Force Contact Centre Operator

Staffordshire Police; Stafford; On-site; GBP 28,000 - 33,000; Full time

Benefits offered by this job

Pension scheme

On site Gym

Free parking

Blue Light Card

Flexible / Agile Working

Job summary

Staffordshire Police invites applications for a Force Contact Centre Operator. You will join a 24/7 operation as the first point of contact for help, advice or emergency assistance, gathering information and assessing risk to provide the appropriate response.

The role requires resilience, integrity and a commitment to public service, with rotating shifts including days, nights, weekends and bank holidays. Comprehensive training and development are provided.

Qualifications

• Ability to remain calm in a crisis.
• Values-driven approach to public service.
• Ability to assess risk and make dynamic decisions under pressure.

Responsibilities

• As Emergency Police Call Handler, be the first point of contact for those seeking help, advice or emergency assistance.
• Gather critical information, assess risk, threat, harm and vulnerability, and ensure the appropriate response is provided.
• Work in a fast-paced 24/7 environment delivering a professional, compassionate service while remaining calm and focused.

Job description

Plus Shift Allowance 20% Weekend Working 14.21%

Contract Type Permanent

Staffordshire Police is continually striving to deliver the best possible service for the county’s residents, businesses and visitors. It is a fast-paced organisation, adaptive to modern policing needs and open to continual improvement.

Job Title Force Contact Centre Operator

Grade E £28,071 - £32,613

Plus Shift Allowance 20% Weekend Working 14.21%

Everyone who works for the force has an important role to play in shaping the future of Staffordshire Police. The force seeks people who will champion new ways of working, be collaborative and agile and represent in a fair and ethical manner those that Staffordshire Police serve.

For more information about Staffordshire Police

Home | Staffordshire Police

About The Opportunity

Staffordshire Police Force Contact Centre are looking for aspiring Contact Centre professionals to join our April 2027 intake, helping to establish a safe and confident Staffordshire.

• Can you remain calm in a crisis?
• Are you values driven?
• Can you assess risk and make dynamic decisions under pressure?
• Do you care about the public and the communities you serve?

We are looking for people who are willing and able to support members of the public through what could be some of the most challenging moments of their lives.

As an Emergency Police Call Handler, you will be the first point of contact for those seeking help, advice or emergency assistance. Every call is different and may involve individuals who are vulnerable, distressed or in immediate need of support. Your role will be to gather critical information, assess risk, threat, harm and vulnerability, and ensure the appropriate response is provided.

Working within a fast-paced 24/7 operational environment, you will deliver a professional, compassionate and effective service while remaining calm, resilient and focused under pressure. You will be expected to demonstrate integrity, respect, accountability and a commitment to public service in every interaction.

Successful candidates will work a rotating shift pattern, including days, nights, weekends and bank holidays, and will be committed to delivering the highest standards of customer service. In return, you will receive comprehensive training, ongoing support and opportunities for personal and professional development within a supportive team environment.

As a representative of Staffordshire Police, you will uphold the Police Code of Ethics, acting with honesty, fairness and professionalism, maintaining confidentiality, and treating all individuals with dignity and respect. Through your actions, you will help build public trust and confidence while making a real difference to the safety and wellbeing of our communities

What can we offer you?

• Total Salary: £37,674 - £43,769 per annum/pro rota, which is inclusive of 20% shift allowance and 14.21% Weekend Working. Shift and weekend working allowances will be payable on successful completion of training and commencement of shift working.
• Staff Benefits: Pension scheme, On site Gym, Staff Restaurant, Free parking, Blue Light card, plus many more outlined below.
• Shift patterns: following transition from the FCC Academy you will be allocated a shift. These shifts cover 24-hour, 7 days a week, 365 days a year operation. This is a rotating shift pattern which includes evenings, nights, weekend and bank holidays.

Force Contact Centre Training Academy

The initial training course is 7 weeks of classroom-based training. You will receive a range of inputs which will facilitate your journey in becoming a Force Contact Professional. You will then have a 10-week, Training Academy based exposure to 999 emergency and 101 non-emergency calls. Successful demonstration of competency in these areas will be required before moving onto shift.

Starting your career in our Force Contact Centre will provide you with a wide range of skills and experiences. There are also opportunities for development, such as becoming a Tutor or Mentor, as well as additional training on certain topics enabling you to become a subject matter expert.

Additional Information

The deadline for submission of applications is Midday Friday 30th October 2026.

Should your application be progressed you will be required to attend an assessment day. Following successful completion of the assessments you will be required to attend an interview. Please ensure you dress in professional office wear for all stages of the process.

We will be hosting a Familiarisation Session for this role at Staffordshire Police Headquarters, Weston Road, Stafford, ST18 0YY, 21st October 18:00-19:30

The assessments will take up to 2 hours.

Interviews: Monday 16th November 2026 - Friday 20th November 2026.

Training Course Date: April 2027 (exact date TBC).

• Due to the amount of applications we receive we are unable to offer alternative assessment and interview dates.***
• Although this is a fixed location role, there will be a requirement to travel to alternative locations within Staffordshire***

Further details of the key tasks, responsibilities can be found within the role profile.

• Pension Scheme - Employers Pension contribution 21.5% Staffordshire Pension Fund - Staffordshire Pension Fund - Home (staffspf.org.uk)
• Generous holiday entitlement, plus Bank Holidays.
• Flexible / Agile Working
• Sick pay scheme
• Fostering friendly policy
• Family friendly policies – maternity, paternity, parental leave, adoption, disability leave and carers leave
• Access to health and wellbeing support
• Eye care vouchers
• On site Gyms
• Staff associations
• Reward and Recognition
• Blue light Card
• Flexible working options
• Training and development opportunities
• Car lease scheme
• Cycle to work scheme
• Free Parking at selected sites
• Onsite catering facilities
• Access to Staff Networks
• Union support
• Financial products and services

Please note that applications are welcomed from all suitably qualified/experienced individuals. However prior consideration will be given to applications from individuals who are ‘at risk’ and employed by Staffordshire Police. If an appointment is made from that at risk group, the post may be withdrawn. In this event, a representative from the People Services team will notify any affected applicants.

Staffordshire Police is fully supportive of Equality, Diversity and Inclusion and strives to employ a workforce that represents the community we serve.

Our vacancies are open to everyone and all appointments are made based on merit. We encourage and welcome applications from all underrepresented groups which include: Black, Asian, and minority ethnic backgrounds, female, people who have a disability, those who are neurodivergent and persons of the LGBTQ+ community.

We use positive action to encourage potential candidates from underrepresented groups through targeted step-In support and advice sessions. If you have the skills, experience and values, that here in Staffordshire Police we pride ourselves on, then we would welcome you to apply.

For more information on Positive Action please email the team on [e-mail]

For any Recruitment queries please email [e-mail]

Residency Eligibility

Please note you will need to have been a resident in the UK for the last three years consecutively for RV Level roles and five years for MV Level roles (see below link around Vetting for more information)

Please Note If You Are Successful At Interview And Commence Pre-employment Checks This Will Include Vetting, Please See What This Involves And The Process Via The Below Link

Police vetting process | Join The Police (joiningthepolice.co.uk)