At a Glance
- Tasks: Be the first point of contact for the public and police, handling emergency and non-emergency calls.
- Company: Join Surrey Police, dedicated to keeping communities safe and feeling secure.
- Benefits: Competitive salary, generous leave, flexible working, and great training opportunities.
- Other info: Supportive environment with diverse teams and excellent career progression.
- Why this job: Make a real difference in people's lives during their most challenging moments.
- Qualifications: Strong communication skills and a calm, empathetic approach are essential.
The predicted salary is between 29000 - 39000 £ per year.
Contact Centre Officers serve as a vital front‑line point of contact between the public and the police, responding to reports of incidents and crime from across Surrey. The force's mission is for people to be safe and feel safe. One moment you may be dealing with a victim of a burglary, the next you could be recording intelligence being offered by the community about a drug dealer, before then taking a call about a serious road traffic accident.
This role requires strong communication and inter‑personal skills to handle a wide range of calls, including emergency and non‑emergency situations, with professionalism and composure. The Contact Centre Officer role demands a combination of interpersonal, technical, and organisational skills. Officers play a critical role in providing essential services during emergencies and require the ability to remain calm, empathetic, and methodical in challenging situations.
The ideal candidate should be adaptable, a strong communicator, and committed to maintaining the highest standards of professionalism and service.
Probation and Tenure: Please be advised the probationary period for this role is 18 months and progress assessments take place at regular intervals during this period. The role of Contact Centre Officer is tenured for 24 months, meaning that you will not be able to start a new position within Force during this time. You may however be able to apply for roles with longer recruitment time frames e.g. Police Constable.
Diversity Statement: We are only as good as our people. It’s really important that our officers and staff can be themselves in the workplace and we know that as an organisation we’ll grow from the variety of thinking, approach and skills that diversity brings; all of which help us to deliver a better policing service. We strive to ensure how we deliver our services, provide information and how we recruit is open and accessible to all. We have multiple staff support groups who help to improve our understanding of minority issues and ensure they are reflected in our work.
Communication Skills: The ability to communicate clearly and empathetically is essential, especially when delivering difficult messages or dealing with individuals in distress. Officers must convey information effectively and confidently, including managing expectations, and remain calm under pressure when handling emotionally charged interactions.
Resilience and Support: The role is extremely rewarding but also comes with some challenges. We strongly encourage you to view the attached documents carefully so that you are fully informed about the role and some of the challenges that people find in this area of policing. For example, during your shift you will be taking calls from members of the public who are distressed, angry, abusive and emotional or experiencing a mental health crisis - probably contacting Surrey Police for the very first time in their hour of need. We ask you to think carefully about how this might impact on your well being and especially how you will cope in and following these types of calls. There is plenty of support available but if you, your family or people you are close to have ever experienced suicide, domestic and sexual abuse, fear for loss of life or trauma (especially regarding children) - please do seriously consider how this will impact on you.
Empathy and Initiative: Good people skills are essential. Demonstrating appropriate levels of empathy and understanding towards callers is crucial. Officers should provide reassurance and support even when immediate assistance cannot be dispatched. The ideal candidate should be organised, independent, and able to multi‑task and work with minimal supervision when required. They must be able to work and make good decisions under pressure.
IT Competency: Typing skills, including the ability to type at a minimum of 30 words‑per‑minute and navigate computer systems efficiently, are crucial. Information must be recorded accurately. It is essential that candidates are conversant with Microsoft Windows 10, including use of the Microsoft Office suite of packages. Being able to adapt to and learn other new IT systems is also key, as the job involves using multiple unique software systems.
Shift Flexibility: If shift work is new to you, please take some time to research the challenges carefully and thoroughly this presents to all shift workers and the affect this can have on relationships, health and domestic arrangements. Think about talking the practicalities and realities of shift work through with those closest to you.
Skills & Experience: While not considered critical, having a background in customer service or people‑facing roles, and experience talking on the phone are qualities beneficial for the position. The ideal candidate should be able to work with people from all walks of life and have the ability to engage in conversations politely and effectively. Being able to relate to those from different backgrounds and communities is an essential part of the role.
Education: There are no essential requirements, but it is desirable that candidates are educated to QCF Level 2 in English and Maths. It’s also desirable, but not essential, that applicants have a typing or keyboard qualification (RSA or equivalent) or an IT qualification such as ITQ/ECDL/CLAIT.
Application Requirements: You must be 18 years or over on the day you submit your application – there is no upper age limit. You must have lived in the UK for three continuous years immediately prior to application. You must have leave to enter or leave to remain and work in the UK. You must have a minimum of 2 years on your visa at the time of appointment. Not be a current or previous member of a proscribed terrorist organisation or group. Not have served a prison sentence. Not applied for the role previously within the last 6 months.
Please note this vacancy is for Surrey Police and based at our Police Headquarters in Guildford. Sussex Police recruit for the same role based at their Headquarters in Lewes.
Benefits: Starting salary of £34,850 (this is the salary for working a range of shifts across the 24hr period on weekdays and weekends, with a shift allowance of £6,478 built in). 180 hours annual leave, rising to 216 hours depending on your length of service. Progressive approach to flexible working, enhanced maternity and paternity leave and potential for a career break (after two years' service). Great training and development opportunities that support future career progression. Opportunity to join various support networks, staff associations and sports clubs. Access to discounts / savings / cash‑back rewards including the Blue Light Card which provides its members with access to more than 15,000 discounts from large national retailers to local businesses across categories such as holidays, cars, days out, fashion gifts, insurance, phones and many more. Access to private healthcare schemes, which attract preferential rates, including a year’s free membership for new members (subject to terms and conditions).
The role is based at our Headquarters site which is on the outskirts of Guildford, in Artington (approx. 1.5 mile outside of Guildford Town Centre), own transport is desirable as public transport is not readily available around shift times. You’ll need to be able to work shifts, including nights, weekends and bank holidays.
Expression of Interest - 999 Emergency Call Taker in Guildford employer: Surrey Police
Surrey Police is an exceptional employer, offering a rewarding role as a Contact Centre Officer where you can make a real difference in the community. With a strong commitment to employee well-being, the organisation provides extensive training and development opportunities, flexible working arrangements, and access to various support networks. Located in Guildford, the force fosters a diverse and inclusive work culture, ensuring that all staff can thrive while serving the public with professionalism and empathy.
StudySmarter Expert Advice🤫
We think this is how you could land Expression of Interest - 999 Emergency Call Taker in Guildford
✨Tip Number 1
Get to know the role inside out! Familiarise yourself with the key responsibilities of a Contact Centre Officer. This way, when you get that interview, you can show off your understanding and passion for helping the community.
✨Tip Number 2
Practice your communication skills! Since this role is all about interacting with people in various situations, try role-playing with friends or family. It’ll help you stay calm and composed when faced with tough calls.
✨Tip Number 3
Show your empathy! Think about how you would want to be treated if you were in a distressing situation. Share examples from your past experiences where you’ve helped someone in need during your interviews.
✨Tip Number 4
Apply through our website! We want to see your application, so make sure you submit it directly on our site. It’s the best way to ensure your interest is noted and you’re considered for this vital role.
We think you need these skills to ace Expression of Interest - 999 Emergency Call Taker in Guildford
Some tips for your application 🫡
Be Yourself:When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to share your experiences and what makes you passionate about helping others.
Tailor Your Application:Make sure to customise your application to highlight how your skills match the role. Use examples from your past experiences that show off your communication and interpersonal skills, especially in challenging situations.
Show Empathy and Understanding:Since this role involves dealing with people in distress, it’s crucial to demonstrate your ability to empathise. Share any relevant experiences where you've had to support someone or handle a sensitive situation with care.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It’s the best way to ensure your application gets to us quickly and efficiently, so don’t miss out on this opportunity!
How to prepare for a job interview at Surrey Police
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Contact Centre Officer. Familiarise yourself with the types of calls you might handle and the skills required, such as communication and empathy. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Practice Your Communication Skills
Since this role requires strong communication skills, practice responding to various scenarios you might encounter. You could role-play with a friend or family member, simulating calls from distressed individuals. This will help you articulate your thoughts clearly and calmly under pressure, which is crucial for the job.
✨Showcase Your Resilience
Be prepared to discuss how you've handled challenging situations in the past. Think of examples where you remained calm and composed under pressure, especially when dealing with difficult callers. Highlighting your resilience will reassure the interviewers that you can manage the emotional demands of the role.
✨Demonstrate IT Competency
Since you'll be using various IT systems, brush up on your typing skills and familiarity with Microsoft Office. During the interview, mention any relevant experience you have with technology and how quickly you can adapt to new systems. This will show that you're ready to hit the ground running.
