Contact Officer

TipTopJob; Bournemouth; On-site; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Heavily subsidised gym membership

Blue Light Card discounts

Local government pension scheme

Free onsite parking

Job summary

Dorset Police is seeking a Contact Officer at Bournemouth HQ to receive 101/999 calls and online contacts from the public. You will ensure the right help is provided with empathy, remaining calm in demanding situations.

Initially working as a triage operator before your training, you will join a 37-hour week with a salary of £27,204–£29,859 per year and annual increments. Training dates and travel to Winfrith may occur.

Qualifications

• Frontline contact handling with empathy during 101/999 calls.
• Willing to complete Contact Officer training.
• Eligible via e-recruitment portal.
• Commitment to 37 hours per week and shift patterns.

Responsibilities

• Receive non-emergency and emergency calls and online contacts from the public.
• Ensure the most appropriate help and support is established.
• Utilise risk assessments to provide an efficient and reactive response.
• Act as first point of contact for the Dorset Police public and guide requests for service.

Skills

Empathy under pressure

Communication skills

Triage operations

Customer service

Job description

Location: Bournemouth Police Station

Salary : Starts at A GBP 27,204 rising by yearly increments to a maximum of A GBP 29,859 per annum

Vacancy Type: Permanent, Full Time (37hours per week)

Acting as the front line of policing as one of our Contact Officers at Bournemouth HQ you will be responsible for receiving non:emergency and emergency calls, and online contact from members of the public. Your role will be ensuring the most appropriate help and support is established, handling every call with empathy, whilst remaining calm when dealing with potentially sensitive and upsetting calls.

The focus of the Dorset Contact Management (DCM) is on making every contact count by getting it right first time and ensuring an efficient and effective customer journey as well as seeking to address the maximum number of service calls at the first point of contact within a 24 hour capability.

Prior to your Contact Officer training course (which you will be advised of once you have started in the role) you will be working as a triage operator to familiarise yourself with Contact Centre and the types of enquiries. The duration of your time on triage will vary depending when the next training course is due to start. Your salary and shift allowance will remain as above.

You will act as the first point of contact for members of the public using the 101 and 999 service, utilising risk assessments you will ensure that the most appropriate help and support is established, providing an efficient and reactive response to requests for service from the public.

Please note: Courses are scheduled to be held on the following dates and the course you will attend will be confirmed once in force. No annual leave will be granted during the training course dates.

• Jan 2027: 4th Jan to 12th March
• April 2027: 5th April to 11th June
• July 2027: 5th July to 10th September
• October 2027: 4th October to 10th December

Any leave booked prior to joining the force will be honoured, unless it falls within a training period. Whilst this role is based at Bournemouth, you may be required to travel to the Winfrith site for training.

Recruitment Timeline

You may wish to make a note of some key stages which sets out your journey to the Dorset Police family.

• Eligibility via our e:recruitment portal.
• Situational Judgement Test : You will have 7 days to complete once you have completed your eligibility.
• Virtual Assessment Centre : You will have 7 days to complete once you have passed the SJT.
• Final Interview and telephone assessment. You will receive a link to book an interview if you have passed the SJT and Virtual Assessment Centre.

This interview will be based on Competency Values Framework (CVF) Level 1.

If you are interested in both roles within Dorset Contact Management. Please only register for one, as you can confirm which role you would like to be progressed for if successful at interview.

What You Get If You Join Us

If you work for us, you will get access to:

• A competitive salary with yearly increments.
• Access to heavily subsidised gym membership that will provide you access to police site gyms throughout the counties.
• Access to the Blue Light Card Scheme for discounts and services (requires a one:off payment of A GBP 5).
• Company sick pay.
• Competitive local government pension scheme.
• Job related equipment, as required.
• Free onsite parking at many police sites throughout the counties.
• Access to Group insurance scheme (via salary sacrifice scheme).
• Support networks, free Employees Assistance Programme, Occupational Health and wellbeing services.
• Development and training opportunities.
• Supportive and flexible training plan, including regular check:ins throughout your initial period of joining us to ensure you are up to speed with the role and getting the support you need.

If you feel you are a suitable candidate and would like to work for Dorset Police, p