Contact Management Centre Officers and Police Controllers – Hampshire and Isle of Wight Constabulary

We are holding online awareness sessions to give potential applicants a chance to find out more about these two roles within Contact Management. The sessions will provide you with information and an insight into the role, the duties, and the expectations. You will also receive information on the recruitment process. 

If you consider yourself a resilient individual who likes to be challenged and has good communication and people skills, and are looking for a highly rewarding role where no two days are the same, then book your space on one of our awareness sessions to find out more.

The role of Contact Management Centre Officer is based at Southampton Central Police Station, and the role of Police Controller is based at Netley. Both of the roles are full-time and permanent. On successful appointment into this role, you will be able to submit a flexible working request to start after the training period. However, there is no guarantee that your request will be approved (in these cases, we will endeavour to find a solution which works for all parties). Please note that you will be required to work the full-time standard shifts during the training period which will be approximately 12 weeks.

The starting total salary for this role is £35,000. This is made up of a basic salary of £26,106 and shift and weekend allowances of 20%. On completion of initial training and becoming an independent Call Handler (expected to be at around the 12-week point), the basic salary for this role will increase to £29,109, giving a total salary of £39,000.

If you are interested in applying for one of these roles, please click on the below link of your preferred date to book a space on the awareness session via Eventbrite. Please note that you only need to book on to one session.

Thursday 27th March 2025 at 11:30am: https://www.eventbrite.com/e/contact-management-awareness-session-27th-march-2025-tickets-1273742280449?aff=oddtdtcreator

Friday 28th March 2025 at 11:30am: https://www.eventbrite.com/e/contact-management-awareness-session-28th-march-2025-tickets-1273757435779?aff=oddtdtcreator

The Microsoft Teams links for the sessions are available in the Events Summary pages. Please ensure you keep the link to your booked session safe. If there are no available spaces on your preferred date, please send an email to police.recruitment@hampshire.police.uk.

Please DO NOT submit an application form to this advertisement. You will be able to submit an application after you have attended an awareness session and you have received an application link from us. 

Please note that if your application is successful, the earliest you will start in role is November 2025, however, we cannot guarantee an November start date.

About the role of Contact Management Centre Officer

As a Contact Management Centre Officer, you will be on the front line of policing and responsible for receiving emergency 999 and non-emergency 101 calls from members of the public. You will need to apply an investigative mind set to;

• Complete detailed crime reports, ensuring all lines of enquiry are considered;
• Risk assess police incidents, prioritise deployment of resources and dispatch police resources via the radio;
• Create incidents for deployment by the Police Control Room;
• Handle a wide variety of enquiries from telephone and online contact; and
• Ensure the public receives the required help and support, whilst handling sensitive and upsetting matters with empathy and a calm attitude.

Please click this link to view the full role profile: Contact Management Centre Officer

About the role of Police Controller

As a Police Controller, you will be on the front line of policing and responsible for receiving emergency 999 calls from members of the public and dispatching Officers to the scene. You will need to apply an investigative mind set to;

• Risk assess police incidents, prioritise deployment of resources and dispatch police resources via the radio;
• Communicate with Officers via the radio and provide them with information and support;
• Receive emergency 999 calls;
• Accurately record information; and
• Ensure the public receives the required help and support, whilst handling sensitive and upsetting matters with empathy and a calm attitude.

Please click this link to view the full role profile: Police Controller

The standard shift pattern for both roles is 6 days on and 4 days off on a rotating 20 week pattern (averaging at 37 hours per week). Shifts are generally 10 hours long with a 1-hour meal break and example hours are; 0700-1700, 1200-2200, 1700-0300 and 2200-0700. However, you may work any variation of a 10 hour shift depending on our demand and resource levels.

Benefits of working for Hampshire and Isle of Wight Constabulary

In addition to the competitive salary and highly rewarding career, our benefits include, but are not limited to;

• Competitive pension scheme;
• Generous annual leave allowance;
• Retail, food and leisure discounts through Hampshire Police Leisure & Sports and Blue Light Card;
• Excellent wellbeing support;
• Gym facilities at a number of our buildings; and
• Fantastic career progression including development and secondment opportunities.

What does it take to work in Contact Management?

To succeed in this role, it is important that you have the following qualities;

• Able to remain calm and level-headed in high pressurised situations;
• Confident making difficult decisions;
• Able to manage multiple demands;
• Able to communicate clearly; and
• Resilience.

Role specific training and support

Our roles are pivotal in helping us to achieve our Force Priorities of Relentlessly Pursuing Criminals, Putting Victims First and Delivering Exceptional Local Policing. Your training course will therefore be fast-paced and is designed to equip you with the knowledge and skills needed to excel in your role.

• The initial 5-week training period is classroom based and will include inputs on our computer systems and theory-based topics. This phase will be completed Monday to Friday, 0900-1700, so no shift allowances will be paid.
• You will then progress to a tutoring phase, taking live calls with the support of a dedicated tutor for up to 6 sets of shifts.

The Emergency Services Call Handling Apprenticeship is an additional benefit of the role and is open to all new starters who do not have prior experience of working in an emergency call handling environment. The Apprenticeship will be completed during work time and will take approximately 13-18 months to complete. On successful completion, you will receive a nationally recognised certificate in Contact Handling.

Application criteria

There are no essential education requirements for this role but it is desirable that candidates are educated to QCF Level 2 or higher in Maths and English.

Candidates should have good customer service, communication and typing/IT skills.

You must be 18 years or older to apply for this role and appointment will be subject to satisfactory clearance of pre-employment checks.

If you have previously been unsuccessful for a role within Contact Management, you must wait 3 months before reapplying.

Returning to the role of Contact Management Centre Officer or Police Controller

If you have previously worked for HIOWC as a CMC Officer or Police Controller and wish to re-join us, please send an email to police.recruitment@hampshire.police.uk stating that you wish to re-join and include the following information: the date on which you left employment, your collar number, what shift you were on, and who your Line Manager/Supervisor was.

Your eligibility to bypass the recruitment process/initial training as a re-joiner will then be assessed and someone will be in contact with you to provide an update on your application. 

If you would like to have an informal discussion about these roles, please contact the Recruitment Team on police.recruitment@hampshire.police.uk or 023 8045 1611.