Role: Contact Officer (101/999 Call Handler)
Department: Force Control Room
Scale: SC3/4
Salary: £26,703 – £29,859 (Plus 20% Shift allowance and weekend working which increases the salary to approximately £35,000 - £39,000 – after training and joining your shift pattern)
Location: Melton 2, Wyke Way
Hours: 37 Hours per week (Full/Part Time) Shift pattern
Contract: Permanent
(We are advertising for succession planning – for future vacancies in 2026)
Our recruitment window is now open for Contact Officers to join Humberside Police.
Humberside Police have the best performing Force Control Room in the country.
The Contact Officer role is one of the most important positions in Policing. You will be at the heart of our Force Control Room, acting as the first point of contact for all our 999 emergency and 101 non-emergency calls, making it hugely challenging but very rewarding at the same time.
The role is ideal for someone who has a calm head under pressure, a real eye for detail and someone who is accurate when it comes to capturing and processing information. Contact Officers must make split second decisions based solely on what we have been told by someone on the other end of the phone who may be injured, distressed, or involved in an ongoing crime where time is very much of the essence.
To be considered, you must have experience of communicating effectively with people at all levels, often in distressing, delicate or confrontational situations. You must also have experience of working in a customer-orientated environment. Ideally, you will have experience of working in a secure/confidential environment.
Shift Pattern:
Initial training will consist of working office hours Monday to Friday.
You will then be placed on shift and be expected to work a shift pattern, which covers 24 hours a day / 7 days a week / 365 days a year. The shift pattern covers 24 hours ‘4 on / 4 off’ shift pattern with 20% shift allowance plus weekend working allowances.
(Attached is an example shift pattern)
The role carries a two-year tenure, during this time you will not be eligible to apply for any vacancies advertised within Humberside Police.
Key Responsibilities:
- Meeting the needs and expectation of individuals by providing appropriate help and advice, taking all concerns seriously and explaining what will be done to address them, including whether any further actions will be taken and why.
- Assesses situations, draws logical conclusions from the information available and uses judgement and knowledge to identify the best available options in accordance with the THRIVE Decision Making model interpreting daily the coding and counting rules for crime reporting and incident recording.
- Receives and responds to incoming contacts directed to the Force Control Room via any source including 999 emergency, non-emergency, and all other contact types. Ascertains the purpose and nature of each contact eliciting relevant and sufficient information to enable an accurate and timely assessment of appropriate means of resolution.
- Records details of information received, advice given, and action taken directly onto Force IT systems in accordance with NSIR standards.
- Interrogates Force systems to provide accurate and relevant supporting information, to assist in the decision-making process, ensuring all activity is in accordance with the Data Protection Act.
- Undertakes slow-time enquiries and investigations to enable effective resolution or allocation as required, including liaison with outside agencies, and making relevant follow up calls.
What the role requires:
- A good standard of education sufficient to meet the requirements of the role.
- Awareness of the Data Protection Act and GDPR.
- Experience of communicating effectively with people at all levels, often in distressing, delicate or confrontational situations.
- Experience of working within a telephony-based customer service environment.
- Excellent communication skills with the ability to question telephone callers in a thorough, organised, and effective manner.
- Able to resolve routine and non-routine matters but possesses an understanding of when to refer matters to a supervisor.
For further information relating to the role and tasks of this position please refer to the attached role requirement.
Progression:
Our Call Handlers are trained to perform numerous roles within the Force Control Room.
There is opportunity to progress in this role to the role of Dispatcher, a fast-paced role in which you prioritise incidents and direct officers and resources according to priorities in a timely manner. The role of Dispatcher is a great opportunity as well as a big responsibility, you are expected to dynamically assess demand, considering risks whilst effectively dispatching resources to priority incidents. This role is available to experienced Contact Officers in-force.
After some experience in the Control Room, you may wish to move into supervision. As an FCR Supervisor, you will supervise a professional multifunctional communication service to the public, partners, and members of the police service. You will supervise the dispatch, contact handling and crime resolution of the FCR.
Whilst the above is specific to the Control Room, there are lots of other opportunities that become available once you are an Internal member of the Humberside Police family.
Perks of working for Humberside Police:
We offer great perks and professional development At Humberside Police.
Our Police Staff work extremely hard which is why we are also proud to offer a host of reward and recognition schemes including the Cycle to Work Scheme, free onsite gyms and health schemes.
Further Perks:
- Generous annual leave allowance
- Training and development opportunities
- Coaching & Mentoring Scheme
- Access to a range of occupational health facilities (Discounted Healthcare, 1st year free and 2nd year subsidised)
- Employee assistance service (accessible 24/7)
- Generous pension scheme
- Blue Light Discount
- Free on-site car parking
- Humber bridge tag (If travelling from the Southbank)
Follow the link to watch our force film! We are Humberside Police
Pre – Employment Checks and Eligibility:
- Internal applicants MUST have completed a successful probationary period and tenure (if applicable) before applying for another role within the force.
- Applicants must meet the minimum requirement checkable history criteria of at least 3 years continuous residency in the UK to apply for roles with Humberside Police.
- Successful candidates will undergo a vetting procedure pre-requisite of employment. (Please note, with holding any information asked by the vetting department, may delay the vetting procedure, or result in your vetting been refused and the offer of employment been withdrawn)
- Tattoo’s will be reviewed as a part of the recruitment process to ensure we maintain a level of professional standards and to make sure the images do not cause offence or are unacceptable.
Contact point for applicants:
If you have any questions regarding the recruitment process, please contact us at recruiting@humberside.police.uk
How to apply for the role:
To apply for the role, please click the ‘Apply’ button below.
Closing Date: Sunday the 5th of April 2026 at 23:55
Info about Eligibility Event / Online Workshop: We will be hosting FCR showcase events throughout the recruitment window – further details will be shared once confirmed.
It is not likely that closing dates will be extended, other than in exceptional circumstances and would need to be with the permission of the Recruitment Manager and Line Manager of the role.
The Recruitment Manager can authorise to close any vacancy before the closing date stated on the advert.
Attachments:
- Role Requirement
- Guidance for completing your application.
- Bank of Adjustments
Humberside Police welcome applications from underrepresented communities. For further information on positive action within Humberside Police, please visit the positive action page:
Diversity and positive action | Humberside Police
Bank of Adjustments:
The attached Bank of Adjustments provides examples of reasonable adjustments you can request during the application and interview stages of the recruitment process. We recommend you read prior to applying and advise us of any adjustments that will allow you to perform at your best during the recruitment process and subsequently in role. We encourage you to include any Reasonable Adjustment support within your application form, alternatively please contact recruiting@humberside.police.uk who will support.
