999/101 Call Handler

Do you want your work to make a difference?

Applications are invited from candidates who wish to apply to become a Trainee Contact Management Centre Officer Handler (999/101 Call Handler) for Thames Valley Police.

The anticipated joining date is July to August 2023.

Location: Kidlington

Basic Salary: £31,376.50 (including shift allowance)

What is the job?

Policing is a challenging, yet rewarding career, allowing us to serve the public 24/7, 365 days a year. It offers opportunity for progression and specialisation, plus unrivalled camaraderie and team spirit. It’s about protecting the vulnerable when they need you most. It’s working in partnership to tackle serious and organised crime and it’s making critical decisions that will change lives forever.

Our call handlers are the first point of contact for more than 1,000 emergency and 2,200 non-emergency phone calls every day, as well as hundreds of online interactions.

One minute you’ll be taking a calm report from someone who’s seen criminal damage to a park bench, the next you’ll have to deal with someone you can’t understand because they’re just screaming and all you can hear in the background is people fighting.

It’s one of the most demanding roles in the modern police force, but one of the most rewarding. You’ll be taking between 30 and 50 calls every shift – where else would you be able to help that many people in a day?

As a TVP 999/101 Call Handler you will:

• Handle emergency and non-emergency calls. You will have to be able to remain calm whilst taking control of a call and getting as much information as possible by asking the right questions and recording that information so it is relayed to the officers responding.
• Record Crime – using our systems to take reports of crime and making sure everything is recorded according to guidelines.
• Work with partner agencies to record other incidents in which the Police play a role.
• Signpost members of public to more appropriate agencies when it is not a matter dealt with by Police.
• Deal with requests/queries via online platforms
• Make sure we deliver a good service by being available and dealing with sometimes constant calls to a professional standard.

We are looking for resilient individuals whose first instinct is to help and support others; the problem solvers and solution-finders, those calm under pressure, who ask questions and are curious, but also approachable with a natural ability to communicate with people from all walks of life.

It’s a position of responsibility, of trust, and of purpose.

Above all, it’s working as part of a family, a policing family.

A team that pulls together as one, rising to the challenge every single day.

Benefits

We believe it’s important that our staff are supported to be the best they can be. Whether that’s through additional learning, support when things get tough or through discounts to enjoy with family and friends – your wellbeing will always be a priority.

Here are some of the reasons you should join the TVP family:

• Starting salary for all new recruits is £31,376.50 (including shift allowance)
• An Ofsted regulated, nationally recognised professional qualification called the Emergency Service Contact Handler Apprenticeship. That means training in the classroom and on the job.
• As you progress you will receive ongoing training and development opportunities for the call handling job and beyond for as long as you are with us, whether that’s a few years, or until retirement. And if it’s only a few years until you retire anyway – age is no barrier to apprenticeship these days – you and your life skills and experience will be just as welcome.
• A competitive pension scheme.
• 24 days annual holiday entitlement plus bank holidays, rising to 29 days after five years’ service.
• Wide range of discounts for retailers, restaurants, travel, tickets and more available via our TVP Reward app plus eligibility for a Blue Light Card membership.
• A well-established Wellbeing function including support for your Mental & Physical Wellbeing, Financial Wellbeing, Leadership Wellbeing and Health & Safety at work.
• A variety of Staff Support Networks including: Support Association for Minority Ethnic Staff, Disability Support Network, Women’s Network, Gypsy Roma Traveller Police Association, Muslim Police Association, Christian Police Association and Men’s Forum.

We strive to employ a workforce that reflects the diverse communities that we serve. We encourage applications from people of all backgrounds and are especially keen to increase the number of women in policing, and to increase applications from Black, Asian and minority ethnic communities and also from the LGBT+ community.

Because we serve the public 24/7, 365 days a year, we need staff who are flexible and able to work a range of early shifts through to night shifts on weekdays, weekends and Bank Holidays. In return we will offer you shift allowance for anti-social shifts (e.g. having to work on weekends or bank holidays), and time off for the hours worked in addition to your shift patterns.

Applicants must meet the following eligibility criteria:

• Be 18 years old or over at application, there is no upper age limit.
• Nationality: be a British Citizen or have Indefinite Leave to Remain. Applicants from within the EEA should have Settled/Pre-Settled status with no restrictions on your stay or to work in the UK.
• Residency: been resident in the UK for a minimum of three years prior to applying.
• Pass the police vetting checks. Not have served any time in prison or youth detention (a criminal conviction may lead to your application being rejected but are considered on a case-by-case basis).
• Have a typing speed of 24 words per minute with 75% accuracy (this will be assessed during recruitment).
• Be able to pass the medical assessment including hearing standards
• Not have any tattoos which could cause offence.

Important information regarding the Application process

Please be advised that before starting your application process, you will be invited to an informal recruitment event at our Contact Management Centre in Kidlington (OX5 2NX), as we want to provide you with a full understanding of what the Trainee Contact Management Centre Officer Handler (999/101 Call Handler) role entails.

This event requires mandatory attendance from your behalf in order for us to begin your application process.

Upcoming events:

• 8 June, 6:30pm – 8pm
• 17 June, 12:45pm – 3pm
• 5 July, 5:45pm – 8pm

If you have any questions regarding the informal event, please email KIDCMCRecruitEvent@thamesvalley.police.uk

Job Types: Full-time, Permanent, Apprenticeship

Salary: £31,376.50 per year

Benefits:

• Additional leave
• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• Health & wellbeing programme
• On-site parking
• Sick pay
• Store discount

Schedule:

• Day shift
• Night shift
• Overtime
• Weekend availability

Ability to commute/relocate:

• Kidlington, OX5 2NX: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Are you 18 years old or over?

Work Location: In person

Application deadline: 25/06/2023