Customer Contact Switchboard Operator

North Yorkshire Police; York and North Yorkshire; On-site; GBP 28,000; Part time

Job summary

A regional police force in York is seeking a part-time Customer Contact Switchboard Operator. You'll manage calls and provide essential information while contributing to community safety. Ideal candidates should have strong communication skills and customer service experience. Join a supportive workplace committed to your professional growth and enjoy a range of employee benefits.

Benefits

Local Government Pension Scheme

Salary Sacrifice Car Scheme

Generous Annual Leave

Blue Light Discount

Access to Trade Union Membership

Inclusion & Diversity Networks

Health & Wellbeing Services

Cycle to Work Scheme

Civil Service Sports Club Membership

Qualifications

• Clear, courteous, and effective communication skills.
• Willingness to deliver outstanding customer service.
• Proficient in typing and IT systems.
• Ability to thrive both independently and as part of a cohesive team.
• Skill in prioritising tasks and prompt decision making.

Responsibilities

• Operate the switchboard efficiently.
• Provide information on serious incidents.
• Assist in mentoring new staff.
• Offer friendly advice and direct callers.

Skills

Communication skills

Customer service

Technical proficiency

Teamwork

Calm under pressure

Job description

• Contract: Part Time
• Location: Force Control Room (FCR), Fulford Road, York
• Salary: £28,040 per yearBased on 33.75 hours per week and includes shift and weekend working allowances (NYP Scale 2)
• Hours: 33.75 hours per weekShift pattern:4 days on, 4 days off
• Closing date: 9am on Friday 21 November
• Expected course date: 2 June 2026

About Us

Are you ready to make a difference in your community?

North Yorkshire Police strives to provide an outstanding service to the public. As a Customer Contact Switchboard Operator, you'll be the friendly voice that guides our internal and external callers to the right place, playing a crucial role in maintaining our high standards of service.

This role is also a possible gateway to future opportunities within North Yorkshire Police, including roles in our Control Room and other departments. Many colleagues have used this position as a launchpad for career development, progressing into exciting and impactful roles across the organisation.

Your Responsibilities

• Call Management: Operate our advanced, computerised switchboard, ensuring all calls are received and transferred efficiently.
• Public Service: Provide accurate information on serious incidents like flooding or road-related issues.
• Team Support: Work collaboratively with your team, assisting with mentoring new staff and sharing knowledge on policies and procedures.
• Customer Interaction: Offer friendly and helpful advice, directing callers to the right departments and providing essential information.

Essential Skills

• Excellent Communicator: Clear, courteous, and effective communication skills.
• Customer Service: A willingness to deliver outstanding customer service.
• Technical: Proficient in typing and IT systems.
• Team Player: Ability to thrive both independently and as part of a cohesive team.
• Calm Under Pressure: Skill in prioritising tasks and prompt decision making

Preferred Skills

• Local Knowledge: Familiarity with the North Yorkshire area.
• Experience: Previous experience in customer service or switchboard operation.

Why Join Us?

Working for the emergency services is both meaningful and impactful. At North Yorkshire Police, we’re committed to helping colleagues reach their full potential in a fair, inclusive, and supportive environment. We value diverse perspectives and actively promote staff wellbeing so everyone can thrive. Please visit our website to learn more about our organisation.

We’re also proud to provide a comprehensive benefits package designed to support your wellbeing, work-life balance, and professional growth:

• Local Government Pension Scheme– secure and competitive retirement planning
• Salary Sacrifice Car Scheme– access to affordable vehicle leasing options (NHS Fleet Solution)
• Generous Annual Leave– 24 days rising to 30 with length of service, plus bank holidays
• Blue Light Discount– enjoy savings at major retailers and services
• Access to Trade Union Membership– opportunity to join UNISON
• Inclusion & Diversity Networks– connect with colleagues and contribute to a culture of belonging
• Health & Wellbeing Services– access to resources that support your physical and mental health
• Cycle to Work Scheme – Save money on bikes and accessories
• Civil Service Sports Club (CSSC) Membership – Access to discounted sports & leisure, activities.

To be considered for this role, applicants must meet the following requirements:

• You must have the right to work in the UK, with no restrictions on your employment
• Internal applicantsmust have successfully completed their probation period
• Meetresidency requirementsfor vetting:
  • RV Level Vetting– minimum 3 years UK residency

Your Application

North Yorkshire Police is an equal opportunity employer. We are committed to creating an inclusive and supportive working environment. If you require anyreasonable adjustmentsduring the recruitment process or within your role, please declare this within your online application. A member of our team will contact youprior to your interviewto ensure appropriate support is in place.

Safer Recruitment

North Yorkshire Police is committed to safeguarding and promoting the welfare of children and vulnerable adults. Safeguarding is a core part of our recruitment process, and we expect all applicants to share this commitment. All successful candidates will undergo a thorough recruitment process and must obtain satisfactory pre-employment clearances before commencing employment, including satisfactoryVetting or DBS checks, references, and a medical assessment, including absence history. Adherence to our safeguarding policies and procedures is essential.

Ready to Apply?

As part of our selection process, we’ll assess your skills and experience against the requirements of the role. We therefore encourage you to take your time to tailor your application, ensuring your responses align with the job advert and role profile.

Interviews are scheduled to take place:

Monday 8 and Tuesday 9 December 2025

We look forward to receiving your application!