Force Contact Centre Officer

2 weeks ago

Birmingham, Birmingham, United Kingdom West Midlands Police Full time £25,000 - £40,000 per year
Job Description

Previous applicants who have not been successful for this role in the last 6 months are not eligible to apply on this occasion.

Be the Calm in the Chaos. Be the First Voice and the Coordinating Force.

West Midlands Police is recruiting dedicated individuals to join our Force Contact Team in dual roles as Contact Handlers and Dispatchers. These critical frontline positions ensure the public receives timely, professional support during emergencies and that police resources are deployed effectively across the region.

Whether you're answering a 999 call or coordinating officers to a live incident, your actions will directly impact public safety and community trust.

Key Responsibilities

Contact Handling
  • Answer emergency (999) and non-emergency (101) calls with empathy and professionalism.
  • Use structured questioning to assess risk and gather vital information.
  • Record incidents accurately using force systems using recognised risk assessment tools (National Decision Model and THRIVE).
  • Provide reassurance and guidance to callers in high-stress situations.
  • Escalate incidents appropriately and liaise with internal teams.
Dispatch
  • Deploy police resources to live incidents using multiple systems and CCTV feeds.
  • Make rapid decisions using recognised risk assessment tools (National Decision Model and THRIVE).
  • Liaise with officers on the ground and ensure accurate, timely updates.
  • Monitor and manage multiple incidents simultaneously.
  • Maintain clear communication with internal teams and supervisors.
Salary:

Up to 33.79% on top of baseline salary with a 24/7 shift pattern -
  • 6 on 4 off, early/late/night shifts or
  • 3x3x3 shift pattern.
You will be aligned to one of these shift patterns based on what is required by Force Contact department at the time of hire.

What We're Looking For
  • Excellent verbal communication, listening, and teamwork skills.
  • Ability to remain calm and focused under pressure.
  • Strong multi-tasking, system navigation, and attention to detail.
  • Minimum typing speed of 35 words per minute.
  • Confidence to challenge and escalate appropriately.
  • Willingness to work a 24/7 shift pattern (including nights, weekends, and bank holidays).
Desirable Attributes
  • Previous experience in customer service, emergency services, healthcare, or dispatch environments.
  • Familiarity with control room systems, CCTV monitoring, or safeguarding indicators.
  • Understanding of police procedures, incident grading, and vulnerability management.
  • Ability to manage emotionally challenging conversations with professionalism.
Training & Support
  • 13-week structured training programme covering call handling, dispatch scenarios, system navigation, and control works.
  • Ongoing mentoring and resilience support.
  • Access to occupational health and mental well-being services.
Why Join Us?
  • Make a meaningful impact in your community every day.
  • Work in a fast-paced, supportive, and dynamic environment.
  • Comprehensive benefits including pension, Blue Light Card, and employee assistance programme.
Application Process
  • Online Application & Paper Sift
  • Online Assessment
  • Assessment Centre - Includes mock 999 calls, dispatch scenarios, and team exercises.
  • Interview - Assess motivation and role understanding.
  • Medical & Vetting
Important Notes
  • This is a full-time role.
  • Candidates must pass all training phases to progress.
  • Reasonable adjustments available upon request.
Prospective officers and staff must be held to a higher standard of behaviour and accountability than members of the public, and that therefore their right to privacy can be fettered in certain circumstances. This is to ensure that members of the police are fully aware and accountable for the unique powers entrusted to them and the standards of professional behaviour they swear to uphold.

Vetting

Successful applicants will be required to pass Recruitment Vetting and Counter Terrorism Clearance scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process.

Medical

Appointment to this role may be dependent upon successfully completing medical checks, which may include a drugs test and if required a fitness test.

Diversity & Inclusion

West Midlands Police is a Disability Confident Leader and committed to building a diverse and inclusive workforce. We welcome applications from all backgrounds and experiences.

About Us

West Midlands Police is the second-largest police force in the country, serving the three major cities of Birmingham, Coventry, and Wolverhampton, alongside the districts of Sandwell, Walsall, Solihull, and Dudley.

Against this backdrop, the force handles more than 2,000 emergency calls every day, while patrolling the streets and responding to incidents 24 hours a day, seven days a week. We have made significant improvements in reducing overall crime, improving call response times, and increasing arrest rates. This work can only continue with the right people, therefore as an employer of choice, we are looking for the right people who can serve and protect our communities.

  • Transferee - Force Contact Dispatch Officers

    1 week ago

    Birmingham, Birmingham, United Kingdom West Midlands Police Full time £30,000 - £50,000 per year

    DescriptionWest Midlands Police is actively recruiting Transferees to come and work in our state of the art force control room located at C3;Park Lane - Aston - Birmingham.This is a fantastic opportunity for current Constables to transfer and join a high performing team who dispatch resources to Emergency and Priority calls for service across the West...

  • Welfare Officer for the Armed Forces Community

    1 week ago

    Birmingham, Birmingham, United Kingdom St John and Red Cross Defence Medical Welfare Service Full time £25,000 - £40,000 per year

    An exciting opportunity has become available; do you want to make a real difference to the lives of people who have served in the armed forces and their families? We are looking for someone with strong interpersonal skills, able to work as part of a team and independently, who is compassionate and enthusiastic about supporting the armed forces' community. If...

  • Contact Centre Associate

    1 week ago

    Birmingham, Birmingham, United Kingdom TipTopJob Full time £10,000 - £15,000 per year

    Step into a role where your customer:centric mindset will be celebrated and rewarded as you join a forward:thinking company that places its customers at the heart of everything they do. As a Contact Centre Associate, you will have the opportunity to make a meaningful impact, providing world:class service and contributing to the companys growth and...

  • Contact Centre Team Leader

    2 weeks ago

    Birmingham, Birmingham, United Kingdom AXS UK Full time £30,000 - £60,000 per year

    Do you love working in customer service?Want to work at a company recently named in The Sunday Times Best Places to Work 2024?AXS, a leading global ticketing, data, and marketing solutions provider, are hiring a Contact Center Team Leader for their offices in Birmingham.You willensure excellent customer service across multiple channels, such as phone, email,...

  • Centre Assistant

    1 week ago

    Birmingham, Birmingham, United Kingdom Stoke Chiro Spinal Health Centre Full time

    Join Our Welcoming Community at Stoke Chiro Spinal Health CentreAre you passionate about creating positive first impressions and contributing to a team that values community and well-being? We're seeking a professional and approachable Front Desk Receptionist who thrives in a dynamic, people-focused environment. As the face of our clinic, you'll play a vital...

  • Design Out Crime Officer

    2 weeks ago

    Birmingham, Birmingham, United Kingdom West Midlands Police Full time £40,000 - £70,000 per year

    Applications are invited for the post of Design Out Crime Officer (DOCO). The role is key in the force's delivery of Designing Out Crime and Crime Reduction. It is a Specialist Role in Policing set out by the NPCC.The UK Police Service has a number of specialised Designing Out Crime Officers (DOCOs) whose role is to provide specialist security advice and...

  • Design Out Crime Officer

    2 weeks ago

    Birmingham, Birmingham, United Kingdom West Midlands Police Full time £40,000 - £70,000 per year

    Applications are invited for the post of Design Out Crime Officer (DOCO). The role is key in the force's delivery of Designing Out Crime and Crime Reduction. It is a Specialist Role in Policing set out by the NPCC.The UK Police Service has a number of specialised Designing Out Crime Officers (DOCOs) whose role is to provide specialist security advice and...

  • Design Out Crime Officer

    1 week ago

    Birmingham, Birmingham, United Kingdom West Midlands Police Full time £40,000 - £70,000 per year

    DescriptionApplications are invited for the post of Design Out Crime Officer (DOCO). The role is key in the force's delivery of Designing Out Crime and Crime Reduction. It is a Specialist Role in Policing set out by the NPCC.The UK Police Service has a number of specialised Designing Out Crime Officers (DOCOs) whose role is to provide specialist security...

  • HR Officer

    1 week ago

    Birmingham, Birmingham, United Kingdom West Midlands Police Full time £25,000 - £40,000 per year

    Job DescriptionHuman Resources Officer (People Services Function)Job OverviewThis is an entry-level position within the People Services function, which plays a crucial role in supporting and implementing people strategies in alignment with the WMP (West Midlands Police) People Strategy, Vision, and Values. The HR Officer will support the strategic objectives...

  • Centre Administrator

    7 days ago

    Birmingham, Birmingham, United Kingdom JLL Full time £25,000 - £40,000 per year

    JLL empowers you to shape a brighter way.  Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where...