Contact Management Centre Officer – Hampshire and Isle of Wight Constabulary

Location: Southampton

Closing Date: Sunday 30th June 2024 at 23:59.

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

There are two shift patterns available for this role; the standard pattern with shifts spanning 0700-0700 (attracting a 20% shift allowance) and a “no full nights” pattern with shifts spanning 0700-0130 (attracting a 14% shift allowance). If you are invited to interview for this role, you will be asked which shift pattern you would prefer.

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.

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.

Please find an informative video on the role here.

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.

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.

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.

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.

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

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.

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. To apply, please complete the application form and attach your CV (please note that there is no requirement for you to complete the ‘Education History’ and ‘Employment History’ sections of the application form as long as these two areas are detailed in your CV).

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 02380 451611 or email: [email protected]