Dispatch and Contact Officer

TipTopJob; Winfrith Newburgh; On-site; GBP 26,000 - 29,000; Full time

Job summary

A leading company is seeking a Dispatch and Contact Officer in Winfrith. This role involves providing high-quality service to the public and police, operating the Dorset Contact Management system, and ensuring efficient incident management. Candidates must be friendly, patient, and able to make decisions under pressure.

Qualifications

• Must be 18 years or older.
• Ability to work in a supportive team.
• Experience in customer service is beneficial.

Responsibilities

• Operate the Dorset Contact Management system.
• Provide high-quality service to the public.
• Direct officers to incident scenes.

Skills

Friendly demeanor

Patient attitude

Decision making

Job description

Location: Police Headquarters, Winfrith, Dorset

Salary: Scale D: Starts at GBP 26,106, rising by yearly increments to a maximum of GBP 28,653 per annum.

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

Potential earnings: Up to GBP 34,383 per annum.

The starting salary for Scale D is GBP 29,760, which includes a 14 shift allowance and the potential to earn up to GBP 2,500 for weekend working. This allowance is claimable*.

Upon becoming proficient (subject to pass/fail assessments after completing 999 training), you will move to the full 24/7 shift pattern and receive GBP 31,327, inclusive of a 20 shift allowance and the potential to earn up to GBP 2,500 for weekend working*. Initial training up to the point of proficiency in 999 calls takes approximately 5 to 7 months. Dispatch training is scheduled after this period but within the probationary period.

Yearly increments will then apply until the top of the scale is reached, earning GBP 34,383 per annum, inclusive of a 20 shift allowance.

Please note: The weekend working allowance is only applicable when working a shift pattern; it does not apply during Monday to Friday classroom-based training. You will attend a two-week dispatch course within your 12-month probation, during which you will not be eligible for the weekend allowance if weekend shifts are not worked during this time.

A unique job for a unique person, this role demands a friendly, patient, broad-minded individual with a positive attitude. You must be able to work as part of a close-knit, supportive team and make decisions in situations that may be frustrating or distressing for callers.

The role of a Dispatch and Contact Officer at Winfrith involves operating the Dorset Contact Management system and providing high-quality service to the public, police officers, and staff.

The focus is on making every contact count by getting it right first time, ensuring an efficient customer journey, and addressing as many calls as possible at the first point of contact within a 24-hour capability. You will also direct officers to incident scenes and control incidents via radio and digital communication.

Before your Contact Officer training course (details to be provided upon start), you will work as a triage operator to familiarize yourself with the Contact Centre and inquiry types. The duration of this phase varies based on the next available training session. Your salary and allowances will remain as above during this period.

You will act as the first point of contact for members of the public via the 101 and 999 services, using risk assessments to ensure appropriate help and support, providing a responsive service.

Please note: No annual leave will be granted during the Contact Officer training course, with dates confirmed once you are in force. Any leave booked prior to joining will be honored. The role is based at Winfrith, but travel to the Bournemouth site for training may be required.

Recruitment Timeline:

• Eligibility via our e-recruitment portal.
• Situational Judgement Test: You will have 7 days to complete after eligibility confirmation.
• Virtual Assessment Centre: You will have 7 days to complete once you pass the SJT.
• Final Interview and telephone assessment: You will receive an invite to book a face-to-face interview/assessment at Police headquarters.