Dispatch Resolution Officer

Dispatch Resolution Officer
Response & Resolution
Grade D (£29,109 - £31,296) + Equalisation Allowance 34.38
Permanent
Full Time - Shift Worker
JCC Bridle Road

Merseyside Police

Merseyside Police is a dynamic, challenging, 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 & Girls; tackling Serious Organised Crime & County Lines; strengthening our approach to Diversity & Inclusion; building trust & confidence through Community Engagement.

We are a friendly employer with a passion for investing in our people and creating conditions for you to thrive and be your best self.

Benefits

At Merseyside Police we value our employees, and we provide ample support and training to ensure you excel in your role, alongside receiving benefits such as:

25 days annual leave plus 8 bank holidays pro rata increasing to 30 days plus 8 bank holidays after 5 years full service.
Local Government Pension Scheme with contributions from 5.5% to 11.5% depending on your salary.
Access to on-site gyms – HQ and OCC
Option to become a member of the onsite unions.
Discounts from various retailers via the Blue Light Scheme
Cycle to work scheme.
Taskers Salary sacrifice car scheme
Hybrid/Agile working (role dependant)
Support from our Health and Wellbeing Centre including Welfare Officers, Counselling, Physiotherapy and Mental Health Peer Supporters.
Generous maternity/paternity and adoption leave entitlements.
Sick pay provisions

Our commitment to Diversity, Equality and Inclusion

Building a workforce that represents our communities is important to us. We aim to attract & keep people with the best skills & 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 women and black & ethnic minority candidates.

To help us achieve a workforce that represents our communities, we have a dedicated team working to encourage people from diverse communities to build their career with us. They provide support & guidance throughout the application process to candidates from under-represented groups.

To find out more about the support on offer from our dedicated Outreach team please click here or contact us at Outreach@merseyside.police.uk

The role of a Dispatch Resolution Officer

As a Dispatch Resolution Officer with Merseyside Police, you’ll play a vital role in keeping our communities safe, you’ll be responsible for the dispatching and management of police resources to incidents that have been reported by members of the public via our 999 Contact Resolution Officers. The caller may be a victim of crime and you will be expected to work quickly, remaining calm under pressure, 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 Dispatch Resolution Officer, 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.

Please click Here for the full Job Description -

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 full time shift pattern and number of hours are attached in the supporting documents so please ensure you have a look at this before you commit to applying.

Please note that 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 Dispatch Resolution Officer starts at £29,109 and increases each year in increments until it reaches £31,296. You will also be in receipt of a 34.38% equalisation allowance (shift allowance) after training meaning for a 4 on 4 off shift pattern, you could be in receipt of approximately £39,000 per year.

Our Recruitment Process

Please find information below relating to the process and associated timescales for this campaign – please note that applications from successful candidates will be working towards a December 2025 start date 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 1 – Online Application – this will be sifted against the eligibility criteria and if successful, you will be progressed to the next stage -
Stage 2 - Shortlisting against 1000 word evidence - please use the below Job Description and Leadership Framework to write your evidence. Please upload in the qualifications or supporting evidence section before you submit your application. We aim to complete shortlisting by 29th July so please do upload.
Stage 3 – Call Handling scenario-based assessments to be held at Merseyside Police premises currently planned for 5th and 7th August. If successful, you will progress to Stage four.
Stage 4 - will be a formal interview and will most likely be held on the same day as your assessment so please be prepared
Stage 5 -– Conditional offer and pre-employment checks (Medical checks, Vetting, References - if successful, you will receive an offer of employment for the agreed upon start date with all details including training schedule and shift pattern confirmed.

Please use the below JDQ & Leadership Framework when completing your 1000 word evidence, detailing your suitability for the role.

Please click here for the full Job description

Please click here for the Leadership Framework

Please upload your supporting 1000 word evidence to the supporting documents or qualifications section before you submit your application

We aim to complete shortlisting on or by the advertised closing date for assessment and interview shortly after.

Please click HERE for an example shift pattern

A note on using Artificial Intelligence

- AI tools can be great for research and refining ideas, but we want to learn about you. If you use AI or Chatbots to help you with your application, keep these points in mind:

- AI can support research, structuring and refining your writing, but your application must reflect your real skills and experience.

- Spell-checking and condensing word counts are great ways to use AI effectively.

- Do not copy and paste AI-generated answers. This will not help you stand out in a positive way; remember we want to hear about your skills and experience.

- Providing false or insincere examples goes against our core values of honesty and integrity and may lead to your application being withdrawn or termination of your

employment.

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