Contact Handler

The role can be fast paced, and therefore we are looking for candidates who have the ability to make decisions under pressure, are organised and can prioritise effectively, have highly developed problem-solving skills, can deal with callers who may be distressed, angry, upset or aggressive, and can work independently and as part of a team.

While customer service experience is a bonus, it’s not necessary as, from your first day with us, you will be supported through great training by brilliant teammates.

What skills and experience do we require?

We ask for 5 A – C grade GCSEs (including English Language and Maths), or equivalent.

Customer service experience is preferred, but is not essential for the role. 

For the full job description - please click here. 

As a Contact Handler, you’ll be the first point of contact with the police. You’ll be a calm, reassuring voice in people’s hour of need. Asking the right questions, listening for vital details and recording information, you’ll play an integral role in making sure that our police officers are at the right place at the right times.

Being a contact handler is certainly not your typical nine-to five; no two calls are the same. You will deal with emergency 999 calls, non-emergency 101 calls, and online reporting and social media.

Pay

As a Contact Handler you will earn a starting salary of £28,708 (£21,432 basic salary based on 31.82 hours plus allowances from £7,276).

Your pay will increase every year until you reach the highest grade in your pay scale.

Training and Development

In addition to joining a great team and enjoying a role unlike any other, you’ll receive extensive training to give you the knowledge and skills you will need to embark on an exciting and rewarding career. When you first start in the role, you will be paired up with an experienced tutor who will be with you every step of the way.

While it is true that many Contact Handlers enjoy the role so much that they can stay in it for their entire careers, there are always opportunities to develop, and Contact Handlers are often promoted to dispatch, supervisor or manager roles.

There are opportunities for career advancement within the OCC for those who wish to develop further, into roles such as Dispatchers and Supervisors. We are interested to hear from you if you are looking for a new career or a career change.

Benefits

If we do say so ourselves, we are a fantastic place to work, and when working for us as a Contact Handler you will receive various benefits:

• Annual leave, starting at 22 days and increasing to 33 after 5 years’ service (dependant on grade).
• Access to blue light card – over 15,000 discounts from large national retailers.
• Access to sports, social clubs and an on-site gym.
• On-site restaurant.
• Flexible working.
• Pay increases (national).
• Access to our free employee assistance Programme.
• Plus, many more!

Shift Patterns

Contact Handlers work shift patterns, which are usually made up of six working days followed by four non-working days. They’re working days are made up of two early shifts, two late shifts, and two-night shifts.

While the thought of working shift patterns may make you feel uneasy at first, we can honestly say that many Contact Handlers say they would never go back to a 9-5.