Essex FCR - Contact Handler - Full Time

Posted on 13th Nov 2021

Essex FCR - Contact Handler - Full Time

Contact Handler

Full Time Opportunities (average of 37 hours per week), working a rotating shift pattern of 6 on 4 off (2 early's, 2 lates and 2 nights), covering a 24 hour period 7 days a week, based in Chelmsford.


Starting salary £19,452, rising to £20,199 as you progress through the levels within the control room, plus 20% shift allowance, plus additional weekend working enhancements.


About the role


In this role you will be receive and record all emergency and non-emergency communications to Essex Police (including telephone and digital). You will assess all contact, grading incidents in accordance to Force policy; assessing the need for police to attend or referring to other departments and agencies as required. Help Essex Police to identify threat, harm and risk in order to protect the public and detect and deter crime.


What will you be doing?


  • Receive communications from the public in both emergency and non-emergency situations, identifying threat, harm and risk through effective questioning, assessing available options and deciding on the most appropriate action to be taken.
  • Gathering sufficient information from the caller in respect of the circumstances in order to grade the call and fully inform the police response
  • Ensure all callers are offered advice and support


What qualifications do you need?


  • Excellent Communications Skills – written and verbal
  • Excellent Customer Service Skills
  • Excellent Typing and IT Skills
  • Ability to work as an individual and as part of a team
  • Ability to work under pressure, prioritise workloads and meet tight timescales
  • Ability to make key decisions quickly and accurately
  • Understand the importance of honesty and integrity
  • Awareness of diversity in the community 
  • GCSE or equivalent pass in English or be able to demonstrate relevant experience gained within a work-based setting


Please click here to view the full job description.


A notice will be posted a week prior to any closing dates in the future.


All of our posts require a level of vetting and security clearance.  During the recruitment process you will be sent vetting information forms to complete. 


Essex Police welcomes applications regardless of age, disability, marital status (including civil partnerships), pregnancy or maternity, race, religion or belief, sexual orientation, transgender, sex (or gender), employment status.


Please let us know if you require extra support at any stage of the application process, or for further information regarding this position, please email us at stating ‘Application Support and Adjustments’ in the title of your email. Alternatively, you can call us on 01245 452833.

Where appropriate we will make adjustments to the selection process, working arrangements and/or the working environment provided it is reasonable in all the circumstances to do so.


This post is open to British Citizens, members of the EC or other states in the European Economic Area. If you are a Commonwealth citizen or a foreign national, you must be a resident in the UK free of restrictions and with indefinite leave to remain in the UK. All applications must have lived in the UK continuously for the past three years.


Essex Police is an equal opportunities employer. Communications may be recorded for monitoring purposes.


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