DCM - Contact Officer

Dorset Police; Bournemouth; On-site; GBP 31,000 - 34,000; Full time

Benefits offered by this job

Shift allowance

Weekend allowance

Government pension

Onsite parking

Gym membership

Flexible hours

Job summary

Bournemouth-based Dorset Police is recruiting a Contact Officer to front the police response at Bournemouth HQ. You will handle 101/999 calls and online contact, ensuring the right help is provided with empathy and calm under pressure.

The role starts on £31,012–£34,039 per year, with a 14% shift allowance and potential weekend earnings up to £2,500. 37 hours weekly, flexible patterns considered to fit business needs.

Qualifications

• Must be 18 by the start date.

Responsibilities

• Receive non-emergency and emergency calls, and online contact from the public.
• Ensure the most appropriate help and support is established, handling calls with empathy.
• Work as frontline Contact Officer at Bournemouth HQ, using risk assessments to respond.

Job description

Salary: £31,012 rising to £34,039 per annum + Excellent Benefits including Government Pension

Location: Bournemouth Police Station

Hours per week: This role is 37 hours per week. However, we welcome applications from individuals wishing to work on a part-time basis and we are willing to consider flexible working patterns subject to business need.

14% shift allowance PLUS the potential to earn up to £2,500 weekend working allowance, which is claimable once you have completed your classroom-based training and are working your shift pattern.

About the role:

Owing to the nature of the role, candidates will need to have reached the age of 18 by the start date.

The commencing salary will be Scale D £31,012 to £34,039 per annum inclusive of a 14% shift allowance PLUS the potential to earn up to £2,500 weekend working allowance, which is claimable once you have completed your classroom-based training and are working your shift pattern.

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 telephone 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.

Career & learning | College of Policing

Please note candidates can only register once per campaign, so if you have any difficulties with undertaking the assessments please contact: [e-mail]

Please see a link below to our Dorset Contact Management page where you will find links to videos on An Introduction to Contact Centres, Contact Centre Recruitment, and the Contact Centre Training.

Dorset Police Contact Management - Working in Partnership

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.

Want to know more about this role?

Further detail regarding this role and the essential requirements can be found within the job description attached below.

If you think this may be the role for you and would like further information, please contact:

Email Address: [e-mail]

PLEASE NOTE: Should you decide to apply for this role, when you are asked to state how you found out about this vacancy, please remember to select LinkedIn.

What you get if you join us:

If you work for us, you will get access to:

• A competitive salary with yearly increments.
• 25 days a year leave entitlement, with an increase to 30 days after 5 years continuous employment, plus bank holidays (pro-rata for part time employees).
• 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.
• Flexitime, with the ability to undertake your hours flexibly and in line with business need.