Call Management Support Team Assistant

SOUTH WALES POLICE; Bridgend; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Guaranteed Interview Scheme

Job summary

The Public Service Centre at South Wales Police Headquarters in Bridgend is hiring a Call Management Support Team Assistant. You will be part of an Emergency Control Room quality assuring 999 and 101 contacts and incidents, contributing to safeguarding and service quality across the Force.

You will review calls, provide feedback, and support learning while ensuring data protection and confidentiality. The role is full-time with 37 hours weekly.

Qualifications

• Experience in call handling and incident creation within policing or emergency services.
• Ability to assess risk, safeguarding needs and vulnerability in callers.
• Strong attention to detail and accuracy in records.
• Clear written and verbal communication for feedback and reporting.
• Good organisational skills and prioritisation under pressure.
• Familiarity with data protection and information security principles.

Responsibilities

• Reviewing and quality assuring calls, digital contacts and incident records.
• Assessing accuracy, quality and consistency of call handling and incident creation.
• Identifying good practice and opportunities for improvement and learning.
• Providing constructive feedback to support team development.
• Supporting supervisors by highlighting trends and recurring concerns.
• Maintaining THRIVE assessment, safeguarding, and vulnerability identification standards.
• Contributing to continuous improvement in service to victims and the public.
• Maintaining confidentiality and handling sensitive information appropriately.

Skills

Call handling

Incident creation

Risk assessment

Vulnerability & safeguarding

Attention to detail

Communication skills

Data protection & confidentiality

Education

Tools

Niche

Control Works

Job description

Level of Welsh language ability required? 2

Shortlisting Date 20 November 2026

Interview Date 27 November 2026

Closing Date

13/11/2026, 15:00

Job Advert Description

Advert

Job Title: Call Management Support Team Assistant (CMST)

Area: Public Service Centre, Operational Support Services

Based at: Police Headquarters, Bridgend

Scale: SC4/5

Salary £27,204 to £32,613 per annum

Duration: Permanent

Hours: 37 hours

Working Pattern: 7 days a week including Public Holidays and Critical Dates working 0700-0000.

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The Public Service Centre (PSC) is the heart of South Wales Police’s operational response, serving as the Force Control Room and the first point of contact for the public. As a critical frontline function, the PSC manages all incoming emergency and non-emergency calls, providing an essential service that helps safeguard communities across South Wales. Aligned to the Chief Constable’s Delivery Plan, the PSC plays a key role in delivering a first-class service to the public and supporting the Force’s commitment to improving trust and confidence in policing.

South Wales Police brings together thousands of people with the same aim – to keep South Wales safe. We want to be the best at understanding and responding to our community’s needs. To do this we need the very best candidates from a wide range of backgrounds to apply to become part of our policing family. We are looking for someone to #JoinUs as a Call Management Support Team Officer (CMST) at Police Headquarters, Bridgend. Could you be who we are looking for?

About the team/Department you will be joining:

A vacancy has arisen for a Call Management Support Officer (CMST) in the Joint Public Service Centre, at Police Headquarters, Bridgend. This is a unique and exciting opportunity to work in an Emergency Control Room quality assuring 999 emergency and 101 non-emergency calls and the subsequent incidents created along with digital contacts from the public.

About the role and your key responsibilities:

The role is full-time and based at the Public Service Centre, South Wales Police Headquarters. The role includes:

• Reviewing and quality assuring calls, digital contacts and associated incident records.
• Assessing the accuracy, quality and consistency of call handling and incident creation.
• Identifying good practice, areas for improvement and opportunities for organisational learning.
• Providing constructive feedback to support individual and team development.
• Supporting supervisors and managers by highlighting emerging themes, trends and recurring areas of concern.
• Helping maintain high standards in areas such as THRIVE assessment, safeguarding, vulnerability identification and accurate recording.
• Contributing to continuous improvement in the service provided to victims, callers and the wider public.
• Supporting a positive learning culture by recognising excellent performance as well as identifying development needs.
• Maintaining confidentiality and handling sensitive information appropriately

What skills and experience do we need you to bring to the role:

The skills and experience required are outlined in the Role Profile and will need to be evidenced in your application. Skills include:

• An excellent understanding of call handling, incident creation, risk assessment, vulnerability and safeguarding within a policing environment.
• Excellent attention to detail and the ability to identify inaccuracies, omissions and areas of good practice.
• Sound judgement and the ability to assess information objectively and consistently.
• Strong written and verbal communication skills, with the confidence to provide clear, professional and constructive feedback.
• Strong organisational skills and the ability to manage competing priorities effectively.
• Confidence using Niche and Control Works.
• An ability to work both independently and collaboratively as part of a wider operational team.
• A professional, fair and supportive approach when reviewing the work of colleagues.
• An understanding of the importance of data protection, confidentiality and information security.
• A commitment to continuous improvement and delivering a high-quality service to the public.

The successful candidate must be willing to undergo vetting to RV level

Please note, if you are subject to an ongoing PSD investigation, you appointment or placement in the role may be delayed pending an outcome. Whether the role is held open will be considered on a case-by-case basis

Please Note - Medical Checks - Applicants will be invited to complete a medical questionnaire which may be discussed to identify any issues which may prevent appointment because of a risk to the applicant or anyone using the service of South Wales Police. In addition, a hearing test will be completed for the purpose of health surveillance.

As an equal opportunities’ employer, we welcome applications from all suitably qualified persons. However, as Black, Asian and Minority Ethnic candidates are currently underrepresented within the Force, we would particularly welcome applications from ethnically diverse candidates.

To support the ambition of a diverse workforce, South Wales Place is able to offer a Guaranteed Interview Scheme (GIS). The GIS is available for people living with a disability or identify as ethnically diverse.

If you are an applicant who is living with a disability or from an ethnically diverse background (Black, Asian and Minority Ethnic) and would like to be considered under the GIS, you must meet the essential minimum criteria for the role as outlined in the advert and role profile. You should take time to evidence that you meet each of the essential criteria in your application form and/or personal statement and CV.

We embrace diversity and welcome applications from everyone.