Contact Management Operator
Find your place…Where you can make a difference when it truly matters!
Being a Contact Management Operator means you are the first point of call for the public when they need us the most.
You’ll be dealing with often emergency situations, identifying, and assessing the risk, protecting the vulnerable and preventing harm. You will encounter distressing, life-threatening, and sad situations, where your adaptability and calm approach will be vital.
No two days will be the same and what you do will play a vital role in helping keep our communities safe. Whether you’re dealing with reports of missing people, road traffic collisions and crimes in action, you’ll be trained and resilient to step into action and help!
What you’ll be doing
- Working across the Force Control Room with police officers and staff, you will ensure that all 999/101 emergency/non-emergency calls are answered promptly and professionally and accurately recorded.
- You will be talking to people in potentially dangerous or vulnerable situations, staying calm and providing the most appropriate response.
- You will be effectively managing operational policing incidents ensuring that adequate resources are deployed as quickly as possible.
- Talking to callers to establish the severity and nature of incidents and commence an incident log using the force’s command and control system
The must haves
- You will be an excellent communicator, able to listen and extract information quickly and initiating appropriate action.
- Ability to deal with conflict, emergency, or stressful situations, remaining calm under pressure offering reassurance.
- You may have experience of customer service or have previously worked in a customer facing role; however, it is your attitude and life experiences that will help you to excel in this position.
What’s in it for you?
At Derbyshire Constabulary, we aim to create an environment that puts people first. We want you to feel supported in everything you do, so you can give your very best. What’s more, we have a range of reward and benefits that if you join us you could enjoy.
Salary: circa £35,000 pro rata including allowances and enhancements.
- This is made up of a basic salary of £25,626 and shift and weekend allowances ranging from 14% to 20%, depending on the shifts worked.
- For part time hours the salary will be calculated on a pro-rata basis, this is based on the number of hours for the vacancy.
We are a busy, collaborative, and supportive team, we find our roles incredibly rewarding and we hope you'll join us.
Shift Patterns and Training
Classroom training will be for 6 weeks, and you will be working Monday- Friday 8am - 4pm. This will be followed by a further 6 weeks of partaking in a Learning Hub within the control room answering emergency and non-emergency calls. A team of tutors will support you during this phase until you are competent to work independently. This will take place Monday-Friday working between the hours of 8am - 10pm. Please note annual leave is restricted during this period (no holidays can be taken during the first 12 weeks).
- 24-hour, 7 day a week operation.
- Full time hours will a rotating shift pattern of 4 days on and 4 days off which includes evenings, nights, and weekend shifts (Example of hours - 9am-9pm, 7am-7pm / 7pm-7am, 3pm-12 midnight)
- Part time hours (up to 25 hours per week) various working patterns are available
What’s Next?
Please Click one of the links below to register for our upcoming Contact Handler Webinars where you can hear more about the role, ask questions and prepare your application:
15th November - Spotlight on Contact Management Operators - Shared HR Service Centre
21st November - Spotlight on Contact Management Operators - Shared HR Service Centre
- To support you with your application we have provided some application guidance and our recruitment process.
- Vacancy closed on Sunday 24th November 2024 at 23.55.
Who we are
Here at Derbyshire Constabulary, Police doesn't have to mean patrolling the streets. Just as important as our uniformed officers is our tenacious team of professional and support staff working behind the scenes. It’s these skilled people, people like you who contribute to the policing of Derbyshire.
To understand how you can make Derbyshire safer together visit our careers website.
We welcome applications from individuals from all backgrounds and encourage anyone who has considered a career in policing to apply. We’re particularly keen to increase the number of females and candidates from black and minority ethnic communities and the LGBT community, so that we can truly reflect the communities that we serve in.