Contact Handler

Force Headquarters
Call Centre (Contact Management)
B - Contact Management Dept.
N/A
4

£23,100 - £25,353

Full Time
37:00
Shift Work, Weekend Working
Permanent
RV

Are you good in a crisis?
Can you keep calm under pressure?
Can you think on your feet to resolve problems?
Do you have what it takes?

We are looking to appoint resilient, compassionate, and assertive problem solvers to join our dedicated team as a Contact Handler. This is an exciting full-time opportunity in the heart of the Contact Management Department, located at Leicestershire Police Headquarters in Enderby.

Our community is incredibly diverse, so we should be, too. That’s why we’re working hard to build an inclusive workforce, where you can be yourself. Whoever you are. Wherever you’re from. We recognise that this message needs to reach talented individuals who can add diverse skills and experiences to our organisation.

If you are looking for a role that is both challenging and rewarding and a role where you can make a genuine difference to the people of Leicestershire in their time of need, every single day, then read on.

Working across the Force Control Room alongside police officers and staff, you will ensure that all 999/101 emergency/non-emergency calls are answered promptly and professionally and are accurately recorded in line with departmental and national targets and guidelines. You will receive a huge variety of calls, often challenging in nature, including reports of missing people, road traffic collisions and crimes in action, to name but a few. At times you will be talking to people in potentially dangerous or vulnerable situations and it is down to you to stay calm and determine the most appropriate response.

You will be trained and supported to effectively manage operational policing incidents, ensuring that adequate resources are deployed to provide a first-class quality service. Please note no annual leave or time off will be granted during your training programme except for exceptional circumstances. You will be required to provide any planned leave post training.

To be successful in this role, you will be an excellent communicator, especially over the telephone. You will listen and extract information quickly and accurately from callers, using this to make the right decisions at pace. You may have experience of customer service or have previously worked in a customer facing role, however, it is your attitude and life experiences that will help you to excel in this position.

We will reward you with an attractive starting salary of £23,100, during your training period. Following successful completion of your training (after around 11-13 weeks) additional enhancements to reflect the shift and weekend working will increase your annual salary to £29,043. The top scale of pay for this role is £32,127.


The role covers a 24-hour, 7 day a week shift pattern. There is a rotating shift pattern of 4 days on and 4 days off which includes evenings, nights and weekend shifts. We also offer secure on-site parking and access to an on-site 24 hour gym.

For your opportunity to ask questions about the position and learn more about the role. We are holding Webinar information sessions between the 14th of October and the 28th of October 2022.

Opportunities for this position will be available from mid 2023.

Closing date Sunday 12th February 2023 at 23:55, however, your application will be processed through to shortlisting once received.
Assessment/interview. This will involve a full day assessment and we will have availability to run these sessions 7 days a week.

This opportunity is closed to applications.