Contact Handler

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 to answer an emergency call in someone's genuine time of need?

Do you yearn for that balance that allows you to work for only half the year?

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. Typical shifts within the pattern are 7am - 7pm, 7pm - 7am, 11am - 7pm and 11am - 8pm. The nature of the shifts allows for a good work-life balance yet the shift enhancements on top of the salary also equate to a great remuneration package.

We also offer secure on-site parking and access to an on-site 24 hour gym along. You'll also receive 24+ days annual leave, which increases with service, along with enrolment into our competitive pension scheme.

Opportunities for this position will be available from late July 2023 onwards.

Closing date Sunday 25th June 2023 at 23:55, however, your application will be processed through to shortlisting once received rather than at the end.

Assessment/interview - This will involve up to a 2 hour interview and role play to be held at Force Headquarters and we have availability to run these 7 days a week, meaning you can choose a slot to suit your diary.

Please Click one of the links below to register for our upcoming Contact Management Webinars where you can hear more about the role, ask questions and prepare your application:

Friday 2nd June

Wednesday 7th June

Tuesday 13th June

Monday 19th June

We look forward to receiving your application and we wish you the very best of luck!