Contact Management (999/101 Call Handler)

It’s the adrenaline when the call comes in; being there to make a difference. At TVP, we’re on the lookout for the listeners, supporters and the advisors, recruiting Trainee Contact Management Centre Officers (999/101 Call Handlers) and Trainee Police Controllers who can be there when people need it most.

You’ll play a critical role in our response to both emergency and non-emergency calls, providing a first class service to the public. You will be resilient, reliable and able to cope in a pressured environment – your decision making skills will be key.

You will receive a huge variety of calls, often challenging in nature. At times you will be talking to people in potentially dangerous or vulnerable situations – they may be distressed or panicked and it is down to your ability to stay calm and determine the most appropriate response.

You will receive a high standard of training throughout your career as we support you to make the most of your qualities. As part of your initial development, you will complete an Emergency Service Contact Handler Apprenticeship.

Trainee Contact Management Centre Officer (999/101 Call Handlers) and Trainee Police Controllers

What’s involved?

As a Trainee Contact Management Centre Officer (999/101 Call Handler) you will be taking down vital details from the caller. Using your initiative and professional judgement you will solve problems, identifying risk and vulnerability as well as displaying empathy and tact.

As a Trainee Police Controller you will manage radio dispatch, prioritising the deployment of resources to incidents in line with threat, risk, harm and vulnerability, ensuring that public and officer safety is maintained at all times and ensuring all necessary information and assistance is available to officers.

Eligibility

The eligibility criteria for the role includes the following:

  • competent use of IT systems and willingness to learn bespoke in-house systems able to type 28 words per minute
  • good standard of verbal and written English and a good standard of numeracy are essential for the role. English and Maths GCSE A-C are desirable
  • over the age of 18

Application process

  1. online application form
  2. application sift
  3. assessment
  4. interview
  5. vetting and medical

Apply

We are currently accepting applications for the role of Trainee Contact Management Centre Officer and Trainee Police Controller. Applicants with previous experience in an emergency service contact handling environment where you have regularly interacted with individuals of all ages are encouraged to apply as a Transferee. Please follow the relevant link below for further information and to submit your application.

Police Contact Enquiry Officers (Police Station Front Counters)

In this critical role, you will be the first point of contact for all members of the public visiting the police station.

Police Contact Enquiry Officers (Police Station Front Counters)

Dealing with a wide variety of people including victims of crime and offenders, your role will vary from offering support and reassurance to vulnerable people to reasoning and calming emotional, angry and sometimes confrontational visitors.

You will also deal with internal customers, providing a high quality customer service to all.

Attention to detail is key; in accordance with current legislation, policy and procedures you will check and record details in police IT systems. In addition, there will be general administration and the responsibility for dealing with the receipt and return of property.

You will need to be assertive and have the ability to remain calm and think logically in challenging situations. Sensitivity and an appreciation of confidentiality and diversity is equally important.

Eligibility

The eligibility criteria for the role includes the following:

  • competent keyboard skills and use of IT systems
  • good standard of verbal and written communication
  • over the age of 18

Application Process

  1. online application form
  2. interview
  3. provisional offer
  4. pre-employment checks including medical and vetting
  5. start date

Apply

For further information and to apply for a Police Contact Enquiry Officer role, please visit our vacancies portal.