Contact Resolution Officer - 999 Call Handler

Contact Resolution Officer

Grade C £26,106 - £28,653 (pro rata for part time hours)

Variable Shift patterns - predominantly part time

Shift allowance applicable to shift pattern one completion of full time training

Location: Bridle Road

Find your calling….. Are you looking for an opportunity to keep your community safe?

Being a 999 and 101 Contact Resolution Officer can be challenging and no two days are the same. Whether it’s taking a report of a missing person, responding to a burglary or supporting someone in crisis; our Contact Resolution Officers (who you may know as 999 Call Handlers) play a vital role in helping keep our communities safe, identifying and protecting the most vulnerable, preventing crime and other harm and pursuing offenders.

The role of a Contact Resolution Officer

You’ll be the first point of contact for members of the public who may be distressed or agitated. The caller may be a victim of crime and you will be expected to work quickly, remaining calm under pressure and providing reassurance, all whilst gathering as much information as possible to enable you to either resolve their issues or to allow our Police Officers to deal with incidents, support victims and vulnerable people and make our communities safer.

As a Contact Resolution Officer (CRO) you will be part of a team providing an excellent service to the people of Merseyside, answering emergency 999 and non-emergency 101 calls and making dynamic decisions to determine the most appropriate response to ensure we put the community first. You will receive excellent support, training and skill development to ensure that you can be the best you can be whilst working for one of the best performing Police forces in the country.

As you can imagine, the Contact Centre operates a 24/7, 365 days a year service and you will be required to work shifts. This will include working evenings, nights, weekends and public holidays – the range of full time and part time shift patterns and number of hours are attached in the supporting documents so please ensure you have a look at this before you commit to applying. We have some limited opportunities to work full time and a wide range of part time shift patterns available which will be discussed with you closer to your offer stage. An example of these can be found on one of the links below.

Please note that even if offered a part time role there will be a requirement to work full time hours (36.5) for the first 14 weeks during your training period this will involve a mixture of classroom duties and 24/7 shifts for mentoring in the live environment before you move onto your allocated shift pattern.

The full time salary of a Contact Resolution Officer starts at £26,106 and increases each year in increments until it reaches £28,653. Your actual salary will be dependent on number of hours and shift patterns available at time of appointment and each pattern with vary in number of hours and the shift allowance (equalisation allowance) attached to it. For example, our 22 hour, part time 4 on 4 off shift pattern would give an estimated annual "take home" salary of £18,000 per year inclusive of an 18.5% equalisation allowance.

What we can offer you at Merseyside Police

Merseyside Police is a dynamic, challenging, and rewarding place to work, we take pride in everything we do. The best performing urban Force as graded by HMICFRS to date, our strategy is simply to put the communities of Merseyside first. We have a strong focus on continuous improvement in the areas we’re passionate about: ending Violence Against Women and Girls; tackling Serious Organised Crime and County Lines; strengthening our approach to Diversity and Inclusion; building trust and confidence through Community Engagement.

You’ll be working for a friendly employer who has a passion for investing in its people and creating the conditions so you can thrive and be your best self. Our rewards package includes 25 days annual leave (pro-rated), family friendly policies, and local government pension scheme and you’ll also get access to additional benefits that are unique to our organisation in the form of access to many discount schemes and networks.

Our Recruitment Process

Please find information below relating to the process and associated timescales for this campaign – please note that applications processed will be to fulfil the intakes from March 2025 onwards however this is not a guarantee that you will be able to secure a position on one of these intakes and we will discuss future start dates should you be unavailable to start at this time.

Stage One – Online Application – this will be sifted against the criteria and if successful, you will be progressed to the next stage
Stage Two – Call Handling scenario-based assessments to be held at Merseyside Police premises currently planned for various dates and if successful at the assessment, you will be progressed to Stage Three
Stage Three – Conditional offer and pre-employment checks (References, Medical checks, Vetting) - if successful, you will receive an offer of employment for one of the agreed start dates with the agreed upon hours available at time of offer.

Please provide 5 years employment/education history without gaps as part of the experience and education history section of your application form. We will use this information to obtain references with your permission.

Please click HERE for the job description

Please click HERE to view our part time shifts

If you have any questions about the role or need assistance applying, please contact careers@merseyside.police.uk

Our commitment to Diversity, Equality, and Inclusion

Building a workforce that represents our communities is important to us. Not only do we aim to attract and keep people with the best skills and highest potential, we want to attract a diverse range of individuals into our force who might not have considered a career with us before. We particularly welcome applications from Females and Black, Asian and ethnic minority candidates. To help us achieve a workforce that represents our communities, we have a dedicated Inclusion team who work to encourage people from diverse communities to build their career with our force. They also provide support and guidance throughout the job application process to candidates from under-represented groups. To find out more about the support on offer from our dedicated Inclusion team please click here or contact us at outreach@merseyside.police.uk