Force Contact & Control Operator

Gwent Police; Cwmbran; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Generous annual leave

Employee Assistance programme

On-site gym

Cycle to Work Scheme

Hybrid/Agile working

Flexible working opportunities

Local government pension scheme

Job summary

Gwent Police is seeking a dedicated Force Contact & Control First Response Operator to handle 999 and 101 calls, gathering essential information and guiding the right response. The role emphasizes empathy, resilience, and professional communication in fast-paced incidents.

You will coordinate resources, assist frontline officers, and ensure victims are supported while contributing to public safety and successful outcomes.

Qualifications

• Excellent communication and listening skills.
• Remains calm and focused under pressure.
• Can assess information quickly and make sound decisions.
• Demonstrates empathy, professionalism, and resilience.
• Thrives in a fast-paced environment.

Responsibilities

• Handle emergency (999) and non-emergency (101) calls and provide reassurance and information.
• Gather critical details, assess risk, and ensure appropriate response.
• Coordinate police resources and monitor officer safety.
• Act as the initial investigator by collecting sufficient information for cases.
• Keep victims updated and support wider public safety.

Skills

Excellent communication

Calm under pressure

Quick information assessment

Empathy

Decision making

Public service mindset

Job description

Be the First Response When It Matters Most

Are you looking for a rewarding career where every conversation can make a difference?

Join our Force Contact & Control First Response Team which operates 24/7 365 days a year and become the vital link between the public and frontline policing. As a Force Contact & Control Operator, you will be at the centre of emergency and non-emergency response, helping people when they need us most.

Our operators manage both emergency (999) and non-emergency (101) calls, providing reassurance, gathering critical information, assessing risk, and ensuring the right response is delivered at the right time. They deal with contacts involving serious crime, domestic abuse, missing persons, mental health mayyers, traffic collisions, anti social behaviour and so much more. As the first point of contact for crimes and incidents reported to Gwent Police you are the initial investigator - the detail you obtain is critical to every case and you make the decisions to assure the victims needs are met whilst ensuring wider public need is supported too.

The information you gather and the decisions you make directly impacts victim and public safety, help identify and detect offenders, and contribute to successful prosecutions. You will also coordinate police resources, ensuring officers are deployed effectively to meet the needs of our communities - keeping victims updated and overseeing officer safety too.

A Challenging and Rewarding Career

No two days are the same. This dynamic role requires individuals who can remain calm under pressure, think critically, and make informed decisions in fast-paced situations. You will often be dealing with people who may be distressed, vulnerable, or experiencing a crisis, so empathy, resilience, and professionalism are essential.

In return, you'll join a supportive and dedicated team where your wellbeing and development are a priority. From comprehensive training to ongoing career development opportunities, we will support you every step of the way.

What We're Looking For

We're seeking motivated, enthusiastic individuals who are passionate about helping others and delivering an exceptional service to the public.

You’ll Be Someone Who

• Has excellent communication and listening skills.
• Remains calm and focused under pressure.
• Can assess information quickly and make sound decisions.
• Demonstrates empathy, professionalism, and resilience.
• Enjoys working in a fast-paced environment.
• Is committed to making a positive difference to victims, communities, and colleagues.

If you're looking for a meaningful career where you can genuinely impact people's lives every day, this could be the perfect opportunity for you.

Experience The Role First-Hand

Want to find out what the role is really like?

Find Out More

Further information about the role, recruitment process, and selection stages can be found in the attached documents. You can also explore more about what the role involves through the links provided.

Important Information

Tenure Requirement: Please note that this role carries a two-year tenure. Successful applicants will be required to remain in post for a minimum of two years before applying for alternative vacancies within the Force.

ALL TESTS must be complete by 1st October 2026

Please note the following dates relevant to this recruitment campaign:

• Careers in Policing Event- 12th September 2026, this will give you the option to come and speak with our recruitment team and FCC Trainers.
• Awareness Session - Initial Assistance 14th September 2026 at 5pm.
• This initial Awareness will provide an overview of the role, as well as guidance on the process including the initial situational judgement test stage of the process.
• Access via the following link: Join: https://teams.microsoft.com/meet/329378066533633?p=nMatEdjGEnuCAbr2Dg
• Compulsory Awareness Session - Later end of the Recruitment process 7th October 2026 at 5:30pm
• You will be sent information regarding this session closer to the time.

Other Dates

• The In person Assessment Centre: will be run on the 19th and 21st October 2026
• Interviews will be run W/C 2nd November 2026

What Are Our Benefits

• Generous annual leave entitlement that rises to either 29 or 30 days depending on grade plus 8 bank holidays
• Employee Assistance programme and a range of wellbeing support programmes
• Free access to on-site gyms
• Discounts from various retailers via theBlue Light Scheme and Vectis Card
• Cycle to Work Scheme
• Hybrid/Agile working (role dependant)
• Flexible working opportunities
• Local government pension scheme
• Range of support networks
• Generous maternity/paternity and adoption leave entitlements
• Generous sick pay provisions
• Option to become a member of UNISON, the public service union

Welsh language

We are proud to be a Welsh speaking policing service and welcome applications from candidates with Welsh Language skills.

Positive Action Support – Recruitment

To enable us to deliver outstanding policing for everyone, we need people from all backgrounds, with a range of professional and life experiences, so that we are truly representative of our communities. We offer Positive Action support for individuals from groups currently underrepresented within Gwent Police, including women (if applying to become a police officer), people from ethnic heritage backgrounds, and people who identify as disabled and/or neurodivergent. For more information, please review the Positive Action guidance below or contact the Positive Action team via email: [e-mail]

Disability Confident Employer

We are recognised as a disability confident employer, we aim to recruit and retain disabled people, and people with health conditions, for their skills and talent. You can indicate on your application form whether you require any support or adjustments to enable you to do the job, or to assist you with your application.