll need to stay calm under pressure and handle distressed callers. Try role-playing scenarios with friends or family to sharpen your verbal communication and decision-making skills.
✨Tip Number 3
Network like a pro! Reach out to current or former employees of Dorset Police on LinkedIn. They can provide insider tips on the application process and what it’s really like to work as a Call Handler.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we’re here to support you every step of the way, so don’t hesitate to reach out if you have questions!
We think you need these skills to ace Call Handler in Bournemouth
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills match the Call Handler role. Use keywords from the job description to show we’re on the same page!
Showcase Your Communication Skills: Since this role involves handling calls from distressed or angry individuals, it’s crucial to demonstrate your clear and calm communication style in your written application. Share examples that reflect your ability to manage tough conversations.
Highlight Your Decision-Making Ability: We want to see how you handle pressure! Include instances where you’ve made sound decisions quickly, especially in challenging situations. This will show us you can thrive in a high-pressure environment.
Keep It Professional Yet Personal: While we love a friendly tone, remember to keep your application professional. Let your personality shine through, but ensure it aligns with the serious nature of the role. And don’t forget to apply through our website!
How to prepare for a job interview at Service Care Solutions
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Call Handler role. Familiarise yourself with the key responsibilities and essential skills listed in the job description. This will help you tailor your answers to show how your experience aligns with what they’re looking for.
✨Practice Calm Communication
Since you'll be dealing with distressed or angry callers, practice maintaining a calm and controlled tone during your responses. You might want to role-play with a friend or family member to simulate challenging scenarios. This will help you demonstrate your verbal communication skills effectively.
✨Showcase Your Decision-Making Skills
Prepare examples from your past experiences where you had to make quick decisions under pressure. Highlight how you assessed situations and made judgements that led to positive outcomes. This will show that you can handle the high-pressure environment of a Call Handler.
✨Familiarise Yourself with THRIVE LITE
Understanding the THRIVE LITE risk assessment framework is crucial for this role. Do some research on it and be ready to discuss how you would apply it in real-life scenarios. This knowledge will set you apart and demonstrate your commitment to the role.
