Call Handler and Control Room Triage Operators
Call Handler Salary: Scale 3 £24,222 – £25,626 per annum plus a 14% shift and 15.9% weekend working allowances.Control Room Triage Operators: Scale 2 £23,748 per annum plus a 12.5% shift allowance.
Location: Police Headquarters, Aykley Heads
Hours/Contract: Call Handler: 37 hours per week
The Role of Call Handler
Looking for an exciting change in career working on the frontline of policing?
One where you don’t know what the next call could bring?
Do you want to be the voice that can help in someone’s time of need?
Durham Constabulary is looking to recruit Police Call Handlers to work within our Force Control Room at our Headquarters, Aykley Heads, Durham in 2026.
Our Call Handlers answer all calls for service to the Constabulary including, 999, 101 and other non-emergency calls and any contact made via other means, such as Email and Live Chat.
What You’ll Do
As a Police Call Handler, you will perform one of the most demanding roles in the modern police force and one which is key to inspiring satisfaction and confidence in the community.
It will include….
Answering 999 and 101 calls and obtaining essential information from members of the public reporting crimes and incidents.
Risk assessing to determine the speed and nature of the police response.
Speaking to distressed and vulnerable members of the public.
Recording all information accurately
Providing members of the public with advice and guidance delivering excellent standards of customer service.
Excellent interpersonal and communication skills are essential together with the ability to obtain relevant information and relay concise and accurate messages. Enhanced computer / keyboard skills e.g. ability to use database systems which require accurate data input, are also essential.
Successful candidates will be expected to work a range of day and late shifts as per the targeted hours shift pattern (See section 15 of the Terms and Conditions).
You will be required to successfully complete an initial training and mentoring period during which you will be expected to complete a performance tracker to demonstrate competence. This period is for a maximum of 16 weeks and continued employment is subject to the successful completion of the performance tracker.
It is important to know that you will be working in a dynamic environment dealing with a wide variety of situations daily and managing calls from people who may be distressed or vulnerable. You must be able to work and make decisions under pressure, displaying high levels of emotional resilience to be able to deal with real time emergency situations
What You’ll Bring
Education for Call Handler post:
4 GCSEs including English Language or Literature (Grade 9 to 4/ A to C)
At least 1 year’s previous customer service skills
.
The role of Control Room Triage Operator
What You’ll Do
An exciting opportunity has become available within Durham Constabulary to join as part of our Control Room Triage Team.
You will provide an effective telephony service to all external and internal customers to assist the Communications Department to meet its service level agreements and performance indicators.
You will also be required to update relevant Durham Constabulary internal databases, signpost to other departments and agencies and offer advice
Education for Control Room Triage Operator:
At least 3 months customer service experience
If you hold a higher qualification than those required above or minimum 5 years relevant experience, please evidence this on your application and it will be reviewed by our recruitment team.