Contact Resolution Officer - 999 Call Handler
Contact Resolution Officer
Grade C £26,106 - £28,653 (pro rata for part time hours)
Variable Shift patterns.
Shift allowance applicable to shift pattern one completion of full-time training
Location: Bridle Road
Find your calling….. Would you excel in an opportunity to help protect our Merseyside Communities?
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, a burglary, an incident, or supporting someone in crisis, our Contact Resolution Officers (who you may know as 999 Call Handlers) play a vital role in our organisation, where we strive to keep our communities safe, identifying and protecting the most vulnerable, preventing crime and pursuing offenders.
The role of a Contact Resolution Officer
About the Role: As a Contact Resolution Officer, you will be the first point of contact for emergency and non-emergency calls. Your primary responsibility is to obtain accurate information from callers, provide reassurance to enable you to either resolve their issues or to allow our Police Officers to effectively deal with incidents. This role requires excellent communication skills, empathy, and the ability to remain calm under pressure.
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.
Requirements for the role:
- Strong communication and interpersonal skills.
- Ability to remain calm and composed in high-pressure situations.
- Empathy and the ability to provide reassurance to callers.
- Computer skills and the ability to input data accurately.
- Flexibility to work various shifts, including nights, weekends, and public holidays.
Our lines operate 24/7, 365 days a year, and the team are 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 view 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 HERE
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 £19,000 per year inclusive of an 18.5% equalisation allowance.
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.
If you would like to learn more about the role, you will be invited to attend an information seminar on 13th March upon submission of application
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 various intakes throughout the year.
• Stage One – Online Application and supporting evidence document – this will be sifted against the eligibility criteria and if successful, you will be progressed to the next stage
Please download and complete the supporting evidence document which asks you 2 questions in line with a Role Model for Standards and Values on our Leadership Framework Please answer the questions to the best of your ability using real life examples. Please keep your answers to 250 words per answer. Please upload your supporting evident document in the ‘qualification upload section’. You may also add a CV. If you have any issues completing or uploading this document, please contact careers@merseyside.police.uk
• 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 - these are currently during standard business hours week commencing 17th March
• 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 click HERE for the job description
Please click HERE to view our part time shifts
Please click HERE to download the supporting evidence document.
Please click HERE to download our Leadership Framework
Please provide 5 years employment/education history explaining any 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, once we have conditionally offered you the position.
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