Contact Resolution Officer - 999 Call Handler

Merseyside Police; Liverpool City Region; On-site; GBP 26,000 - 29,000; Full time

Job summary

Join a dynamic and rewarding role as a Contact Resolution Officer, where you will be the first point of contact for emergency calls. This position offers the chance to make a real difference in your community by supporting individuals in crisis and ensuring their needs are met. With comprehensive training and a supportive environment, you will develop your skills while working for one of the best-performing police forces in the country. The role requires excellent communication and empathy, as you navigate various situations to provide reassurance and assistance. If you're ready to take on this challenging yet fulfilling opportunity, we encourage you to apply and become part of a team dedicated to community safety.

Benefits

25 days annual leave (pro-rated)

Family friendly policies

Local government pension scheme

Access to discount schemes

Skill development training

Qualifications

• Strong communication and interpersonal skills are essential.
• Ability to remain calm in high-pressure situations is crucial.
• Computer skills for accurate data input are required.

Responsibilities

• Act as the first point of contact for emergency and non-emergency calls.
• Obtain accurate information from callers and provide reassurance.
• Support police officers in effectively dealing with incidents.

Skills

Communication Skills

Interpersonal Skills

Calmness Under Pressure

Empathy

Computer Skills

Job description

Contact Resolution Officer - 999 Call Handler

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Contact Resolution Officer - 999 Call Handler

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Contact Resolution Officer

Grade C £26,106 - £28,653 (pro rata for part time hours)

Variable Shift patterns.

Shift allowance applicable to shift pattern one completion of full-time training

Location: Bridle Road, Bootle

Find your calling.. Would you excel in an opportunity to help protect our Merseyside Communities?

Being a 999 and 101 Contact Resolution Officer can be challenging and no two days are the same. Whether its taking a report of a missing person, a burglary, an incident, or supporting someone in crisis, our Contact Resolution Officers (who you may know as 999 Call Handlers) play a vital role in our organisation, where we strive to keep our communities safe, identifying and protecting the most vulnerable, preventing crime and pursuing offenders.

The role of a Contact Resolution Officer

About the Role: As a Contact Resolution Officer, you will be the first point of contact for emergency and non-emergency calls. Your primary responsibility is to obtain accurate information from callers, provide reassurance to enable you to either resolve their issues or to allow our Police Officers to effectively deal with incidents. This role requires excellent communication skills, empathy, and the ability to remain calm under pressure.

You will receive excellent support, training and skill development to ensure that you can be the best you can be whilst working for one of the best performing Police forces in the country.

Requirements For The Role

Strong communication and interpersonal skills.

Ability to remain calm and composed in high-pressure situations.

Empathy and the ability to provide reassurance to callers.

Computer skills and the ability to input data accurately.

Flexibility to work various shifts, including nights, weekends, and public holidays.

Our lines operate 24/7, 365 days a year, and the team are required to work shifts. This will include working evenings, nights, weekends and public holidays the range of full time and part time shift patterns and number of hours are attached in the supporting documents so please ensure you view this before you commit to applying. We have some limited opportunities to work full time and a wide range of part time shift patterns available which will be discussed with you closer to your offer stage.

An example of these can be found on the vacancy on our website

Please note that even if offered a part time role there will be a requirement to work full time hours (36.5) for the first 14 weeks during your training period, this will involve a mixture of classroom duties and 24/7 shifts for mentoring in the live environment before you move onto your allocated shift pattern.

The full-time salary of a Contact Resolution Officer starts at £26,106 and increases each year in increments until it reaches £28,653. Your actual salary will be dependent on number of hours and shift patterns available at time of appointment and each pattern with vary in number of hours and the shift allowance (equalisation allowance) attached to it. For example, our 22-hour, part time 4 on 4 off shift pattern would give an estimated annual "take home" salary of £19,000 per year inclusive of an 18.5% equalisation allowance.

Merseyside Police is a dynamic, challenging, and rewarding place to work, we take pride in everything we do. The best performing urban Force as graded by HMICFRS to date, our strategy is simply to put the communities of Merseyside first. We have a strong focus on continuous improvement in the areas were passionate about: ending Violence Against Women and Girls; tackling Serious Organised Crime and County Lines; strengthening our approach to Diversity and Inclusion; building trust and confidence through Community Engagement.

Youll be working for a friendly employer who has a passion for investing in its people and creating the conditions so you can thrive and be your best self. Our rewards package includes 25 days annual leave (pro-rated), family friendly policies, and local government pension scheme and youll also get access to additional benefits that are unique to our organisation in the form of access to many discount schemes and networks.

Our Recruitment Process

Please find information below relating to the process and associated timescales for this campaign please note that applications processed will be to fulfil the intakes from March 2025 onwards however this is not a guarantee that you will be able to secure a position on one of these intakes and we will discuss future start dates should you be unavailable to start at this time.

Stage One Online Application and supporting evidence document this will be sifted against the criteria and if successful, you will be progressed to the next stage

Stage Two Call Handling scenario-based assessments to be held at Merseyside Police premises currently planned for various dates and if successful at the assessment, you will be progressed to Stage Three

Stage Three Conditional offer and pre-employment checks (References, Medical checks, Vetting) - if successful, you will receive an offer of employment for one of the agreed start dates with the agreed upon hours available at time of offer.

Please provide 5 years employment/education history explaining any gaps as part of the experience and education history section of your application form. We will use this information to obtain references with your permission, once we have conditionally offered you the position.

Our commitment to Diversity, Equality, and Inclusion

Building a workforce that represents our communities is important to us. Not only do we aim to attract and keep people with the best skills and highest potential, we want to attract a diverse range of individuals into our force who might not have considered a career with us before. We particularly welcome applications from Females and Black, Asian and ethnic minority candidates. To help us achieve a workforce that represents our communities, we have a dedicated Inclusion team who work to encourage people from diverse communities to build their career with our force. They also provide support and guidance throughout the job application process to candidates from under-represented groups.

If you have any questions about the role or need assistance applying, please contactus via the information on our careers page

if you think this is the role for you or you would like more information, please click apply to be diverted to our website

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