Contact Centre Operator

Wiltshire Police; Devizes; On-site; GBP 24,000 - 28,000; Full time

Benefits offered by this job

Excellent development opportunities

25 days annual leave plus bank/public%

Free On-Site Gym membership

Physical and mental well-being support

Generous Pension scheme

Job summary

Wiltshire Police is seeking a Contact Centre Operator to be the first point of contact for callers needing urgent police assistance. You will assess risk, ask the right questions and ensure help reaches the scene promptly.

The role requires resilience, the ability to stay calm under pressure, and clear communication with the public across multiple systems. A shift pattern including nights and weekends is expected.

Qualifications

• Demonstrate calmness under pressure when handling distressing calls.
• Communicate clearly, confidently and professionally with callers.
• Use sound judgement to make decisions with limited information.
• Show resilience in challenging or distressing situations.
• Work effectively as part of a busy team across multiple systems.

Responsibilities

• Be the first point of contact for 999, 101, online reports, or urgent police assistance.
• Assess risk, ask right questions and route to the correct help quickly.
• Handle reports of serious crime, missing people, domestic incidents, or emergencies.
• Maintain composure and professionalism during high-pressure situations.

Skills

Remain calm under pressure

Clear communication

Sound judgment

Resilience

Teamwork

Multi-system navigation

Education

English language proficiency (Level 2)

Job description

About Us At Wiltshire Police, we are dedicated to making our community a safer place for everyone. Our team is committed to upholding the highest standards of integrity, professionalism, and service. We believe in creating a supportive and inclusive environment where every member can thrive and make a meaningful impact. Whether you’re just starting your career or looking to advance, Wiltshire Police offers a range of opportunities to grow and develop. Join us, and be part of a team that values courage, compassion, and dedication to public service. Help us to keep Wiltshire safe.

At Wiltshire Police, we are dedicated to making our community a safer place for everyone. Our team is committed to upholding the highest standards of integrity, professionalism, and service. We believe in creating a supportive and inclusive environment where every member can thrive and make a meaningful impact. Whether you’re just starting your career or looking to advance, Wiltshire Police offers a range of opportunities to grow and develop. Join us, and be part of a team that values courage, compassion, and dedication to public service. Help us to keep Wiltshire safe. Wiltshire has lots of layers - prehistoric stones, wartime bunkers, secret trails and hidden churches. But behind all of that, keeping our community safe across the years are generations of quiet police work. Some of it heroic, some of it worrying, but all of it real. We’re proud to be an Equal Opportunity employer, and we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone. If there are any adjustments we could make to the recruitment and selection process to support you, please let us know Could You Stay Calm When Someone Else's World Is Falling Apart? As a Contact Centre Operator, you'll be the first point of contact for people calling 999, 101, reporting incidents online, or needing urgent police assistance. Every contact is different. Some are straightforward. Others involve people who are frightened, distressed, vulnerable, injured, or facing some of the most difficult moments of their lives. This is not a typical customer service role. You'll need to listen carefully, ask the right questions, assess risk, make decisions under pressure, and ensure the right help gets to the right place as quickly as possible. You may deal with reports of serious crime, missing people, domestic abuse, sudden deaths, major incidents and emergencies.

We're Looking For People Who Can

• Remain calm under pressure.
• Communicate clearly, confidently and professionally.
• Use sound judgement and make decisions based on the information available.
• Show resilience when dealing with challenging or distressing situations.
• Work effectively as part of a busy team.
• Navigate multiple computer systems while speaking with callers.

This Role Could Be Right For You If

• You genuinely want to help people.
• You can manage difficult conversations and challenging circumstances.
• You understand that policing is a 24/7 service and are prepared to work shifts, including nights, weekends and public holidays.
• You can stay focused when demand is high and priorities change quickly.

Skills, Experience And Qualifications Required

To be successful in this role, you will need to demonstrate:

• Competence in using a computer and the ability to work confidently across multiple systems while handling enquiries.
• Strong English language skills (Level 2 qualification or equivalent experience).
• Experience communicating directly with customers, service users, patients, clients or members of the public, including handling telephone calls, gathering information and providing support, advice or assistance within a customer service, contact centre, retail, hospitality, healthcare, emergency services or similar environment.

Assessment and Interview Process

As part of the recruitment process, all applicants will be asked to complete a Behaviour-Based Assessment (BBA). The assessment takes around 35-40 minutes and helps us understand how you may approach situations in the workplace.

Guaranteed Interview Scheme

Applicants who have opted into the Guaranteed Interview Scheme and meet the minimum criteria for the role will be invited to interview and will not be sifted out based on the Behaviour-Based Assessment. Wiltshire Police is a Disability Confident Leader and is committed to guaranteeing an interview to disabled applicants who meet the minimum criteria for the role. All candidates will receive a feedback report highlighting their strengths and development areas. If you require any reasonable adjustments to complete the assessment, please let us know and we’ll be happy to support you. Once the assessment has been completed, eligible candidates will be invited to interview.

What We Offer

• Excellent development opportunities
• 25 days annual leave plus bank holidays, rising to 30 days
• Free On-Site Gym membership
• Physical and mental well-being support
• Generous Pension scheme

Please note, all roles will be subject to a vetting procedure, some roles due to the nature of their work, will require additional security clearance. Depending on the number of applications received, we reserve the right to close this role early.

We are proud of being a truly inclusive organisation who provides fair and equal consideration to all of our applicants. We encourage and welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, sexual orientation, religions or beliefs and of neuro divergence.