Police Call Handler

Thames Valley Police; Kidlington; On-site; GBP 21,000 - 27,000; Full time

Job summary

Thames Valley Police is seeking Police Call Handlers to be the first voice for the public seeking help. No previous experience is required as full training is provided.

You will handle both emergency and non-emergency calls, remain calm under pressure, and provide excellent customer service using IT systems. As part of the contact management team you will work a shift pattern and manage a variety of calls with empathy and confidentiality.

Qualifications

• No prior experience required; full training and support provided.
• Must be able to handle both emergency and non-emergency calls.
• Commitment to confidentiality, sensitivity and diversity.
• Capable of handling administrative tasks and using IT systems.

Responsibilities

• Be the first point of contact for the public visiting the police station.
• Provide high quality customer service for external and internal customers.
• Handle administrative tasks.
• Demonstrate sensitivity, confidentiality and appreciation of diversity.
• Deal with a wide variety of people.
• Work as part of the contact management team.
• Remain calm while handling emergencies and non-emergencies.

Skills

Calm under pressure

Attention to detail

Strong communication

IT systems proficiency

Resilience

Empathy

Decision making

Customer service

Tools

Bobbi live chat

Job description

Type of Contract: Permanent As a Police Call Handler, you will help protect our communities by being the first voice they hear when they call for help and assistance. You do not need previous experience - we'll give you all the training and support you need to be ready to take that call. But we do ask that you have common sense, a calm head under pressure, high levels of resilience, attention to detail along with an ability to communicate and use IT systems. The role includes digital contact from members of the public who can access an operator via Bobbi live chat. You need to be ready for the unexpected, with an ability to make key decisions whilst taking information from a caller. The calls you handle will be varied; you could go from dealing with a non-urgent 101 enquiry to a distressing 999 emergency and sadly you might even receive abuse from someone you are trying to help. It is undoubtedly one of the most demanding yet rewarding roles in modern policing.
As a Police Contact Enquiry Officer, you will:

• be the first point of contact for all members of the of the public visiting the police station
• provide high quality customer service for external and internal customers
• handle administrative tasks
• demonstrate sensitivity, confidentiality, and an appreciation of diversity
• deal with a wide variety of people

As part of our contact management team, you will:

• be able to remain calm while handling emergency and non-emergency calls from the public on a daily basis
• have the resilience to deal with difficult situations while making important decisions under pressure
• work a shift pattern, including early, late, and night shifts
• make key decisions and demonstrate empathy with your caller who may be in a vulnerable position