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Contact Centre Operator

4 months 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- 1
- Be the change you want to see.
We are looking for people with exceptional qualities who can work under pressure in a challenging, fast paced and rewarding environment. Wiltshire Police are proud of our Crime and Communications Centre, which puts our communities at the heart of everything we do and our operators are the first point of contact for all emergency and non-emergency calls from the public.
Our call handlers take more than 380,000 calls a year. All 101 non-emergency and 999 emergency calls across Wiltshire come into our state-of-the-art operational control room - calls relating to anything from road accidents, firearms incidents, and assaults, to anti-social behaviour and missing people.
You will need to be able to assess situations quickly, have an excellent telephone manner and be able to listen and offer reassurance and advice to the public. Remaining calm and focused under pressure is essential.
Contact Centre Salary
The basic salary during initial training starts at £23,694 rising to £24,807 on completion of your probationary period, currently 12 months.
For working 24/7 shifts you receive an additional 20%, equivalent to £4,510 per annum.
You also receive an extra payment for weekend working, based on an average of hours worked at weekends over a six-week period.
The shift allowance and weekend working payments start once you have completed the initial 8 weeks classroom training and go into a team
Application Process

Eligibility check

Vetting

Stage two - Assessment Centre
Date TBC - If successful at stage one you will be invited to an assessment Centre and interview at Devizes HQ. Please allow approximately 1.5 hours for the assessment, which will consist of multiple computer-based tasks designed to test your customer service skills, followed by a formal interview. We have attached the STAR guidance for your reference which will support you if you are invited to interview.
If successful, you must be available to attend all of the stages of the recruitment process, this consists of a medical and uniform appointment.

Training will be mainly at Force HQ Devizes.
It is strongly advised that you have access to your own car in order to manage the 24/7 shift pattern.
Hours
The Initial training course is full time (Monday to Friday either 0900-1700 or 0800-1600) for a period of up to 8 weeks, primarily at Devizes Police HQ, although some sessions maybe held at other Force locations, dependent on operational circumstances. Training is classroom based. Following the initial training, staff will work a period of tutorship.
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 provisional intake dates will be:

29th August 2023 - 27th October 2023 or
30th October 2023 - 5th January 2024. May we request that you do not book holiday for 18 weeks commencing from this date to allow for training and tutoring - we apologise for any inconvenience this may cause you.
Career progression
Once you're experienced in one role and we’ve identified your key strengths and skills, you can move to either the crime and recording team or the incident control, answering 999 calls and managing resources and incidents. There are also senior operator and supervisory roles within the department offering competitive salaries.