Switchboard Operator

South Yorkshire Police; Sheffield; On-site; GBP 25,000 - 27,000; Full time

Benefits offered by this job

Generous pension

Generous annual leave

Flexible working including hybrid

Hybrid working

Development courses

Employee assistance programme

Blue Light Card

Cycle to work

Staff clubs

Job summary

South Yorkshire Police is seeking a Switchboard Operator to join the Force Control Room at Atlas Court, Sheffield. You will process calls from internal and external callers using the Force Directory, with a 37 hour week plus 18.5 hours and a 12.5% weekend allowance pro rata.

The role requires calm under pressure, good IT skills, and excellent verbal communication. You will update the staff directory, direct calls to the appropriate units, and help maintain a high standard of public service.

Qualifications

• A commitment to provide a quality service and be flexible in order to meet the needs of the service.
• Ability to remain calm under pressure.
• Experience of working in a computerised environment with an aptitude to navigate multiple IT systems.
• Excellent verbal communication skills.

Responsibilities

• Operate the South Yorkshire Police telephony system.
• Transfer all incoming emergency/non-emergency calls to the Call Handling Unit.
• Triage and advise callers to use Single Online Home where possible.
• Receive and process calls efficiently, in a courteous and helpful manner as required.
• Update the staff directory.
• Explain call processing systems to callers when needed, e.g. voicemail.
• Use new technology to improve customer service.

Skills

Customer service orientation

Calm under pressure

IT systems navigation

Verbal communication

Job description

Job Description

Role: Switchboard Operator

Department: Force Control Room

Location: Atlas Court, Sheffield

Salary: £25,242 -£27,204 (plus 12.5% & weekend working allowance) - pro rata

Hours: 37 & 18.5 (working between the hours of 0800-2200)

Contract Type: Permanent

In this role you will process calls from internal and external callers using the Force Directory.

Key responsibilities:

• Operate the South Yorkshire Police telephony system.
• Transfer all incoming emergency/non-emergency calls to the Call Handling Unit
• Triage and advise callers to use Single Online Home where possible
• Receive and process calls efficiently, in a courteous and helpful manner as required
• Update the staff directory
• Responsible for explaining, as necessary, call processing systems that they connect the incoming caller to, e.g., voice mail
• Use new technology where appropriate to improve customer service.
• All employees have a responsibility under the Health and Safety at Work Act to work safely and efficiently, using any protective equipment and clothing provided and without endangering themselves or others by their actions.
• All employees have a responsibility to maintain their Personal Development Journals and should ensure that managers have access to them at all times.
• In carrying out your duties you will be operating within the South Yorkshire Police Guiding Principles and Equal Opportunities Policy.
• All employees have a responsibility to achieve and maintain performance service levels in line with Home Office objectives.

Skills and experience:

• A commitment to provide a quality service and be flexible in order to meet the needs of the service.
• Ability to remain calm under pressure.
• Experience of working in a computerised environment with an aptitude to navigate multiple IT systems.
• Excellent verbal communication skills.

Skills and experience as documented in the role profile need to be evidenced in your application to be considered for interview.

What we offer:

We offer generous entitlements and supportive policies to enable a better work-life balance, some of which are listed below:

• A highly competitive salary and access to a generous pension scheme
• Generous annual leave allowance
• A wide range of family friendly policies including enhanced maternity, paternity and adoption leave
• Flexible working arrangements including flexitime and hybrid working
• A transparent and collaborative team culture underpinned by our core values of Fairness, Integrity & Trust
• Comprehensive range of development and leadership courses to develop your career with South Yorkshire Police
• Employee Assistant Programme (accessible 24/7) offering confidential support and advice
• Flexible lifestyle benefits such as: Blue Light Card, Company Shop, Cycle to work scheme
• Committed to embedding sustainability: South Yorkshire Police Sustainability Strategy 2020-2025 (yhrn.police)
• Membership to the Sports and Social Club
• Access to a wide range of staff support groups and networks

South Yorkshire Police is committed to striking a proportionate balance between self-expression and the need to maintain role sensitive professional standards in dress and appearance. Officers, staff, and volunteers of South Yorkshire Police are permitted to have tattoos visible whilst on duty provided the tattoo is not considered to be unacceptable or otherwise inappropriate. Tattoos will be reviewed as part of the recruitment and selection process.

South Yorkshire Police's overarching aim is to deliver an excellent police service to support safer communities. The public's assessment of our excellence is influenced by the level of trust and confidence in us, as an organisation and as individuals. In comparison to the general public, police officers and police staff are held to a higher standard of behaviour and accountability. In applying to join the police, applicants are accepting of these higher standards and understand the implications on their right to privacy.

South Yorkshire Police's Key Values:

At South Yorkshire Police we have 3 key values which run through everything we do Fairness, Integrity & Trust, the attached document details the key behaviours we expect all employees to adhere to.

Smarter ways of Working:

South Yorkshire Police is committed to developing working practices which assist staff to balance their personal and professional lives, whilst meeting the needs of the organisation. This in turn enables SYP to provide an outstanding service to the community.

There are 3 different categories as part of this which are: Fixed, Field and Hybrid.

This role has been evaluated as a fixed role.

Fixed: This is a traditional arrangement, applicable when the work is mostly required to be undertaken at a fixed single place of work (on police premises) for most of the time. The work can only or is more effectively delivered from a police premises or other agreed organisational/partner premises.

Contact details:

For further information about the role, please contact: Stephanie Ballantyne on 0114 2194468.

Closing Date: 22nd September 2026.

Closing dates are not normally extended, other than in exceptional circumstances and agreement is made between the Recruitment Manager and the Line Manager for the role.

Candidate Information:

Please note that, should you be successful at the interview stage and before appointment, the relevant pre-employment checks are required. These include references, medical clearance, vetting clearance and sickness absence criteria check.

Diversity & Inclusion:

Applications are particularly welcome from female and ethnic minority candidates.

It is really important to us that the department represents the community we serve, in order for us to provide the best service, utilising a range of backgrounds, experience and skills. We support and value all officers and staff and the unique experiences they bring to the role. We strongly encourage and welcome applications from these valuable underrepresented groups.

If you are from an underrepresented group and want to find out more about the support we can offer, please contact our dedicated team on [e-mail]

In addition, we will look to support anyone who requires Part Time/Job share working hours.

Documents to Review:

For the Police Staff Recruitment Vetting Handbook -

For Application Guidance and Tips -

For the FIT Values of South Yorkshire Police -

View our recruitment video:

https://youtu.be/2dGn5qti7_c