Trainee Contact Management Centre Officer: Oxford - Kidlington (999/101 Call Handler)
Are you looking for a job role where no two days will be the same? Where you will help provide a vital service to the public, which will often be in situations when they need it the most? If so Thames Valley Police are looking to recruit you to join the fast-paced world of the Contact Management Centre.
As a Trainee Police Contact Management Centre Officer you will deal with 999 and 101 calls from members of the public in one of our control rooms, which operate 24 hours a day, 365 days of the year. As the first point of contact to all incoming calls you will need to reassure the caller whilst gathering as much information as possible, to help our Police Officers deal with emergency situations and make your neighbourhood safer.
You will receive structured on and off the job training, personalised tutoring and all the encouragement and support you need through our comprehensive apprenticeship programme (Emergency Service Contact Handler Apprenticeship). This will result in you being able to appropriately respond to incoming calls and evaluate the urgency and of an incident in what can be a life critical situation. On successful completion of the program you will be confirmed in post, receive a nationally recognised certificate in contact handling as well as receiving an increase in pay.
A successful candidate will be resilient, reliable and able to cope in a pressured environment with the ability to remain calm in a variety of situations. You must be able to use your own initiative and professional judgement to solve problems and identify risk and vulnerability. An ability to be able to listen and question well, displaying empathy and tact is also essential. A good aptitude to navigate IT systems is required along with a willingness to learn bespoke in house systems. Prior to interview you will be required to take an operator test which will include the ability to type 28 words per minute.
Good standard of verbal and written English with strong communication skills and a good standard of numeracy are essential for the role. English and Maths GCSE A-C are desirable on entry, so proof of attainment will be requested. Successful applicants without these GCSEs will be offered support to achieve an equivalent level of qualification in these subjects (functional skills level 2) during the first 12 months of employment in order to achieve the apprenticeship qualification.
Providing you are over the age of 18 we encourage applications from all age groups and demographics.
If you have recent experience of an emergency service contact handling environment (through working for an Ambulance Service, Fire Service, Police Service or the Maritime and Coastguard Agency) or have significant experience of responding to emergency service incidents which have been referred from an emergency service contact centre e.g. role of Police Officer, Special Constable Paramedic, Fire Fighter please complete the Emergency Service Contact Handler Transferee application form instead.
Part-Time /Flexible Shifts are available, however please note that training will be delivered on a full time basis.
Please note if you have been interviewed and were unsuccessful for the Trainee Police Controller role you must wait six months prior to reapplying. If your Trainee Police Controller application is successful, you will need to complete 12 months in this role before you could apply for other internal vacancies. Only one application at a time is accepted for the Trainee Police Controller/ Police Contact Centre Officer role so please do not apply for multiple vacancies/locations. If you have any queries please contact People Services Recruitment on 0845 2 66 66 77 (internal 301 6500) or email recruitmentstaffCM@thamesvalley.pnn.police.uk .
The closing date for enquiries and receipt of completed applications is Sunday 31st March 2019.
Please be aware that we will be advertising on a rolling recruitment basis and should you be successful you will be placed into a recruitment pool. Once vetting and medical clearances have been received you will be placed into the next available intake, which will be from July 2019 onwards.
Due to the 24/7 fully rotational shift pattern you must have the capability to travel to different locations across the Force as public transport may not be available or suitable at these times.
Events: We run regular recruitment events at our Contact Management Centre in Kidlington. These are a fantastic opportunity to learn more about the role and ask any questions you might have. To book your place on one of the events, please email: ContactManagementRecruitmentEventKidlington@thamesvalley.pnn.police.uk The next events are as below:
Saturday 23rd March 1000-1200hrs
Thursday 11th April 1830 – 2030hrs