Emergency Call Handler / Dispatcher

Avon and Somerset Police; Portishead; On-site; GBP 36,000 - 40,000; Full time

Benefits offered by this job

On-site gym

Blue Light Card

Wellbeing support

Discount services

Job summary

Avon and Somerset Police is looking for dedicated Emergency Call Handlers/Dispatchers to join our Portishead and Bridgwater control rooms. This full-time role involves a 37-hour week, weekend and night shifts, with thorough training and clear progression opportunities.

You will calmly assess emergencies, gather critical details, guide callers, and coordinate rapid response teams to protect the public and ensure confidence in every call.

Qualifications

• Exceptional communication to convey information clearly in high-pressure situations.
• Active listening to gather accurate details from callers.
• Proficient computer skills with experience navigating software and databases.
• Emotional resilience to stay calm and decide under stress.
• Empathy and compassion to support distressed callers.
• Strong problem-solving to evaluate situations quickly.
• Effective multi-tasking to manage multiple calls and tasks.

Responsibilities

• Respond promptly to emergency calls and gather key information.
• Assess urgency, determine priority, and dispatch appropriate services.
• Provide reassurance and clear instructions to callers during critical incidents.

Skills

Communication

Active listening

Computer skills

Emotional resilience

Empathy

Problem solving

Multi-tasking

Job description

Emergency Call Handler/Dispatcher - starting salary £36,453 (including shift allowance)

As an emergency call handler/dispatcher, also known as an emergency communications operator, you’ll be at the forefront of public safety, serving as the vital first point of contact for those facing emergencies during urgent situations. Join us in making a difference when it matters most!

We are recruiting for full time positions based in our Portishead control room (Police HQ) and at Bridgwater Police Centre, Express Park.

This/These post(s) attract allowances - Shift Allowance, Weekend Working Enhancement

Weekend enhancement - Shift allowances of £9,249 - £10,152 pa. Total compensation £36,453 - £40,011 pa

Shift percentage - 20%

Hours per week - 37

Closing date - 10/09/2026, 12:00

The role:

As an emergency call handler, you will respond promptly to emergency calls, gather crucial details such as the nature of the emergency, location, number of people involved, and any immediate dangers. You will remain calm, provide reassurance, and give clear instructions to callers, helping them stay focused. You will assess the urgency of each situation, determine the priority level, and deploy appropriate emergency services to the scene, ensuring a timely response.

What are we looking for?

• Exceptional communication skills to convey information clearly and effectively, even in high-pressure situations.
• Active listening skills to attentively gather comprehensive and accurate details from callers.
• Proficient computer skills with experience navigating software, databases, and technology with ease.
• Emotional resilience to maintain composure and make informed decisions during stressful emergencies.
• Empathy and compassion to demonstrate understanding and support for callers in distress.
• Strong problem-solving ability to quickly evaluate situations and identify the best course of action.
• Effective multi-tasking skills to seamlessly juggle multiple tasks and ensure prompt and efficient handling of all emergencies.

What can we offer you?

There are some fantastic employee benefits on offer such as on-site gym membership (Police HQ), physical and mental wellbeing support and access to lots of discount services such as the Blue Light Card,whichgives you money off in high street shops and restaurants, holiday savings and offers for a wide range of business services online.

Our salary package starts at £36,453 and increases each year.

Hours and Training

You will need to be prepared to work a variety of shifts, which will include a proportion of weekends, nights and bank holidays,for example: 6 on, 4 off shift-pattern consisting of shifts 7am-5pm, 1pm-11pm and 11pm-7am.

Your journey with us will start with a 6 to 8 weeks training course where our inspiring team of dedicated trainers will teach you the skills you need to give expert advice to members of the public in the most critical situations. We can not accommodate any leave during the course duration.

Our recruitment process

• Shortlisting
• Familiarisation Event - Successful candidates will be invited to attend a familiarisation event, during this session you will learn more about the role, the recruitment process and the training courses. This will be held virtually on MS Teams and is a mandatory part of the process.
• Assessment/ Interview - You will be invited to undertake an assessment centre which will take place at our Police Headquarters in Portishead.
• Start date – Jan 2027 (this date is not guaranteed, it is dependent on successful completion of our vetting checks) Future courses will be available

About us

Diversity is a strength and individuality is an asset.

We recognise the benefit different life experience and perspectives can bring.

We are on a journey to become the most inclusive police force in the country.

Find out more about our benefits and culture