Contact Officer

Ad Warrior Ltd; Merley; On-site; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Gym membership

Blue Light Card

Sick pay

Equipment provision

Free onsite parking

Insurance scheme

EAP

Wellbeing services

Training opportunities

Supportive training plan

Job summary

Dorset Police in Bournemouth is seeking a Contact Officer to be the front line for public safety, handling non-emergency and emergency calls with empathy and calm.

You will start as a triage operator while training is arranged, progressing to a full Contact Officer role within a 24-hour capability and with annual salary increases.

The position is based at Bournemouth with potential travel to Winfrith for training; salary starts at £27,204 and rises to £29,859 per annum.

Qualifications

• Front line policing role handling non-emergency and emergency calls.
• Ability to remain empathetic and calm during sensitive or upsetting calls.
• Initial triage operator duties to familiarise with Contact Centre processes.

Responsibilities

• Receive calls via 101 and 999 and online contact from the public.
• Use risk assessments to determine the most appropriate help and support.
• Support Dorset Contact Management with efficient customer journeys and response times.

Job description

Salary: Starts at £27,204 rising by yearly increments to a maximum of £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 to apply 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 tele 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 £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, 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.