Contact Handler

Complete detailed crime reports ensuring all lines of enquiry are considered;
- Submit detailed intelligence reports;
- Assess risk;
- Ensuring the public receives the required help and support, whilst handling potentially sensitive and upsetting matters with empathy and a calm attitude.

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**About the Role**

Acting as the front line of policing as one of our Contact Management Centre Officers, you will be responsible for receiving emergency and non-emergency calls from members of the public.

Your role will be ensuring the most appropriate help and support is established, ensuring you handle every contact with empathy, whilst remaining calm when dealing with potentially sensitive and upsetting matters in a fast paced environment.

**Salary**

The starting total salary for this role is between circa **£31,000 and £33,000**. This is made up of a basic salary of £24,921 and shift and weekend allowances ranging from 14% to 20%, depending on the shifts worked.

On completion of initial training and becoming an independent Call Handler (expected to be at around the 12-week point), the total salary for this role will increase to between circa **£35,000 and £37,000.** This is made up of a basic salary of £27,789 and shift and weekend allowances ranging from 14% to 20%, depending on the shifts worked.
- Please note that the working hours for the first 5 weeks of training are Monday - Friday, 09:00 - 17:00. As such, these weeks are paid without any allowances._

**Training**

Please note that the training for this role (approximately 12 weeks) will take place at either Southampton Central Police Station or Police Support Headquarters in Netley. Any additional travel costs during this time will be reimbursed. After training, the role will be based full-time at Portsmouth.

Please note that the working hours for the first 5 weeks of training are Monday - Friday, 09:00 - 17:00. As such, these weeks are paid without any allowances.

**About You**

Your excellent customer service and problem solving skills could be just what we need. More often than not you will be speaking to people in situations where they really need your help. You therefore must be able to stay calm and professional at all times, effectively receiving and recording information accurately to ensure the correct police resource are deployed to members of the public.

**Working for Hampshire & Isle of Wight Benefits**

In addition to a highly rewarding career and a competitive salary, our benefits are extensive and include:

- An attractive contributory pension scheme
- Childcare Voucher and Cycle to Work schemes.
- Access to Hampshire Police Leisure and Sport (providing a range of family and sporting activities).
- Gym facilities at a number of our buildings.
- Elite Training
- Employee wellbeing programmes

**Working Hours**

The public need our help every minute of every day. You will be working as part of team that responds to them 24/7, 365 days per year. This means you will need to be able to join colleagues in working overnight shifts and weekends (including bank holidays). You’ll receive extra allowance payments for these shifts, and they will be scheduled well in advance so that you can plan properly.

The standard shift pattern worked is 6 days on and 4 days off on a rotating 20-week pattern. Shifts are generally 10hrs with a 1hr meal break. Example hours are 0700-1700, 1200-2200, 1700-0300 and 2200-0700 although you may work any variation of any 10hr shift depending on our demand.

Part-Time /Flexible shifts may be available, however please note that you will need to initially be available on a full-time basis for 12 weeks to complete the initial training.

**Role Specific Training and Support**

Within Hampshire and Isle of Wight Constabulary you will receive first class training and support:
We’ll provide you with structured job training, personalised tutoring and all the encouragement and support you need to perform in role and complete our comprehensive Apprenticeship Training Programme

On successful completion of the apprenticeship training, you will receive a nationally recognised certificate in contact handling, as well as receiving a pay increase

Please note, if you are an experienced emergency service contact handler, you will still be offered the same supportive training but will not be required to complete the apprenticeship programme.

**Essential Application Criteria**
- If you have been interviewed and were unsuccessful for a Contact Management Centre role you must wait three months prior before re-applying.
- Applicants need to be aged 18 on appointment, not for the recruitment process.

**Experience and skills**:
We are looking for people with customer service skills, who are able to type at a good speed (min. 24 word per minute) and have good IT literacy.

Applicants for ‘Contact Handler Transferee’ should note that we will only accept those with recent experience of an emergency service contact handling envi