Contact Officer

Role Overview

Are you calm under pressure, customer-focused, and passionate about helping people? We are looking for friendly, resilient individuals to join our Contact Resolution Centres in Plymouth and Exeter as Contact Officers.

As a Contact Officer, you will be the first point of contact for members of the public, handling both emergency and non-emergency calls. You will gather vital information quickly and accurately, providing a professional, empathetic, and reassuring service to those who may be experiencing challenging or distressing situations.

No two calls are the same, making this a varied and rewarding role where you will make a genuine difference to the communities we serve.

What We Are Looking For

We are seeking individuals who:

• Are confident communicators with excellent customer service skills.
• Remain calm and professional in challenging situations.
• Can multitask and make decisions under pressure.
• Demonstrate resilience and emotional maturity.
• Are committed to delivering an excellent service to the public.
• Can work effectively within a team and independently when required.
• Are flexible and able to work a 24/7 shift pattern, including nights, weekends, and some bank holidays.
• Will be aged 18 or over by the start date of employment.

Main Responsibilities

As a Contact Officer, you will:

• Answer emergency and non-emergency telephone calls from members of the public.
• Accurately gather, assess, and record information from callers.
• Provide reassurance, support, and professional advice where appropriate.
• Identify risks and prioritise incidents effectively.
• Work closely with operational colleagues to ensure the appropriate response is provided.
• Maintain high standards of accuracy and professionalism when handling sensitive information.
• Deliver excellent customer service while managing multiple demands in a fast-paced environment.

Skills We Are Looking For

Successful candidates will demonstrate:

• Strong verbal and written communication skills.
• Excellent listening and questioning abilities.
• Good keyboard and IT skills.
• The ability to remain composed during difficult conversations.
• Strong organisational and time management skills.
• Attention to detail and the ability to accurately record information.
• Problem-solving and decision-making skills.
• Empathy, resilience, and emotional intelligence.
• A commitment to teamwork, inclusion, and public service.

Training Courses

Comprehensive training and support are provided to help you succeed in the role. Please note that the training programme is assessed throughout and is a pass or fail course. Successful completion is required to progress into the operational role.

Initial Training

• 7-week classroom-based training programme.
• Monday to Friday, 9:00am to 4:00pm.
• Delivered at Police Headquarters, Exeter.

Operational Training

• Supported operational training within the Contact Centre environment.

Further Training

• Additional 2-week classroom-based course delivered at Police Headquarters, Exeter.

Planned Training Dates:

October 2026 Intake

• Initial Training: 5 October 2026 to 27 November 2026
• Further Training: 11 January 2027 to 22 January 2027

January 2027 Intake

• Initial Training: 4 January 2027 to 5 March 2027
• Further Training: 12 April 2027 to 23 April 2027

PLEASE NOTE:

• Attendance at all training is mandatory.
  • No annual leave can be taken during training periods.
  • Candidates must be willing to travel to Exeter regardless of posting location.
  • For candidates living more than 30 miles from Exeter, a pool car, hire car, or accommodation may be available.

What You Get If You Join Us:

Salary and Allowances

• £27,204 during training.
• Up to £32,644 following successful completion of training, including a 20% shift allowance.
• Up to £2,500 additional weekend working allowance once working the shift pattern.
• Potential earnings of up to £38,330 after four years' service, including shift and weekend allowances.

Benefits

• Competitive salary with annual increments.
• 25 days annual leave, increasing to 30 days after five years' service.
• Local Government Pension Scheme.
• Subsidised gym membership.
• Blue Light Card discounts.
• Company sick pay.
• Free parking at many sites.
• Group insurance scheme.
• Employee Assistance Programme and wellbeing support.
• Ongoing development and training opportunities.

Recruitment Process

The recruitment process includes:

1. Online application.
2. Situational Judgement Test.
3. Virtual Assessment.
4. Further recruitment stages as advised during the process.

PLEASE NOTE: The Situational Judgement Test and Virtual Assessment must be completed using a laptop or desktop computer. These assessments are not compatible with tablets, iPads, or mobile phones.

For recruitment enquiries, please contact:

alliance-policestaffrecruitment@dorset.pnn.police.uk

IMPORTANT: PLEASE DO NOT CONTACT 101 REGARDING RECRUITMENT ENQUIRIES. RECRUITMENT QUERIES WILL NOT BE ANSWERED VIA 101.

 Important Information

Please read the following carefully before submitting your application:

Candidates must be aged 18 or over by the start date of employment.

This is a full-time position.

The shift pattern is fixed and cannot be adjusted. Applicants must ensure they can fully commit to working nights, weekends, bank holidays, and the required shift pattern before applying.

Flexible working requests may be considered after appointment but cannot be guaranteed and will be subject to operational requirements.

The role carries a minimum two-year tenure due to the significant investment in training. Successful candidates will not be eligible to apply for internal vacancies during the first two years of service.

Training is delivered at Police Headquarters, Exeter, and attendance throughout all training periods is mandatory.

Applicants should carefully consider the training commitments and shift requirements before submitting an application.

Apply