Contact Officer

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

Benefits offered by this job

25 days annual leave

Local Government Pension Scheme

Subsidised gym membership

Blue Light Card discounts

Group insurance scheme

Employee Assistance Programme

Job summary

The Devon and Cornwall Police invite applications for a Contact Officer in Plymouth and Exeter. You will be the first point of contact for the public, handling emergency and non-emergency calls with professionalism and empathy.

Working in a 37-hour week on a permanent, full-time basis, you will join the Contact Resolution Centres, support colleagues, and contribute to safeguarding communities while progressing through structured training and a 24/7 shift pattern.

Qualifications

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

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 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.

Job description

Contact Officer

Employing Force

Devon & Cornwall

Contract Type: Permanent

Department: D&C Contact and Resolution Command

Location: Plymouth, Crownhill, Police Headquarters, Exeter

Type of working arrangement: Static-Worker

Static-Worker has little or no opportunity to work remotely as they need to carry out their work at a specific force premises, this could be for a number of reasons including the location of equipment.

Grade: Grade 4

Advertised Internally / Externally: Internal and External Recruitment

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

Salary Information: The above salary is based on a full time (37 hour) salary. If you are successful in a part time role this will be pro-rata'd to reflect your working hours.

Please note: Exceptions to starting salary may apply if you are an existing Police Staff employee substantively posted to a role at the same grade.

Does Flexi-Time apply to this role? No

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

Shift Percentage: 20%

Shift Pattern / Rota: Additional allowance information For additional information on allowances please see our page

Part/Full Time: Full Time

Hours per week: 37

We welcome applications from individuals wishing to work on a part-time basis and are willing to consider flexible working patterns subject to business need.

Duration of Tenure Period: 24 months

Published role profile/ job description

Competency and Values Framework (CVF)

Level 1: click for details of the CVF level for this specific role.

Interviews will commence the week of 31 August 2026

Job Advert Description

Role Overview

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

• 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

• 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:

• Attendance at all training is mandatory.
• 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:

Salary and Allowances

• £27,204 during training.
• Up to £32,644 following successful completion of training, including a 20% shift allowance.
• Up to £2,500 additional weekend working allowance once working the shift pattern.
• Potential earnings of up to £38,330 after four years' service, including shift and weekend allowances.

Benefits

• Competitive salary with annual increments.
• 25 days annual leave, increasing to 30 days after five years' service.
• Local Government Pension Scheme.
• Subsidised gym membership.
• Blue Light Card discounts.
• Company sick pay.
• Free parking at many sites.
• Group insurance scheme.
• Employee Assistance Programme and wellbeing support.
• Ongoing development and training opportunities.

Recruitment Process

1. Online application.
2. Situational Judgement Test.
3. Virtual Assessment.
4. Further recruitment stages as advised during the process.

PLEASE NOTE:

The Situational Judgement Test and Virtual Assessment must be completed using a laptop or desktop computer. These assessments are not compatible with tablets, iPads, or mobile phones.

For recruitment enquiries, please contact:

IMPORTANT: PLEASE DO NOT CONTACT 101 REGARDING RECRUITMENT ENQUIRIES. RECRUITMENT QUERIES WILL NOT BE ANSWERED VIA 101.

Important Information

• Candidates must be aged 18 or over by the start date of employment.
• This is a full-time position.
• The shift pattern is fixed and cannot be adjusted. Applicants must ensure they can fully commit to working nights, weekends, bank holidays, and the required shift pattern before applying.
• Flexible working requests may be considered after appointment but cannot be guaranteed and will be subject to operational requirements.
• The role carries a minimum two-year tenure due to the significant investment in training. Successful candidates will not be eligible to apply for internal vacancies during the first two years of service.
• Training is delivered at Police Headquarters, Exeter, and attendance throughout all training periods is mandatory.
• Applicants should carefully consider the training commitments and shift requirements before submitting an application.

Closing Date: 28/10/2026, 12:00

For Further Information, Please Contact:

Hiring Line Manager
Natalie Henderson
Hiring Line Manager Position
CRC Recruitment Officer
Hiring Line Manager Phone Number
N/A
Hiring Line Manager Email Address
[e-mail]