Post: Call Handler
Salary: Scale 3 - £24,222 – £25,626 (plus shift allowance and weekend work enhancement of approximately £8,000)
Hours: Full Time - 37 hours per week
Contract Type: Permanent
Location: Cleveland Police Central HQ, Hemlington, Middlesbrough
Call Handlers work shifts over a 24 hour period, 365 days a year and answer all emergency 999 calls and non-emergency 101 calls, as well as deploying resources to police incidents across Cleveland. We will provide you with the highest standards of training to manage the different situations you may face.
The Force Control Room takes an average of 1100 calls a day, where no two calls are ever quite the same. One minute you could be creating an incident for a road traffic collision, the next, you might be taking a report of an ongoing disturbance. Although at times the situations you will encounter may be distressing, life threatening and challenging, it is a hugely rewarding job where no two days are alike and you will feel an immense sense of satisfaction knowing you have helped someone at one of the worst times of their life.
There will also be routine jobs to deal with such as administrative tasks associated with the role. Whatever the situation, we always strive to provide the highest quality of service to our customers. You'll be part of the wider policing family helping to keep Cleveland safe, identifying and responding appropriately to those who are most vulnerable in our communities, as well as being part of a team of great people. Most people join the police service because they want to help others and make a difference to people's lives. Working in the Force Control Room, there is no doubt that you will be making a difference – every day.
If you're interested in joining the team, we're looking for motivated people who are excellent team players with the ability to work unsupervised and use their own initiative. In particular, if you have excellent communication skills, customer service skills and IT skills with the ability to work calmly and effectively under pressure along with empathy and resilience, then you could be an excellent addition to the team.
Click hereto view the job description.
Click hereto view the recruitment and selection process.
If successful, in training you will initially work Monday – Friday, day shifts, followed by a variation of the full time shift pattern. This means that within your training period from approximately week 5, you will start to work back shifts and weekends. Once your training is complete you will move to the standard Call Handler shift pattern.
Your shift allowance and weekend work enhancement will be paid from your start date with us, even whilst in your training period.
As a Call Handler, you will be eligible for 24 days annual leave, increasing to 29 days upon completion of five years service. Other benefits also include the opportunity to join the Local Government Pension Scheme which offers a secure and flexible way to access a pension based on career average earnings, further details of which can be found by clicking here. A discount scheme for emergency services staff is also available.
Please submit your application form and we will be in touch to advise when your application has been through the shortlisting process.
More information on the role of Call Handler is available on our careers site.
If your application is successful, we'll ask you to complete a Management Vetting (MV) or Recruitment Vetting (RV) form. Applicants should be aware that it is not always possible to complete these vetting checks on persons who have not been resident in the UK for the past five years (for MV) or three years (for RV). Where this applies, applicants may be refused on the grounds that it was not possible to vet them to the required standard.
Candidates must have the right to work in the UK.
It is vital that our Call Handlers are able to deal effectively and sensitively with issues reported across Cleveland's diverse communities.
At Cleveland Police we are committed to advancing equality, diversity and inclusion, and are actively seeking to reflect the communities we serve. We encourage applications from individuals across all diverse communities particularly those of Black, Asian and Minority Ethnic backgrounds. The information supplied on the equal opportunities section of the application form will be used to determine if you are eligible for positive action support to be offered to you. All appointments will be made on merit.
Regardless of the applicant, this role is on current Cleveland Police Terms and Conditions as per Police Staff Council.
Area Command / Departments: Operations
Salary: £24,222 - £25,626
Posted: 10/09/2025
Closing date: 05/10/2025
Closing time: 23:55