Contact Management Centre Officer - HC620515

Shared Services Partnership; Southampton; On-site; GBP 26,000 - 39,000; Full time

Job summary

Join a forward-thinking organization as a Contact Management Centre Officer, where you will play a crucial role in supporting the public by handling emergency and non-emergency calls. This position offers a dynamic work environment with a structured training program, ensuring you are well-prepared to assist the community effectively. With generous benefits, including a competitive pension scheme and career progression opportunities, this role is perfect for those looking to make a difference in public service. Embrace a rewarding career that values diversity and inclusivity, providing you with the support and flexibility to thrive.

Benefits

Competitive pension scheme

Generous annual leave

Discounts via Hampshire Police Leisure & Sports

Wellbeing support

Gym facilities

Career progression and development opportunities

Qualifications

• Good customer service and communication skills are essential.
• IT proficiency is required for handling calls and reports.

Responsibilities

• Handle emergency 999 and non-emergency 101 calls with empathy.
• Complete detailed crime reports and risk assessments.

Skills

Customer Service Skills

Communication Skills

IT Skills

Education

QCF Level 2 in Maths and English

Job description

Contact Management Centre Officer – Hampshire and Isle of Wight Constabulary

Location

Southampton

Contract

Full-time and permanent. On successful appointment, you can request flexible working after training, but approval is not guaranteed. Full-time shifts are required during approximately 13 weeks of training.

Salary

The starting salary is £35,000, comprising a basic salary of £26,000 plus 20% shift and weekend allowances. After training and becoming an independent Call Handler (~12 weeks), the basic salary increases to £29,109, with a total of £39,000.

Closing Date

Wednesday 21st May 2025 at 23:59. Earliest start date is January 2026, but not guaranteed.

About the role

As a Contact Management Centre Officer, you will handle emergency 999 and non-emergency 101 calls, complete detailed crime reports, risk assess calls, create incidents for deployment, handle inquiries, and support the public with empathy and calmness.

The shift pattern is 6 days on, 4 days off, on a rotating 20-week cycle, averaging 37 hours/week, with shifts typically 10 hours long.

Benefits

• Competitive pension scheme
• Generous annual leave
• Discounts via Hampshire Police Leisure & Sports and Blue Light Card
• Wellbeing support
• Gym facilities
• Career progression and development opportunities

Qualifications and skills

No mandatory education requirements, but QCF Level 2 or higher in Maths and English is desirable. Candidates should have good customer service, communication, and IT skills. Must be 18 or older, with satisfactory pre-employment checks.

Training and support

Initial 6-week classroom training, followed by live call support for up to 6 shifts. The Emergency Services Call Handling Apprenticeship is available, lasting 13-18 months, with a nationally recognized certificate upon completion.

Application process

No specific education requirements, but competency-based questions are essential, using the STAR technique. Applications are submitted online, with guidance provided in the application process.

Next steps

Applications reviewed post-closing date. Successful candidates attend online awareness sessions and in-person assessment centers on specified dates in June 2025.

Additional info

For informal discussions, contact police.recruitmenthampshire.police.uk or call 023 8045 1611. Ensure your email is accessible, as it will be used for contact throughout the process.

Hampshire and Isle of Wight Constabulary values diversity and promotes inclusive employment practices, including flexible working and support for under-represented groups and those requiring reasonable adjustments.