Job details

Contact Management Operator

Location: Force Headquarters

Salary: £24,462 - £29,874

Contract: Permanent

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Closing date: 30th April, 2024

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Would you like to be at work for only half the year?

Will you be there in someone's genuine time of need?

Are you seeking a hugely rewarding new career, where you will make a difference to the residents of Derbyshire every day?

If you've said YES to these questions, you could soon be managing our 999 and 101 calls, or dispatching teams to serious incidents.

We are looking to appoint resilient, compassionate, and assertive problem solvers to join our dedicated team as a Contact Management Operator. This is an exciting opportunity in the heart of the Contact Management Department, located at Derbyshire Police Headquarters in Ripley.

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.

Our Contact Management Operators are assigned to one of two main areas, contact handling and radio dispatch. Following your basic training, you will be allocated to one element initially, however you will receive ongoing training to become multi-skilled in both areas as your career progresses.  We are a busy, collaborative team, supportive and hard working, and we find our roles incredibly rewarding.  We'd be delighted to receive your application to join us.

Key Accountabilities

  • To liaise with other members of the force for calls requiring their ownership and attention, and to transfer telephone calls to appropriate extensions (including voice mail extensions).
  • Emergency/Non-Emergency Calls: to interrogate the caller to establish the severity and nature of incidents and commence an incident log using the force’s command and control system populating the call card and incident log accurately and in a timely manner.

The must haves

  • To be qualified to GCSE Grade C or equivalent in English Language or have 12 months’ work experience requiring the use of English Language to that standard.
  • 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.

What’s in it for you?

At Derbyshire Constabulary, we aim to create an environment that puts people first. We want you to feel supported in everything you do, so you can give your very best. What’s more, we have a range of reward and benefits that if you join us you could enjoy.

Shift Patterns and Training

Training will be for 4 weeks, during which you will be working Monday- Friday 8am - 4pm.  This will be followed by a further 4 weeks of tutoring, on a shift pattern, where you are performing the role but with experienced staff. Please note annual leave is restricted during this period (no holidays can be taken during the training period).

  • 24-hour, 7 day a week operation.
  • Full time hours will a rotating shift pattern of 4 days on and 4 days off which includes evenings, nights and weekend shifts. Typically working hours - 9am-9pm, 7am-7pm / 7pm-7am, 3pm-12 midnight. 
  • Part time hours (up to 25 hours per week) various working patterns are available, including , Mon-Fri 12pm-5pm, Mon-Thur 4pm-10pm and Thur-Fri 4pm-10pm/Sat-Sun 11am-5pm.  Specific information regarding working patterns will be provided at the assessment centre stage.

Salary

  • The starting total salary for this role is between circa £29,000 and £30,000. This is made up of a basic salary of £24,462 and shift and weekend allowances ranging from 14% to 20%, depending on the shifts worked. 
  • Allowances would be discussed at the Assessment Centre.

For part time hours the salary will be calculated on a pro-rata basis, this is based on the number of hours for the vacancy.

Next Steps

If this sounds like the role for you, please click apply to complete your application stating how you meet the essential criteria listed on the job description.

To support you with your application please read our application guidance.

To find out more, register for our upcoming information webinars click here.

  • Vacancy closes on 30th April 2024 at 23:55.
  • Assessment Centre - If your application is shortlisted, We'll invite you to one of our assessment centres, which will be held during the upcoming weeks.   This typically runs for 3-4 hours during the day. Further details will be provided near the time.

Who we are

Here at Derbyshire Constabulary, Police doesn't have to mean patrolling the streets. Just as important as our uniformed officers is our strong team of professional and support staff working behind the scenes. It’s these skilled people, people like you who contribute to the policing of Derbyshire.

To understand how you can make Derbyshire safer together visit our careers website.

We welcome applications from individuals from all backgrounds and encourage anyone who has considered a career in policing to apply. We’re particularly keen to increase the number of females and candidates from black and minority ethnic communities and the LGBT community, so that we can truly reflect the communities that we serve in.




Ripley Force Headquarters

Derbyshire Constabulary
Butterley Hall
Ripley
Derby
DE5 3RS

Working for the constabulary

Policing in Derbyshire takes more than 3,500 people in a wide range of roles. Around half of these are police officers, but we also have a variety of police staff. From police community support officers to police staff and volunteers, we all play an equally important role in protecting the people of Derbyshire.

It’s a vibrant, challenging and rewarding place to work and we’re committed to equality and diversity. We aim to create a constabulary that truly reflects the communities we serve. As part of this, we promote Positive Action. This means when you apply to join us, as well as assessing you on merit, we’ll look at your application according to our need and in line with current legislation to actively encourage a more diverse workforce.