999/101 Call Handlers job in Durham

999/101 Call Handlers

  • Employer - Durham Constabulary
  • Reference number -
  • Sector - Public - local government
  • Department - HQ Force Control Room
  • Location: - Durham
  • Salary - Scale 3 - £21,432 – £22,677 per annum, with shift and weekend allowances that equate to a salary of £28,075 to £29,706 per annum
  • Duration - Permanent
  • Hours - Full time
  • Closing date - Friday, 01 December 2023

Job Description

Do you have what it takes?

Looking for an exciting change in career working on the frontline of policing?

One where you don’t know what the next call could bring?

Do you want to be the voice that can help in someone’s time of need?

Durham Constabulary is looking to recruit Police Call Handlers to work within our Force Control Room at our Headquarters, Aykley Heads, Durham with a potential start date of April 2023. Our Call Handlers answer all calls for service to the Constabulary including, 999, 101 and other non-emergency calls and any contact made via other means, such as Email and Livechat.

As a Police Call Handler you will perform one of the most demanding roles in the modern police force and one which is key to inspiring satisfaction and confidence in the community. 

Although challenging, this role can also be extremely rewarding.

It will include….

  • Answering 999 and 101 calls and obtaining essential information from members of the public reporting crimes and incidents.
  • Risk assessing to determine the speed and nature of the police response.
  • Speaking to distressed and vulnerable members of the public.
  • Recording all information accurately
  • Providing members of the public with advice and guidance delivering excellent standards of customer service.

This is currently an open advert and any applications received will be held on file until a course becomes available. All applicants at this point will then be notified of the next stages of the recruitment process.

What we offer…

Durham Constabulary is an equal opportunities employer and boasts generous terms and conditions of employment including:

  • Durham Constabulary offers a minimum of 26 days annual leave rising to 31 days after five years continuous service.
  • A defined benefit pension scheme (career average) with death in service benefit.
  • A flexible approach to work/life balance issues and an excellent working environment.
  • We offer secure parking on site at competitive rate compared to normal city centre parking charges and are located close to the local bus and train services.
  • We have an onsite café serving fresh food daily and employee kitchen facilities.
  • Access to a range of high street discount services e.g Blue Light Card
  • Access to a range of Health and Wellbeing Services including an Employee Assistance Programme.

The selection process will include a paper sift, Assessment Centre and an interview.

Candidates who are successful at paper sift will be emailed an information pack prior to the assessment centre/interview stages. 

Role Requirements

Excellent interpersonal and communication skills are essential together with the ability to obtain relevant information and relay concise and accurate messages.  Enhanced computer / keyboard skills e.g. ability to use database systems which require accurate data input, are also essential.

Successful candidates will be expected to work a range of day and late shifts as per the targeted hours shift pattern (See section 15 of the Terms and Conditions).

You will be required to successfully complete an initial training and mentoring period during which they will be expected to complete a performance tracker to demonstrate competence. This period is for a maximum of 16 weeks and continued employment is subject to the successful completion of the performance tracker.

It is important to know that you will be working in a dynamic environment dealing with a wide variety of situations on a daily basis and managing calls from people who may be distressed or vulnerable.  You must be able to work and make decisions under pressure, displaying high levels of emotional resilience to be able to deal with real time emergency situations.

Contact information

For further information please view Job Description  

To apply please complete the Pers198 Police Staff Application Form. 

Please view the application guidance notes Completed application forms should be returned to human.resources@durham.police.uk 

Candidates must have indefinite leave to work and live in the UK and be free from any restriction. Any successful candidate will be asked to provide evidence of this. 

Hard copy applications will not be accepted. Candidates will be contacted via email in relation to the recruitment process and are advised to also check Junk/Spam folders for email updates. 

How to apply

Please see the contact information section above for details about how to apply for this job.

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