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Contact Management Centre Officer - HC581590


Contact Management Centre Officer – Hampshire Constabulary


Location: Southampton 


CMC Operator 20% shift allowance: The starting salary for the role is £30,679.34 rising to £31,213.03 on successful completion of a probationary period (this is inclusive of shift allowance and weekend working allowance). *(The first 5 weeks training for this role is paid without allowances at a rate of £24,156).

 CMC Operator 14% shift allowance: The starting salary for the role is £29,229.98 rising to £29,738.47 on successful completion of a probationary period (this is inclusive of shift allowance and weekend working allowance). *(The first 5 weeks training for this role is paid without allowances at a rate of £24,156).

Shift allowance amount depends on assigned shift pattern.

Contract: Full Time & Permanent - Please note you will only be able to apply for flexible working after 26 weeks of concurrent employment


Policing is a career like no other. Our police officers, police staff and volunteers show courage, teamwork and compassion on a daily basis to make a real difference to people’s lives in the communities they serve. 

We look for all kinds of skills, because we know it takes all kinds of people to protect the public. Problem solving, compassion, resilience, respect, courage and teamwork. These are the qualities we are looking for, and if you think you might have the skills to serve why not apply? 



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. 


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.



Salary and Other Benefits


In addition to a highly rewarding career and a competitive salary circa £26,000 per annum including a 14% shift allowance and weekend enhancements, 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.


You will also have the opportunity to be part of a large organisation with all the potential opportunity for development and progression that can bring. Many police officers start off life in other operational police roles, which can provide vital experience that gives them an edge over other applicants.

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.  


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.


For more information on this role please click on the following link - Contact Management Centre Officer


Role Specific Training and Support 

Within Hampshire 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. 28 word per minute) and have good IT literacy.

Competencies and Personal Qualities


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 emotionally aware Level 1

We take ownership Level 1

We are Collaborative Level 1

We deliver, support and inspire Level 1

We analyse critically Level 1

We are innovative and open-minded Level 1


Candidate Guidance for Completing Application Forms

If you’ve got the skills and qualities we are looking for as a Contact Management Centre Officer, please follow the online application link to apply. 


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. 


As well as Contact Handler roles we are often advertising for a range of police officer and staff roles. More about this is available by searching “Hampshire Police careers” online, or visiting our YouTube recruitment channel.


Thank you for your interest, and if you have any queries please get in touch with the Police Recruitment team on 01962 846438 or email:

Please note that the email address you supply when submitting an application will be used for contact throughout the full lifecycle of that vacancy. You will not be able to amend your contact details. You should therefore ensure that you choose an appropriately accessible email address, being mindful that the process may take several months for some roles.


Hampshire 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.


The Equality Act 2010 allows us to promote equality within Hampshire 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:


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.

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