Overview
Trainee Contact Management Centre Officer: Oxford – Kidlington (999/101 Call Handler) at Thames Valley Police. This role involves being the first voice communities hear when they call for help and assistance. No previous experience is required as full training and support will be provided.
You should have a calm, resilient mindset, strong attention to detail, good communication skills, and the ability to use IT systems. You must be ready for the unexpected and capable of making key decisions while taking information from a caller. Calls may range from non-urgent 101 enquiries to distressing 999 emergencies, and you may encounter abuse as you help others. It is a demanding but rewarding role in modern policing.
Responsibilities
* Be the first point of contact for emergency and non-emergency calls (999/101).
* Take information from callers and make appropriate decisions based on the situation.
* Provide support and information while maintaining calm and professional conduct under pressure.
* Complete on-the-job training and participate in the apprenticeship programme.
* Attend mandatory awareness sessions as part of the application process.
* Work towards the full programme completion and a Level 3 Certificate in Emergency Service Contact Handling upon successful completion.
Qualifications and requirements
* No prior experience required; full training provided.
* Common sense, calm under pressure, resilience, attention to detail, and good communication skills.
* Ability to communicate effectively and use IT systems.
* Willingness to participate in a 5-week full-time training course (likely at Kidlington) and to be placed into a recruitment pool pending vetting and medical clearances.
* Be available for the documented shifts and the awareness session dates if shortlisted.
Training and progression
* Structured on and off-the-job training through an apprenticeship programme.
* Post-programme, a nationally recognised Level 3 Certificate in Emergency Service Contact Handling is awarded.
* Functional Skills offered for eligible candidates who require English and/or Maths GCSE equivalents.
Application process and dates
The closing date for enquiries and receipt of completed applications is Sunday 18th January 2026 (subject to change). To apply, attach a CV. The next stage is a mandatory awareness session, with dates including:
* Wednesday 21st January 2026 at 18:00 – 19:30
* Thursday 22nd January 2026 at 18:00 – 19:30
Please note that attendance is required where possible, and if you cannot attend, contact recruitment ASAP. A 5-week full-time course is expected, likely at Kidlington, with assistance for transport where possible but not guaranteed. Recruitment is rolling, and successful candidates will be placed into the next available intake after vetting and medical clearances.
Additional information
We invest in our people through Positive Action Initiatives to support colleagues from underrepresented backgrounds. On-site working details will be provided during the process.
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