Overview
Contact Resolution Officer - 999 Call Handler
Join to apply for the Contact Resolution Officer - 999 Call Handler role at Merseyside Police
Location: Bridle Road
Grade C £26,106 - £28,653 (pro rata for part time hours). Variable shift patterns. Shift allowance applicable to shift pattern upon completion of full-time training.
Role summary
Being a 999 and 101 Contact Resolution Officer can be challenging and no two days are the same. Whether it’s taking a report of a missing person, a burglary, an incident, or supporting someone in crisis, our Contact Resolution Officers (who you may know as 999 Call Handlers) play a vital role in our organisation, where we strive to keep our communities safe, identifying and protecting the most vulnerable, preventing crime and pursuing offenders.
Responsibilities
* Be the first point of contact for emergency and non-emergency calls. Obtain accurate information from callers and provide reassurance to enable you to either resolve their issues or to allow Police Officers to effectively deal with incidents.
* Receive excellent support, training and skill development to ensure you can be the best you can be whilst working for one of the best performing Police forces in the country.
Requirements for the role
* Strong communication and interpersonal skills.
* Ability to remain calm and composed in high-pressure situations.
* Empathy and the ability to provide reassurance to callers.
* Computer skills and the ability to input data accurately.
* Flexibility to work various shifts, including nights, weekends, and public holidays.
Our lines operate 24/7, 365 days a year, and the team are required to work shifts. This will include working evenings, nights, weekends and public holidays. The range of full-time and part-time shift patterns and number of hours are attached in the supporting documents, so please view this before applying. We have some limited opportunities to work full time and a wide range of part time shift patterns available which will be discussed closer to your offer stage.
Please note that even if offered a part-time role there will be a requirement to work full-time hours (36.5) for the first 14 weeks during training, involving classroom duties and 24/7 shifts for mentoring in the live environment before moving onto your allocated shift pattern.
The full-time salary starts at £26,106 and increases each year in increments until it reaches £28,653. Your actual salary will depend on hours and shift patterns available at appointment and the pattern may vary in hours and the attached shift allowance (equalisation allowance). For example, a 22-hour, part-time 4 on 4 off shift pattern could provide an estimated annual take-home salary of around £19,000 including an 18.5% equalisation allowance.
Merseyside Police is a dynamic, challenging, and rewarding place to work. We focus on continuous improvement in areas such as ending Violence Against Women and Girls; tackling Serious Organised Crime and County Lines; strengthening Diversity and Inclusion; and building trust through Community Engagement. You will be joining a friendly employer that invests in its people and offers a rewards package including 25 days of annual leave (pro-rated), family-friendly policies, and access to the local government pension scheme, plus additional benefits and discount schemes.
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