AddressOur Contact Management Centre Officers are the front line of policing and are responsible for receiving emergency and non-emergency calls from members of the public. You will need to apply an investigative mind-set to;
- Complete detailed crime reports ensuring all lines of enquiry are considered;
- Submit detailed intelligence reports;
- Assess risk;
- Handle a wide variety of enquiries including online and email based contact;
- Ensuring the public receives the required help and support, whilst handling potentially sensitive and upsetting matters with empathy and a calm attitude.
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About the Role
Acting as the front line of policing as one of our Contact Management Centre Officers, you will be responsible for receiving emergency and non-emergency calls from members of the public.
You will need to apply an investigative mind-set to complete detailed crime reports ensuring all lines of enquiry are considered, submit detailed intelligence reports, assess risk and handle a wide variety of enquiries including online and email based contact.
Your role will be ensuring the most appropriate help and support is established, ensuring you handle every contact with empathy, whilst remaining calm when dealing with potentially sensitive and upsetting matters in a fast paced environment.
Salary
The starting total salary for this role is between circa £31,000 and £33,000. This is made up of a basic salary of £24,921 and shift and weekend allowances ranging from 14% to 20%, depending on the shifts worked.
On completion of initial training and becoming an independent Call Handler (expected to be at around the 12-week point), the total salary for this role will increase to between circa £35,000 and £37,000. This is made up of a basic salary of £27,789 and shift and weekend allowances ranging from 14% to 20%, depending on the shifts worked.
Please note that the working hours for the first 5 weeks of training are Monday – Friday, 09:00 – 17:00. As such, these weeks are paid without any allowances.
Training
Please note that the training for this role (approximately 12 weeks) will take place at either Southampton Central Police Station or Police Support Headquarters in Netley. Any additional travel costs during this time will be reimbursed. After training, the role will be based full-time at Portsmouth.
Please note that the working hours for the first 5 weeks of training are Monday - Friday, 09:00 - 17:00. As such, these weeks are paid without any allowances.
About You
Your excellent customer service and problem solving skills could be just what we need. More often than not you will be speaking to people in situations where they really need your help. You therefore must be able to stay calm and professional at all times, effectively receiving and recording information accurately to ensure the correct police resource are deployed to members of the public.
Working for Hampshire & Isle of Wight Benefits
In addition to a highly rewarding career and a competitive salary, our benefits are extensive and include:
- An attractive contributory pension scheme
- Childcare Voucher and Cycle to Work schemes.
- Access to Hampshire Police Leisure and Sport (providing a range of family and sporting activities).
- Gym facilities at a number of our buildings.
- Elite Training
- Employee wellbeing programmes
Working Hours
The public need our help every minute of every day. You will be working as part of team that responds to them 24/7, 365 days per year. This means you will need to be able to join colleagues in working overnight shifts and weekends (including bank holidays). You’ll receive extra allowance payments for these shifts, and they will be scheduled well in advance so that you can plan properly.
The standard shift pattern worked is 6 days on and 4 days off on a rotating 20-week pattern. Shifts are generally 10hrs with a 1hr meal break. Example hours are 0700-1700, 1200-2200, 1700-0300 and 2200-0700 although you may work any variation of any 10hr shift depending on our demand.
Part-Time /Flexible shifts may be available, however please note that you will need to initially be available on a full-time basis for 12 weeks to complete the initial training.
Role Specific Training and Support
Within Hampshire and Isle of Wight Constabulary you will receive first class training and support:
We’ll provide you with structured job training, personalised tutoring and all the encouragement and support you need to perform in role and complete our comprehensive Apprenticeship Training Programme
On successful completion of the apprenticeship training, you will receive a nationally recognised certificate in contact handling, as well as receiving a pay increase
Please note, if you are an experienced emergency service Contact Handler, you will still be offered the same supportive training but will not be required to complete the apprenticeship programme.
Essential Application Criteria
- Roles are subject to meeting eligibility criteria and satisfactory vetting clearance.
- If you have been interviewed and were unsuccessful for a Contact Management Centre role you must wait three months prior before re-applying.
- Applicants need to be aged 18 on appointment, not for the recruitment process.
- Education: There are no essential requirements but it is desirable that candidates are educated to QCF Level 2 in English and Maths. It is also desirable, but not essential, that people have a typing or keyboard qualification (RSA or equivalent) or an IT qualification such as ITQ/ECDL/CLAIT.
Experience and skills:
We are looking for people with customer service skills, who are able to type at a good speed (min. 24 word per minute) and have good IT literacy.
Applicants for ‘Contact Handler Transferee’ should note that we will only accept those with recent experience of an emergency service contact handling environment where the applicant has been required to regularly interact with individuals of all ages and from diverse backgrounds.
At interview we will assess against the following Competencies and Personal Qualities. Reading the below links will assist you in your application.
We are also advertising a Police Controller role which is also within Contact Management and goes through the same recruitment process as this role. Please do not apply for both the Police Controller and Contact Management Centre officer role, just apply for one of these two roles.
Hampshire and Isle of Wight Constabulary is an inclusive employer and strives to have a workforce representative of the communities we police and serve. We recognise that we are not fully representative and are working to address this imbalance through a variety of initiatives.
Hampshire & Isle of Wight Constabulary is an equal opportunities employer that positively promotes flexible working, enabling officers and staff to achieve a healthy work-life balance whilst meeting operational requirements of the constabulary. We actively encourage applications to be made on a full time, part time or flexible working basis.
The Equality Act 2010 allows us to promote equality within Hampshire and Isle of Wight Constabulary by adopting Positive Action to support people from under-represented groups. Our aim is to recruit talented people with a diverse range of skills and experience and welcome applications from all sections of the community. Our Positive Action team are available to provide support through the application and assessment process by contacting: positive.action@hampshire.pnn.police.uk
The Disability Confident campaign aims to remove barriers, increase understanding and ensure that people have opportunities to fulfil their potential and realise their aspirations. We will accommodate requests for reasonable adjustments where possible throughout our recruitment and promotions processes and encourage anyone requiring reasonable adjustments to disclose this at the earliest opportunity.
Job Types: Full-time, Permanent
Salary: £31,000.00-£37,000.00 per year
Benefits:
- Canteen
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site gym
- On-site parking
Schedule:
- 10 hour shift
- 12 hour shift
- 8 hour shift
- Day shift
- Monday to Friday
- Night shift
- Overtime
- Weekend availability
Work Location: In person
Reference ID: CMC
