Contact Management Centre Officer - HC619564

Contact Management Centre Officer – Hampshire and Isle of Wight Constabulary

Location: Southampton

Contract: Full-time and permanent. On successful appointment into this role, you will be able to submit a flexible working request to start after the training period. However, there is no guarantee that your request will be approved (in these cases, we will endeavour to find a solution which works for all parties). Please note that you will be required to work the full-time standard shifts during the training period which will be approximately 12 weeks.

Salary: The starting total salary for this role is £35,000. This is made up of a basic salary of £26,106  and shift and weekend allowances of 20%. On completion of initial training and becoming an independent Call Handler (expected to be at around the 12-week point), the basic salary for this role will increase to £29,109, giving a total salary of £39,000.

Closing Date: Sunday 12th January 2025 at 23:59.

Please note that if your application is successful, the earliest you will start in role is August / September 2025, however, we cannot guarantee an August / September start date.

About the role

As a Contact Management Centre Officer, you will be on the front line of policing and responsible for receiving emergency 999 and non-emergency 101 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;
• Risk assess each call and decide on the best course of action;
• Create incidents for deployment by the Police Control Room;
• Handle a wide variety of enquiries from telephone and online contact; and
• Ensure the public receives the required help and support, whilst handling sensitive and upsetting matters with empathy and a calm attitude.

The standard shift pattern for this role is 6 days on and 4 days off on a rotating 20 week pattern (averaging at 37 hours per week). Shifts are generally 10 hours long with a 1-hour meal break and example hours are; 0700-1700, 1200-2200, 1700-0300 and 2200-0700. However, you may work any variation of a 10 hour shift depending on our demand and resource levels.

Please click this link to view the full role profile: Contact Management Centre Officer

Benefits of working for Hampshire and Isle of Wight Constabulary

In addition to the competitive salary and highly rewarding career, our benefits include, but are not limited to;

• Competitive pension scheme;
• Generous annual leave allowance;
• Retail, food and leisure discounts through Hampshire Police Leisure & Sports and Blue Light Card;
• Excellent wellbeing support;
• Gym facilities at a number of our buildings; and
• Fantastic career progression including development and secondment opportunities.

What does it take to work in Contact Management?

To succeed in this role, it is important that you have the following qualities;

• Able to remain calm and level-headed in high pressurised situations;
• Confident making difficult decisions;
• Able to manage multiple demands;
• Able to communicate clearly; and
• Resilience.

Role specific training and support

Our roles are pivotal in helping us to achieve our Force Priorities of Relentlessly Pursuing Criminals, Putting Victims First and Delivering Exceptional Local Policing. Your training course will therefore be fast-paced and is designed to equip you with the knowledge and skills needed to excel in your role.

• The initial 5-week training period is classroom based and will include inputs on our computer systems and theory-based topics. This phase will be completed Monday to Friday, 0900-1700, so no shift allowances will be paid.
• You will then progress to a tutoring phase, taking live calls with the support of a dedicated tutor for up to 6 sets of shifts.

The Emergency Services Call Handling Apprenticeship is an additional benefit of the role and is open to all new starters who do not have prior experience of working in an emergency call handling environment. The Apprenticeship will be completed during work time and will take approximately 13-18 months to complete. On successful completion, you will receive a nationally recognised certificate in Contact Handling.

Application criteria

There are no essential education requirements for this role but it is desirable that candidates are educated to QCF Level 2 or higher in Maths and English.

Candidates should have good customer service, communication and typing/IT skills.

You must be 18 years or older to apply for this role and appointment will be subject to satisfactory clearance of pre-employment checks.

If you have previously been unsuccessful for a role within Contact Management, you must wait 3 months before reapplying.

HOW TO APPLY

Please follow the online application link to apply. You will be required to enter personal details, complete our screening questions, and provide examples of when you have displayed the below competencies. Your answers to these competencies will be used to shortlist applications and reading the below links will assist you in completing your application.

We are emotionally aware Level 1
We analyse critically Level 1

Candidate guidance for completing an application form

Next steps in the recruitment process

After the closing date, all applications will be reviewed and shortlisted using the answers to the above competencies. If you are successful at shortlisting, you will be required to;

1. Attend an online awareness session on either Tuesday 4th February 2025 at 17:30pm or Wednesday 5th February 2025 at 12:30pm. The Recruitment Team will send you further information if you are successful at the application shortlisting stage.
2. Attend an in-person assessment centre on either Monday 17th February 2025, Tuesday 18th February 2025, Wednesday 19th February 2025, Wednesday 26th February 2025, Thursday 27th February 2025, or Saturday 1st March 2025. The Recruitment Team will send you further information after you have attended an awareness session.

If you would like to have an informal discussion about this role, please contact the Recruitment Team on police.recruitment@hampshire.police.uk or 023 8045 1611.