At a Glance
- Tasks: Be the first point of contact for the public, handling emergency and non-emergency calls.
- Company: Join West Yorkshire Police and make a difference in your community.
- Benefits: Enjoy generous leave, a secure pension, and access to wellbeing services.
- Other info: Flexible shifts, career progression opportunities, and a supportive work environment.
- Why this job: Gain valuable experience while supporting victims and vulnerable callers in a meaningful role.
- Qualifications: Basic computer skills and good communication; GCSEs in Maths and English for under 19s.
The predicted salary is between 36203 - 39846 £ per year.
Contact Officer (Initial Contact) July 2026
Base salary: £27,204.00 (+20% shift allowance £5,440.80 + 13.45% weekend allowance £3,658.94 = Total £36,303.74 per annum)
Top Scale: £29,859.00 (+20% shift allowance £5,971.80 + 13.45% weekend allowance £4,016.03 = Total £39,846.83 per annum)
Location: Contact Management Centre, Operational Support, Laburnum Road, Wakefield and Dudley Hill, Bradford
- Role and Responsibilities
- Act as the first point of contact for members of the public contacting the police via emergency and non‑emergency channels.
- Handle a wide range of calls, from serious and high‑risk incidents to non‑urgent matters such as parking or anti‑social behaviour.
- Calmly support victims and vulnerable callers, providing reassurance, guidance, and clear advice.
- Ask the right questions to accurately assess risk, gather essential information, and prioritise incidents appropriately.
- Record, assess, and cross‑reference information using multiple IT systems to ensure accurate and timely policing responses.
- Make effective decisions under pressure in a fast‑paced and challenging operational environment.
- Maintain a professional, empathetic, and composed manner, especially when dealing with distressed or emotional callers.
- Communicate clearly and effectively, both verbally and through written incident logs.
- Work collaboratively with colleagues and operational teams to support an effective policing response.
- Work shifts and weekends (full time, 37 hours per week): 9‑ and 10‑hour shifts, 6 shifts, then 4 days off.
- Shift pattern: Full time – 2 early shifts, 2 late shifts, 2 night shifts, 4 days off.
Job share – 2 early shifts, 1 late shift, 10 days off, 1 late shift, 2 night shifts, 4 days off.
Expectations
The role requires completing a 16‑week apprenticeship training programme leading to a nationally recognised Level 3 qualification.
Training is divided into two 8‑week phases: classroom learning followed by practical deployment.
Candidates must demonstrate commitment, reliability, and participation in all learning, assessments and development activities before moving into a fully operational role.
Benefits
- Generous annual leave allowance – 25 days annual leave, rising to 30 days after five years of service (plus bank holidays).
- Secure defined‑benefit PAYE pension scheme (Career Average Revalued Earnings).
- Membership options for the Police Treatment Centre and The Police Children’s Charity (eligibility‑dependent).
- Access to staff savings, discounts and cashback rewards, including the Blue Light Card (eligibility‑dependent).
- Option to sign up for a Cycle to Work scheme (eligibility‑dependent).
- Access to a wide range of internal wellbeing services and support programmes.
- Employee assistance service.
- Staff events supporting continuous personal development.
- Supportive HR policies, including maternity, paternity and other family‑friendly provisions.
- A meaningful career with a clear sense of purpose supporting policing services that protect communities.
- Opportunities to join staff networks, wellbeing groups and sports clubs.
- Earn and Learn programme to complete a nationally recognised qualification at work.
- Ongoing mentoring and coaching schemes.
Essential Criteria
- Typing speed of minimum 28 words per minute.
- Basic knowledge of computer packages such as Microsoft Office.
- Ability to communicate clearly and effectively.
- Good command of English, both verbal and written.
- Ability to work under pressure and in a fast‑paced environment.
- For applicants aged 18 at the time of joining: must hold pass grades in both Maths and English at Level 2/GCSEs (grades 9–4 or A–C).
If lacking, the employer will support attainment of Level 2 Functional Skills during training.
- Applicants aged 19+ are not required to hold these qualifications.
- Additional Information
Job Share is accepted.
The post is suitable for career progression schemes; candidates will be appointed at the bottom scale point of the appropriate grade based on entry requirements.
Full progression may depend on qualification or assessment.
Shift enhancements and weekend allowances are based on the published Force pattern; deviations may mean different or no allowances.
Full details are in the staff terms and conditions.
West Yorkshire Police is committed to improving workforce diversity and welcomes applications from all protected characteristics as defined by the Equality Act 2010, including transferable skills and experience outside of Operational Support.
Applicants who have not resided in the UK for the last three years may be refused due to vetting constraints.
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