Contact Officer

Devon and Cornwall Police; Devon and Torbay; On-site; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Annual leave 25 days

Onsite parking

Government pension

Gym membership discounts

Blue Light Card

Job summary

Devon and Cornwall Police is recruiting Contact Officers for the Contact Resolution Centres in Plymouth and Exeter. You will be the first point of contact for the public, handling emergency and non-emergency calls with accuracy, empathy and professionalism.

The role requires 37 hours per week with a flexible 24/7 shift pattern, including nights and weekends. Training is provided, and the salary starts at £27,204 rising to £29,859 per annum plus excellent benefits and pension.

Qualifications

• Strong verbal and written communication skills.
• Ability to remain calm and professional in challenging situations.
• Ability to multitask and make decisions under pressure.
• Empathy, resilience, and emotional intelligence.
• Commitment to teamwork, inclusion, and public service.

Responsibilities

• Answer emergency and non-emergency calls from the public.
• Accurately gather, assess, and record information from callers.
• Provide reassurance, support and professional advice where appropriate.
• Identify risks and prioritise incidents effectively.
• Work closely with operational colleagues to ensure appropriate response.

Skills

Communication skills

Calm under pressure

Multitasking

Resilience

Public service

Teamwork

Flexible working

Age 18+

IT/keyboard skills

Tools

IT skills

Job description

Salary: £27,204 rising to £29,859 per annum + Excellent Benefits including Government Pension

Location: Plymouth Crownhill and Police Headquarters Exeter

Hours per week: This role is 37 hours per week. However, we welcome applications from individuals wishing to work on a part‑time basis and we are willing to consider flexible working patterns subject to business need.

20% Shift Allowance and Weekend Working Payment (claimable once necessary training has been completed and the full shift pattern is being worked)

About the role:

Are you calm under pressure, customer-focused, and passionate about helping people? We are looking for friendly, resilient individuals to join our Contact Resolution Centres in Plymouth and Exeter as Contact Officers.

As a Contact Officer, you will be the first point of contact for members of the public, handling both emergency and non‑emergency calls. You will gather vital information quickly and accurately, providing a professional, empathetic, and reassuring service to those who may be experiencing challenging or distressing situations.

No two calls are the same, making this a varied and rewarding role where you will make a genuine difference to the communities we serve.

What We Are Looking For

We are seeking individuals who:

• Are confident communicators with excellent customer service skills.
• Remain calm and professional in challenging situations.
• Can multitask and make decisions under pressure.
• Demonstrate resilience and emotional maturity.
• Are committed to delivering an excellent service to the public.
• Can work effectively within a team and independently when required.
• Are flexible and able to work a 24/7 shift pattern, including nights, weekends, and some bank holidays.
• Will be aged 18 or over by the start date of employment.

Main Responsibilities

As a Contact Officer, you will:

• Answer emergency and non‑emergency telephone calls from members of the public.
• Accurately gather, assess, and record information from callers.
• Provide reassurance, support, and professional advice where appropriate.
• Identify risks and prioritise incidents effectively.
• Work closely with operational colleagues to ensure the appropriate response is provided.
• Maintain high standards of accuracy and professionalism when handling sensitive information.
• Deliver excellent customer service while managing multiple demands in a fast‑paced environment.

Skills We Are Looking For

Successful candidates will demonstrate:

• Strong verbal and written communication skills.
• Excellent listening and questioning abilities.
• Good keyboard and IT skills.
• The ability to remain composed during difficult conversations.
• Strong organisational and time management skills.
• Attention to detail and the ability to accurately record information.
• Problem‑solving and decision‑making skills.
• Empathy, resilience, and emotional intelligence.
• A commitment to teamwork, inclusion, and public service.

Training Courses

Comprehensive training and support are provided to help you succeed in the role. Please note that the training programme is assessed throughout and is a pass or fail course. Successful completion is required to progress into the operational role.

Initial Training

• 7‑week classroom‑based training programme.
• Monday to Friday, 9:00am to 4:00pm.
• Delivered at Police Headquarters, Exeter.

Operational Training

• Supported operational training within the Contact Centre environment.

Further Training

• Additional 2‑week classroom‑based course delivered at Police Headquarters, Exeter.

Planned Training Dates:

October 2026 Intake

• Initial Training: 5 October 2026 to 27 November 2026
• Further Training: 11 January 2027 to 22 January 2027

January 2027 Intake

• Initial Training: 4 January 2027 to 5 March 2027
• Further Training: 12 April 2027 to 23 April 2027

PLEASE NOTE:

• No annual leave can be taken during training periods.
• Candidates must be willing to travel to Exeter regardless of posting location.
• For candidates living more than 30 miles from Exeter, a pool car, hire car, or accommodation may be available.

What you get if you join us:

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

• A competitive salary with yearly increments.
• 25 days a year leave entitlement, with an increase to 30 days after 5 years continuous employment, plus bank holidays (pro‑ratio for part time employees).
• 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 £5).
• Company sick pay.
• 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