What you could be doing | Contact Management
You’ll have the opportunity to make a difference when it truly matters
Being a Contact Management Operator
Join Contact Management and you’ll be a key member of the team that handles the majority of incoming contact for Derbyshire Constabulary. You will provide a first-class service to the public, and interact with a vast array of people, who may never have contacted the police before.
You’ll have the opportunity to make a difference when it matters. There are distinct job roles within the department and you will be allocated dependent on where vacancies sit at the point of recruitment. For Operator roles you need to be flexible, as we work a 12 hour, four-on, four-off pattern, including overnight, at weekends and some bank holidays.
We are also offering part-time opportunities (up to 24 hours per week) 6pm – 12 midnight, various working patterns are available. Specific information regarding working patterns will be provided at interview stage.
Pay Grade E - £22,677 - £27,690 per annum. Appropriate allowances payable for shift work and unsocial hours. This could equate to an additional £5,000-£6,000 per annum.
Our Call Handling teams
Acting as the initial investigating officer for reports of incidents taken over the phone and via our digital channels, your job will be to ensure that all 101 non-emergency and 999 emergency calls are answered promptly and managed effectively.
Recording incidents, investigating and resolving enquiries, gathering sufficient details to risk assess, listening for vital details and logging information quickly and accurately - all are aspects of a role where every call has to be handled professionally.
It's also vital to be able to strike the fine balance between showing empathy and not becoming emotionally involved when dealing with sometimes difficult circumstances.
Dispatch operators are responsible for managing their ‘list’. They will deploy the most appropriate resource to an incident and at all times must be alert to other incoming priorities and officer audio contact via radio.
As a Dispatch operator you are also responsible for answering 999 emergency calls, ensuring they are answered promptly and managed effectively whilst logging information quickly and accurately. Dispatch Operators also deal with calls from other emergency services and outside agencies.
What you'll need
To be an operator you must hold a GCSE Grade C or equivalent in English Language or have 12 months’ work experience requiring the use of English Language to that standard. We’ll also be looking for:
- Experience of dealing with conflict or difficult situations in the workplace, where communicating concisely and in an accurate manner is required
- Excellent communication skills – specifically via telephone and radio systems
- Strong IT skills, including proficiency using Microsoft Office packages
- Excellent keyboard skills – at least 25 wpm
- Experience of receiving information, identifying the significant points, drawing conclusions and initiating appropriate action in a working environment
- Good geographical knowledge
- Applicants must also meet the required standard of hearing and eyesight.
Investing in your development
Once you have joined you’ll attend a bespoke 16 week course. This includes classroom-based training followed by a period of live call taking. The call taking is supported in real time by trainers on a one-to-one basis. As you gain experience this support is reduced based on your level of confidence.
Following successful completion of the course you’ll be allocated your shifts and continued support is provided. Once you’ve become an experienced member of the team shift training days are provided to help support and continue with your development. Our senior operators can also provide bespoke training packages to their respective shifts when required.
Meet some of the team
Leyla Aytemiz, Senior Operator
I used to work as cabin crew for Virgin, so deciding to stop travelling the world for a living was tough. However, I felt that the role wasn’t challenging enough. I wanted to put my customer service skills to better use in a role where I’d be motivated by serving the public and helping to make a difference in the community.
I’m so glad I made that decision. I’m immensely proud to work for Derbyshire Constabulary. Every day is different and my colleagues have become my extended family. I also love working in a fast-paced environment where one minute you might be taking a 999 call, the next a report of a sheep standing in the road!
Rebecca Hall, Contact Management Officer
I’ve always wanted to work for the police force. I started out as a call handler answering emergency and non-emergency calls, sending officers to jobs and prioritising what needs attendance first. I’ve been thoroughly trained to make the right decision each and every time and have recently become a crime champion and dispatcher.
Along the way I’ve been able to participate in networks like the LGBT network and attend Pride events representing the force during working hours too. It’s a rewarding feeling knowing you’re helping people and making a difference. Everyone here really supports each other. It’s like being part of a family.
Kirstie Young, Senior Contact Management Officer
After working in the financial services sector for nearly 20 years I decided 7 years ago it was time for a change.
I had always been interested in the police service, however when I decided to change my career I felt at my age being a front line officer was not for me but soon realised I would be able to join the force as support staff and still make a difference.
Working in the force control room allows me to be part of active policing albeit from the comfort of the control room.
Being able to help people when they are most in need gives an amazing sense of job satisfaction that really is unique to this job.
Work is fast paced and no two days are the same, we can deal with anything from the most serious of crimes to theft of a garden gnome !
I am incredibly proud every day to say that I work for Derbyshire Constabulary , there really is no other job like it!
Jaz Atwal, Contact Management Officer
I have worked for Derbyshire Constabulary force Control Room for over 13 years and feel that says a lot about the department, the people, but also the nature of the job.
The role offers a lot of variety from taking non-emergency and 999 calls, to online contacts from members of the public and developing skills to help manage incidents and deploy officers to those in need.
Having worked in a private sector contact centre prior to Derbyshire Constabulary, I was quickly able to appreciate the contrast the role has with more commercially focus organizations.
Every day we can have a positive impact on members of the public, often in their time of greatest need and this is what keeps someone like me here, doing my small part to help and assistance others and maybe help as part of a bigger team to save a life.
To most of the people who contact us when they need our help and support, you are Derbyshire Constabulary. You’ll be the voice they hear, the reassurance they need. A calm, collected response at the end of a phone line or keyboard. That’s hugely rewarding. But it can be challenging too.
You’ll often be dealing with some of the most vulnerable people in our society and playing a critical role in our response to both emergency and non-emergency calls.
At times, you’ll be talking to people in potentially dangerous or vulnerable situations. They may be distressed or panicked. It’ll be down to you to stay calm, stay focused and determine the most appropriate response. So if you’ve got what it takes to help members of our community when they need our help, we’d love to have you working with us.