Contact Handler (Full Time/Key Time)
 

Salary: £18,873 - £20,619 plus shift enhancements pro rata

Based at: South Shields (Southern Communications Centre) or Ponteland (Northern Communications Centre)
Hours:  Key time opportunities available (shift patterns below)


Please not that these opportunities will be available in 2020 with training course dates to be confirmed during the recruitment process. 


Please indicate what your preferred hours would be at the beginning of your application.

Role:  

Contact Handlers play a critical role in our response to emergencies. As the first point of contact for members of the public you are responsible for providing support and assistant to calls for service. This will involve the initial recording and management of calls for service from the public as well as coordinating the police and emergency service response.


If you are looking for a role that offers variety and fresh challenges on a daily basis then this could be the position for you.


Our officers require as much information as possible and it is your responsibility to communicate, carefully and effectively with callers recording key messages whilst maintaining a professional manner.

 

This is a unique job for a unique person, which demands resilience, patience, a broad mind and a positive attitude.

 

Based in one of our Communications Centre's at either Ponteland or South Shields, you will work as part of a team responsible for responding to calls from the public. No two days are the same, with calls being of a diverse and at times a challenging nature. You will use your experience, knowledge and judgement to assess vulnerability and provide a high quality of service, putting the needs of victims and customers at the heart of what we do. Calls will include 999 emergency, non-emergency and secondary contact/queries.

 

This is a challenging role and it is essential that you have the following:

·    Excellent communication, listening and negotiating skills

·    Outstanding interpersonal skills with the ability to build rapport quickly

·    A customer centered problem solving approach

·    The ability to assess and assimilate information

·    The confidence to multi task, recording information accurately with attention to detail

·    IT competence across a range of applications

    

Please click on link below for Role Definition: Contact Handler Role Definition.docx
               

Please click on the following attachments to view the range of shift patterns available for this role: 
Contact Handler - KT Shift Pattern 20.92 hours.xls
Contact Handler - KT Shift Pattern 25.00 hours.xls
Contact Handler - KT Shift Pattern 29.00 hours.xls

 

Qualifications: Evidence of GCSE Level 1 & 2 (Grade C or above) in English and Maths is essential. You must be able to produce these original certificates at interview stage with proof of ID.

   

Vetting level:  Recruitment Vetting (RV)

Applicants must be a resident of the UK for a minimum period of 3 years to ensure vetting checks can be successfully performed.

A job offer will be dependent upon vetting clearance, medical information and references.

Vacancy Contact:      

For further information regarding the above post please contact Resource Manager Lorna Thomson on 07795507059
         

This vacancy has been advertised to all staff including those with priority status and therefore applications will be considered in the order outlined in the Redeployment Procedure.

All staff including those appointed on fixed term contracts must successfully complete their probationary period to be eligible to apply.

Northumbria Police fully supports a policy of equal opportunities and we welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.

 

Vacancy Type
Police Staff
Rank/Grade
Grade C
Location
Forcewide
Salary Range
No Salary Detailed
Vacancy Description
 

Salary: £18,873 - £20,619 plus shift enhancements pro rata

Based at: South Shields (Southern Communications Centre) or Ponteland (Northern Communications Centre)
Hours:  Key time opportunities available (shift patterns below)


Please not that these opportunities will be available in 2020 with training course dates to be confirmed during the recruitment process. 


Please indicate what your preferred hours would be at the beginning of your application.

Role:  

Contact Handlers play a critical role in our response to emergencies. As the first point of contact for members of the public you are responsible for providing support and assistant to calls for service. This will involve the initial recording and management of calls for service from the public as well as coordinating the police and emergency service response.


If you are looking for a role that offers variety and fresh challenges on a daily basis then this could be the position for you.


Our officers require as much information as possible and it is your responsibility to communicate, carefully and effectively with callers recording key messages whilst maintaining a professional manner.

 

This is a unique job for a unique person, which demands resilience, patience, a broad mind and a positive attitude.

 

Based in one of our Communications Centre's at either Ponteland or South Shields, you will work as part of a team responsible for responding to calls from the public. No two days are the same, with calls being of a diverse and at times a challenging nature. You will use your experience, knowledge and judgement to assess vulnerability and provide a high quality of service, putting the needs of victims and customers at the heart of what we do. Calls will include 999 emergency, non-emergency and secondary contact/queries.

 

This is a challenging role and it is essential that you have the following:

·    Excellent communication, listening and negotiating skills

·    Outstanding interpersonal skills with the ability to build rapport quickly

·    A customer centered problem solving approach

·    The ability to assess and assimilate information

·    The confidence to multi task, recording information accurately with attention to detail

·    IT competence across a range of applications

    

Please click on link below for Role Definition: Contact Handler Role Definition.docx
               

Please click on the following attachments to view the range of shift patterns available for this role: 
Contact Handler - KT Shift Pattern 20.92 hours.xls
Contact Handler - KT Shift Pattern 25.00 hours.xls
Contact Handler - KT Shift Pattern 29.00 hours.xls

 

Qualifications: Evidence of GCSE Level 1 & 2 (Grade C or above) in English and Maths is essential. You must be able to produce these original certificates at interview stage with proof of ID.

   

Vetting level:  Recruitment Vetting (RV)

Applicants must be a resident of the UK for a minimum period of 3 years to ensure vetting checks can be successfully performed.

A job offer will be dependent upon vetting clearance, medical information and references.

Vacancy Contact:      

For further information regarding the above post please contact Resource Manager Lorna Thomson on 07795507059
         

This vacancy has been advertised to all staff including those with priority status and therefore applications will be considered in the order outlined in the Redeployment Procedure.

All staff including those appointed on fixed term contracts must successfully complete their probationary period to be eligible to apply.

Northumbria Police fully supports a policy of equal opportunities and we welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.