Public Contact Officer

West Midlands Police; Birmingham; On-site; GBP 29,000 - 33,000; Full time

Job summary

West Midlands Police invites applications for the Public Contact Officer role. Based across 10 Public Contact Offices, the team provides a trusted first point of contact for the public and partners, delivering advice and information.

The role supports 24/7 operations with shift patterns and may involve vehicle seizure duties under the National Decision Model. The selection process includes online applications by 30/10/2026, interviews, vetting, medical checks and references.

Responsibilities

• Act as initial point of contact for the public visiting the Public Contact Office and deal with a wide range of enquiries, providing advice and giving information as necessary.
• Proactive engagement with the public, external partners, internal departments and other emergency services as required.
• Make clear timely decisions ensuring calls for service are assessed, graded and dealt with in line with the National Decision Model.
• Take and process vehicle seizure notices. Liaise with the Motor Insurance Bureau (MIB) and PNC in respect of vehicle seizures.
• To carry out such other duties which are consistent with the nature, responsibilities and grading of the post, including providing support to digital reporting channels and supporting 999 and 101 call taking.

Job description

***The application process for this role may be closed earlier than the advertised closing date, should we experience a high volume of applications***

Previous applicants who have not been successful for this role at any stage of the recruitment process within the last 6 months are not eligible to apply on this occasion.

About the Role

As of 2010, West Midlands Police has 10 Public Contact Offices spread across the region, each proving a place to access and report for the local community. We currently have 90 members of staff spread across 4 teams in each station who work around the clock to provide the highest quality of service to members of the public who attend to make a report or seek advice. Between all of our staff we have decades of experience within the PCO, with some stations having over 50 years experience of combined experience in one station unit alone, be that just within PCO or through years of various roles within West Midlands Police .

It is the role of the Public Contact Officer to be a professional and approachable first point of contact for members of the public and to ensure that the member or the public has trust in West Midlands police and our ability to support and provide for them with whatever they may require from us.

Key Responsibilities

• Act as initial point of contact for members of the public visiting the Public Contact Office and deal with a wide range of enquiries, providing advice and giving information as necessary.
• Proactive engagement with the public, external partners, internal departments and other emergency services as required.
• Make clear timely decisions ensuring calls for service are assessed, graded and dealt with in line with the National Decision Model.
• Take and process vehicle seizure notices. Liaise with the Motor Insurance Bureau (MIB) and PNC in respect of vehicle seizures.
• To carry out such other duties which are consistent with the nature, responsibilities and grading of the post, including providing support to digital reporting channels and supporting 999 and 101 call taking.
  

Salary and Shifts

Salary: £28,914 to £32,613

Shifts: There are positions expected to cover 24/7 working. The shift pattern is 2 earlies, 2 lates, 2 nights and 4 rest days, hours as follows: 07:00-16:00, 13:15-22:15, and 22:00-07:00.

There will also be positions that will work the following hours - 07:45-16:45, 09:30-18:30, 13:15-22:15, with the 2x2x2 shift pattern.

Selection Process

1. Online Application and Sift - You will complete an online application form, which will be reviewed against the skills, experience and behaviours required for the role. Closing Date: 30/10/2026 at 16:00.
2. Interviews - Candidates who successfully pass the application stage will be invited to attend an interview and/or assessment. This will provide you with the opportunity to demonstrate your suitability for the role. Interview Date: W/c 16th November.
3. Pre-Employment Checks - If you are selected as the preferred candidate, you will be required to successfully complete relevant pre-employment checks before receiving a formal offer. For internal candidates, some checks may not be required. Checks may include:
4. Vetting Checks - You must successfully complete the required level of Management Vetting and Counter Terrorism Clearance before starting the role. This may include providing information relating to your background and financial history a spart of the vetting process.
5. Medical Checks - Appointment to this role is subject to successfully completing medical checks. This may include a drugs, test and where required a fitness assessment and hearing test.
6. Reference Checks - You will need to provide details covering at least five years of employment, education or other relevant activity history.
   We are committed to supporting candidates throughout the recruitment process and reasonable adjustments are available for those who need them.

We are committed to supporting candidates throughout the recruitment process and reasonable adjustments are available for those who need them.