Control and Contact Handler

Surrey Police Service; Lewes; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Annual leave 25–30 days

Training & development

LGPS pension

Employee discounts

On-site gyms

Parental leave

Wellbeing support

Healthcare discounts

Job summary

Surrey Police Service is seeking Control and Contact Handlers based at Lewes to be the first point of contact for the public across 999, 101, and online channels. You will assess, log, and respond to calls while maintaining empathy and calm under pressure in a fast-paced, 24/7 environment.

The role requires handling distressed callers, prioritising information, and working shifts including nights and weekends. Training and ongoing development are provided.

Qualifications

• Must be 18 or over on the day you submit your application.
• Must have lived in the UK for three continuous years immediately prior to application.
• Not be a current or previous member of a proscribed terrorist organisation or group.
• Fast and accurate typing skills and familiarity with the phonetic alphabet.

Responsibilities

• Handle emergency 999 calls, non-emergency 101 calls, online and social media messages.
• Log information quickly and accurately and provide excellent customer service to the public and Sussex Police colleagues.
• Be able to work a rotating 32-week shift pattern including day, evening and night shifts, weekends and bank holidays.

Skills

Typing skills

Phonetic alphabet

Excellent communicator

Job description

We're hiring Control and Contact Handlers and we want you to join us. For many people, our Control and Contact Handlers are the first point of contact with the police, whether it's over the phone or by email. Our Force Contact, Command and Control Department isn't just a call centre, it's the start of our front line., A Control and Contact Handler plays a vital role in keeping Sussex Safe. You'll handle a huge variety of emergency 999 calls, non-emergency 101 calls, online and social media communications. The situations you'll be faced with are as diverse as the communities we serve and you'll be engaging with people of all ages and backgrounds. Our Control and Contact Handlers need to be able to strike the right balance between showing empathy with every caller, while not becoming emotionally involved when dealing with sometimes difficult circumstances. Our Control and Contact Handlers provide excellent customer service to members of the public and Sussex Police colleagues. Could this be you? If you are looking to work in a fast-paced 24/7 environment, where no two days are the same, are calm under pressure, are an excellent communicator and have the confidence to make critical decisions, this is the role for you. You'll need to be able to think on your feet, ask the right questions, listen for vital details, and log information quickly and accurately. The role is based at our Headquarters on the outskirts of Lewes. You'll need to be able to work shifts, including nights, weekends and bank holidays. The role is extremely rewarding but also comes with some challenges. We strongly encourage you to view the attached documents carefully so that you are fully informed about the role and some of the challenges that people find in this area of policing. For example, during your shift you will be taking calls from members of the public who are distressed, angry, abusive and emotional or experiencing a mental health crisis - probably contacting Sussex Police for the very first time in their hour of need. We ask you to think carefully about how this might impact on your well being and especially how you will cope in and following these types of calls. There is plenty of support available but if you, your family or people you are close to have ever experienced suicide, domestic or sexual abuse, fear for loss of life or trauma (especially regarding children) - please do seriously consider how this will impact on you. If shift work is new to you, please take some time to research the challenges this presents to all shift workers, carefully and thoroughly, along with the effect this can have on relationships, health and domestic arrangements. Think about talking through the practicalities and realities of shift work with those closest to you.

• You must be aged 18 or over on the day you submit your application - no upper age limit
• You must have lived in the UK for three continuous years immediately prior to application
• Not be a current or previous member of a proscribed terrorist organisation or group.
• Not have served a prison sentence.
• It is a must that candidates have fast and accurate typing skills and ideally are familiar with the phonetic alphabet.
  The starting salary for this role will usually be at the bottom of the salary range and will be pro-rata if the working hours are less than full time.

Chief Constables' Message We really welcome your interest in joining our Police Force. It is a privilege to lead the teams in Surrey Police and Sussex Police who continuously work selflessly and tirelessly in order to keep people in our counties safe. We are looking for talented and inspirational people who put the needs of the public at the heart of everything that they do and who want to make a difference. If you feel you are that person then we want to hear from you. We wish you all the very best with your application. Chief Constable Tim De Meyer & Chief Constable Jo Shiner, You'll get a good starting salary, opportunities for progression and the satisfaction that comes from helping others.

• starting salary of £30,897.00 plus unsocial hours shift allowance in the region of £10,486 per year, for a full time shift worker (24/7 shift pattern only).
• 25 days per year annual leave, rising to 30 days depending on your length of service (annual leave based on a 37 hour working week and 7.4 hour day)
• ongoing training and development
• career progression
• contributory pension scheme (LGPS)
• discounts for everyday spend
• on-site gyms and a range of sports clubs
• generous and supportive parental leave
• financial and mental well being guidance and support
• discounted contributory healthcare scheme, This role requires availability to commit to a rotating 32 week shift pattern, including:
• Day, evening and night shifts
• Weekends and Bank Holidays
• Team based scheduling to ensure consistent coverage

Further details regarding the 24/7 shift pattern and the unsociable hours allowance are attached to this advert.