Emergency Call Handler / Dispatcher

Avon and Somerset Police; Portishead; On-site; GBP 36,000 - 41,000; Full time

Job summary

A regional police force in the UK is seeking an emergency call handler to serve as the first point of contact for callers in distress. In this role, you will respond to emergency calls, gather critical information, and provide clear instructions to help callers. Candidates must possess exceptional communication and problem-solving skills, with a background in high-pressure environments preferred. The position offers a competitive salary and excellent benefits, including shift allowances and training opportunities.

Benefits

On-site gym membership

Physical and mental wellbeing support

Discount services via Blue Light Card

Qualifications

• Exceptional communication skills to convey information clearly and effectively.
• Active listening skills to gather comprehensive and accurate details from callers.
• Emotional resilience to maintain composure during stressful emergencies.

Responsibilities

• Respond promptly to emergency calls and gather crucial details.
• Provide reassurance and clear instructions to callers.
• Assess the urgency of each situation and deploy emergency services.

Skills

Exceptional communication skills

Active listening skills

Proficient computer skills

Emotional resilience

Empathy and compassion

Strong problem-solving ability

Effective multi-tasking skills

Job description

Are you ready to use your skills and experience in a role that makes a real difference in people’s lives?

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!

Pay & Compensation

• 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

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.

Qualifications

• 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 we can offer

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

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, which gives 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.

Recruitment Process

• Familiarisation Event - All applicants 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 which will take place at our Police Headquarters in Portishead.
• Start date – June 2026 (this date is not guaranteed, it is dependent on successful completion of our vetting checks) Future courses will be available

About Us

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

Please note: We reserve the right to close this vacancy early if we receive a high volume of applications. We encourage interested candidates to apply as soon as possible to ensure their application is considered.