Contact Centre Manager

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Contact Centre Manager

Contact Management Centre Officer – Hampshire and Isle of Wight Constabulary

Location: Southampton

Contract: Full-time & Permanent – Please note you will only be able to apply for flexible working after 26 weeks of concurrent employment

Closing Date: Sunday 30th June 2024 at 23:59.
It is the intention for this advert to close on the above date. However, we encourage you to apply as soon as possible as the advert may close earlier than this date if we reach a sufficiently high volume of applications.

Policing is a career like no other. Our Police Officers, Police Staff and Volunteers show courage, teamwork and compassion on a daily basis to make a real difference to people’s lives in the communities they serve.

About the Role

Our Contact Management Centre Officers are the front line of policing and are responsible for receiving emergency and non-emergency calls from members of the public. You will need to apply an investigative mind-set to;

  • Complete detailed crime reports ensuring all lines of enquiry are considered;
  • Submit detailed intelligence reports;
  • Assess risk;
  • Handle a wide variety of enquiries including online and email based contact;
  • Ensuring the public receives the required help and support, whilst handling potentially sensitive and upsetting matters with empathy and a calm attitude.

Please find an informative video on the role here.

For more information about this role, please click on the following link. Contact Management Centre Officer

About You

In Contact Management we look for all kinds of skills and qualities, because we know it takes all kinds of people to protect the public. Problem solving, multi-tasking, compassion, resilience, respect, courage, teamwork, communication. If you have these qualities and the skills to serve, apply today!

Salary and Benefits

The starting total salary for this role is £33,000. This is made up of a basic salary of £24,921 and shift and weekend allowances of 20%.

On completion of initial training and becoming an independent Call Handler (expected to be at around the 12-week point), the total salary for this role will increase to £37,000. This is made up of a basic salary of £27,789 and shift and weekend allowances of 20%.

Please note that the working hours for the first 5 weeks of training are Monday – Friday, 09:00 – 17:00. As such, these weeks are paid without any allowances.

In addition to the competitive salary and highly rewarding career, our benefits include, but are not limited to;

  • Competitive pension scheme;
  • Generous annual leave allowance;
  • Retail, food and leisure discounts through Hampshire Police Leisure & Sports and Blue Light Card;
  • Excellent wellbeing support;
  • Gym facilities at a number of our buildings;
  • Fantastic career progression including development and secondment opportunities.

Working Hours

The public need our help 24/7, 365 days a year. Your shifts will be scheduled 12 weeks in advance and you will join colleagues in working overnight and weekend shifts (including bank holidays).

The standard shift pattern worked is 6 days on and 4 days off on a rotating 20-week pattern. Shifts are generally 10 hours with a 1 hour meal break. Example hours are;

  • 0700 – 1700
  • 1200 – 2200
  • 1700 – 0300
  • 2200 – 0700

Please note that you may work any variation of any 10 hour shift depending on our demand and resource levels.

Role Specific Training and Support

Our roles are pivotal in helping us to achieve our Force Priorities of Relentlessly Pursuing Criminals, Putting Victims First and Delivering Exceptional Local Policing, therefore your training course will be fast-paced and is designed to equip you with the knowledge and skills to excel in your role.

  • The initial 5-week training period is classroom based and will include inputs on our computer systems and theory-based topics.
  • You will then progress to a tutoring phase taking live calls with the support of a dedicated tutor for up to 6 sets of shifts.

The Emergency Services Call Handling Apprenticeship is an additional benefit of the role and is open to all new starters who do not have prior experience of working in an emergency call handling environment. The Apprenticeship will be done during work time and will take approximately 13 to 18 months to complete and on successful completion, you will receive a nationally recognised certificate in Contact Handling.

Essential Application Criteria

All roles are subject to meeting the eligibility criteria and a satisfactory vetting clearance.

Applicants should have good customer service skills, be able to type at least 24 words per minute, have good written and verbal communication skills and have good IT literacy.

There are no essential education requirements but it is desirable that candidates are educated to QCF Level 2 or higher in Maths and English.

Applicants need to be 18 years or older.

If you have been unsuccessful for a role within Contact Management, you must wait three months before re-applying.

Competencies and Personal Qualities

At interview, we will assess your experience and skills against the following competencies. Reading the below links will assist you in your application.

We are emotionally aware Level 1

We take ownership Level 1

We are Collaborative Level 1

We deliver, support and inspire Level 1

We analyse critically Level 1

We are innovative and open-minded Level 1

Candidate Guidance for Completing Application Forms

Please follow the online application link to apply. When submitting an application, please complete the application form and attach your CV (please note that there is no requirement for you to complete the ‘Education History’ and ‘Employment History’ sections of the application form as long as these two areas are details in your CV).

We are also advertising for the role of Police Controller which follows the same recruitment process as the role of Police Controller. Please do not apply for both roles as we will only be able to progress you for one.

We are often advertising for a range of Police Officer and Police Staff roles. More about this is available on the Hampshire and Isle of Wight Constabulary website careers page.

If you have any queries about this role, please get in touch with the Police Recruitment Team on 02380 451611 or

Please note that the email address you supply when submitting an application will be used for contact throughout the full lifecycle of that vacancy. You will not be able to amend your contact details. You should therefore ensure that you choose an appropriately accessible email address, being mindful that the process may take several months for some roles. Hampshire and Isle of Wight Constabulary is an inclusive employer and strives to have a workforce representative of the communities we police and serve. We recognise that we are not fully representative and are working to address this imbalance through a variety of initiatives.

Hampshire & Isle of Wight Constabulary is an equal opportunities employer that positively promotes flexible working, enabling officers and staff to achieve a healthy work-life balance whilst meeting operational requirements of the constabulary. We actively encourage applications to be made on a full time, part time or flexible working basis.

The Equality Act 2010 allows us to promote equality within Hampshire and Isle of Wight Constabulary by adopting Positive Action to support people from under-represented groups. Our aim is to recruit talented people with a diverse range of skills and experience and welcome applications from all sections of the community. Our Positive Action team are available to provide support through the application and assessment process by contacting:

The Disability Confident campaign aims to remove barriers, increase understanding and ensure that people have opportunities to fulfil their potential and realise their aspirations. We will accommodate requests for reasonable adjustments where possible throughout our recruitment and promotions processes and encourage anyone requiring reasonable adjustments to disclose this at the earliest opportunity.

To apply :

Please note, the job expiry date is estimated. If you are interested in this role, do not delay applying.

Location: Southampton Central

CLOSING DATE: 30 June 2024