Emergency Call Handler – Police Dispatch (12h Rotations)

PSNI, Deloitte MCS Limited; Belfast City District; Remote; GBP 23,000 - 27,000; Full time

Job summary

PSNI is seeking Call Handlers to provide a responsive, high-quality telephone service for the public and police. You will assess emergency and non-emergency calls, determine the appropriate action, and support in logging and routing information with strict adherence to standards.

The role involves 12-hour shifts with a 32-day rotation, shift disturbance allowances, and premiums for weekend work. Training and vetting apply, with opportunities to progress within PSNI Contact Management.

Qualifications

• 1 year experience in a customer services or contact centre environment.
• Experience receiving and answering calls to provide advice or assistance.
• Ability to manage expectations and escalate when needed.
• Completion of PSNI Call Handler Course is required.

Responsibilities

• Answer emergency and non-emergency calls and determine appropriate response.
• Question caller to identify needs and provide guidance.
• Record and grade incident information according to standards.
• Coordinate with police and other services as required.

Skills

Customer service

Call handling

IT literacy

MS Office

Education

PSNI Call Handler Course

Tools

Call Taking system

Call Recording system

Email system

Job description

PSNI is seeking Call Handlers to provide a responsive, high-quality telephone service for the public and police. You will assess emergency and non-emergency calls, determine the appropriate action, and support in logging and routing information with strict adherence to standards.

The role involves 12-hour shifts with a 32-day rotation, shift disturbance allowances, and premiums for weekend work. Training and vetting apply, with opportunities to progress within PSNI Contact Management.