First Contact Trainer - HC622814

Hampshire County Council; Netley; On-site; GBP 40,000 - 60,000; Full time

Job summary

A local authority in England is seeking a First Contact Trainer to develop and deliver training for Contact Management staff. This role is essential for supporting the training of front-line personnel and ensuring compliance with training standards. Successful candidates will have strong training capabilities, relevant qualifications, and a passion for team development. The position offers a competitive benefits package including generous leave and career progression opportunities.

Benefits

Generous annual leave allowance

Retail, food, and leisure discounts

Gym facilities at several buildings

Career progression and development opportunities

Qualifications

• Experience in training needs analysis, design, delivery, assessment, and evaluation of training.
• Willingness to learn emergency services call handling.
• Ability to deliver training to new and existing staff.

Responsibilities

• Build and deliver training programmes across the Contact Management department.
• Review, design, and develop training materials.
• Provide support to students which includes wellbeing and performance reviews.

Skills

Training needs analysis

Emergency services call handling

Course delivery

Wellbeing support

Education

QCF Level 2 Maths and English qualifications

QCF Level 3 / A-Level qualification

Job description

First Contact Trainer - HC622814

First Contact Trainer - HC622814

Hours: 37.00 hours per week, Monday to Friday

Contract: Permanent

Closing Date: Tuesday 2nd December 2025 @ 23:59

About the Role

Working as a First Contact Trainer, you will be responsible for building and delivering training programmes across the Contact Management department. This is a crucial role in training and developing the Front Counter staff, Call Handlers, and Controllers of the future. Ensuring the right training is delivered to a high standard is critical in contributing to our Force priorities of relentlessly pursuing criminals, putting victims first, and delivering exceptional local policing. This is an exciting role, and a great opportunity to support front line policing. You will work as part of a dynamic team, who together work towards meeting the departmental and Force goals.

If you do not have experience working as a Police emergency call handler or controller, you will be given the opportunity to learn the role and the process of taking 999 calls to support you in delivering the training.

Your core responsibilities will include delivering a number of courses to new and existing staff members within the Contact Management department.

When not delivering courses, you will review, design, and develop new and existing training material to ensure they remain relevant.

You will provide support to students in training which will include wellbeing and performance reviews. Most students will join us under the Apprenticeship programme, therefore you will need to ensure specific criteria are met in line with HIOWC & Ofsted guidelines and requirements.

• QCF Level 2 Maths and English qualifications, or work experience deemed to have brought the post holder to a comparable level.
• QCF Level 3 / A-Level qualification, or work experience deemed to have brought the post holder to a comparable level.
• Experience in emergency services call handling. If you do not have this experience, you will undertake the Call Handler Induction training course to learn about the role of emergency services call handling.
• Experience in training needs analysis, design, delivery, assessment, and evaluation of training, or other relevant work experience.

Benefits of working for HIOWC

In addition to the competitive salary and highly rewarding career, our benefits include, but are not limited to:

• Generous annual leave allowance;
• Retail, food, and leisure discounts through Hampshire Police Leisure & Sports and Blue Light Card;
• Gym facilities at a number of our buildings; and
• Fantastic career progression including development and secondment opportunities.

How to Apply

Please follow the online application link to apply. You will be required to enter personal details, complete our pre-screening questions, and provide examples of when you have displayed the below competencies. Your answers to these competencies will be used to shortlist applications and reading the below links will assist you in completing your application.

If you are successful at shortlisting, you will be invited to attend an interview where the above competencies will be assessed.

You should also be aware of the below values:

Contact details for an informal discussion

If you would like to have an informal discussion about this role, please contact Adam Hillier on [e-mail] . Alternatively, the Recruitment Team can be contacted on [e-mail] .

Please note that the email address you supply when submitting an application will be used for contact throughout the full lifecycle of that vacancy. You will not be able to amend your contact details. You should therefore ensure that you choose an appropriately accessible email address, being mindful that the process may take several months for some roles.

Hampshire and Isle of Wight Constabulary is an inclusive employer and strives to have a workforce representative of the communities we police and serve. We recognise that we are not fully representative and are working to address this imbalance through a variety of initiatives.

Hampshire & Isle of Wight Constabulary is an equal opportunities employer that positively promotes flexible working, enabling officers and staff to achieve a healthy work-life balance whilst meeting operational requirements of the constabulary. We actively encourage applications to be made on a full time, part time or flexible working basis.

The Equality Act 2010 allows us to promote equality within Hampshire and Isle of Wight Constabulary by adopting Positive Action to support people from under-represented groups. Our aim is to recruit talented people with a diverse range of skills and experience and welcome applications from all sections of the community. Our Positive Action team are available to provide support through the application and assessment process by contacting: [e-mail]

The Disability Confident campaign aims to remove barriers, increase understanding and ensure that people have opportunities to fulfil their potential and realise their aspirations. We will accommodate requests for reasonable adjustments where possible throughout our recruitment and promotions processes and encourage anyone requiring reasonable adjustments to disclose this at the earliest opportunity.