Contact Centre Operator

4 weeks ago

Devizes, United Kingdom Wiltshire Police Full time

Location- Devizes Headquarters
- Salary Range- Other
- Shift Allowance- 20%
- Part/Full Time- Full Time
- Type of Contract- Permanent
- Number of Positions Available- 20
- Police Emergency - How can I help you?
We are now recruiting for intake to start on Monday 30th October 2023.
Would you like to be part of a team who change and save lives every day?
Working in our police control room you will be the first point of contact for emergency 999 and non-emergency 101 calls and online crime reports.
We are looking for people who enjoy working in a fast paced, high-pressure environment, in a role which challenges but is extremely rewarding.
On joining the Force, you will begin training on a starting salary of £23,694. After initial training your salary will be inclusive of weekend working and shift allowance (pro rota) and increase to £25,245, plus weekend working and shift allowance (pro rota) on completion of your 12-month probation period. The shift allowance is 20% on top of your salary, equivalent to about £4,510 per annum.
Wiltshire Police are proud of our Crime and Communications Centre (CCC), which puts our communities at the heart of everything we do.
Alongside role and career development opportunities, we offer fantastic employee benefits such as free on-site gym (Devizes), physical and mental wellbeing support, 25 days annual leave (increasing to 30 days after 5 years’ service) and a generous pension scheme. You will be provided with a uniform and on-site free parking.
The role is located at Police Headquarters Devizes with potential opportunities to work at Swindon Gablecross dependent upon operational and organisational need.
About the role
All 101 non-emergency and 999 emergency calls across Wiltshire and Swindon come into our control room - these relate to anything from road accidents, firearms incidents, and assaults to anti-social behaviour and missing people.
After training, as a call handler you will be skilled at dealing with all emergency (999) and non-emergency (101) calls, and identifying risk, threat and vulnerability to help you prioritise the incident correctly.
We have opportunities in Crime Recording and Incident Control, which are both highly skilled roles within the control room. You will be allocated a role during training based on your skills, experience, and preference. There are opportunities to become multi-skilled in both roles.
As a Crime Recorder, you will take crime and incident reports (both online and over the phone) and identify what opportunities there are for further investigation, recording these accurately in line with national standards. You will also take 999 calls, logging and prioritising these where appropriate for Police Officer attendance.
As an Incident Controller, you will take 999 calls and deal with live incidents over the radio, tasking police officers to attend and liaising with them at scene.
Training
The initial six week training course is full time (Monday to Friday either 9am-5pm or 8am-4pm), primarily at Devizes Police HQ, although some sessions may be held at other Force locations, dependent on operational circumstances. Training is classroom based.
Following the initial training, you will benefit from a period of tutorship to continue your development. These weeks will be aligned to core teams working a 24/7 shift pattern. This will attract unsociable shift and weekend working allowances.
The next intake date will be Monday 30th October 2023. We request that you do not book holiday for 18 weeks commencing from this date to allow for training and tutoring. There is also the opportunity to join our later intake, which is yet to be arranged.
About You
You will need to be able to assess and respond to situations quickly, therefore remaining calm and focused under pressure is essential. You must have clear and effective communication (written, verbal and listening) to be able to reassure and advise the public, or liaise with police officers via radio. You will use a wide variety of systems to document incidents quickly and accurately, therefore computer and typing skills are essential.
It is strongly advised that you have access to your own car in order to manage the 24/7 shift pattern.
You will need at least a Level 2 English qualification to undertake this role, and to have resided permanently in the UK for a minimum of three years prior to applying.

Application Process
Stage 1 - Application

Eligibility check

Stage 2 - shortlisting
Your CV and cover letter will be reviewed based on the Job Description and evidencing your suitability for the role, aligned to the competencies and criteria’s listed.
Stage 3 - Assessment and interview
Will take place week beginning 31st July - if successful at stage one you will be invited to an assessment and interview at Devizes HQ. Please allow a maximum of 1.5 hours for this process, which will consist of two computer-based tasks related to the Job Description, followed by an interview. Please see attached

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