About the role As a Contact Management Centre Officer, you will be on the front line of policing and responsible for receiving emergency 999 and non-emergency 101 calls from members of the public. You will need to apply an investigative mind set to; Complete detailed crime reports, ensuring all lines of enquiry are considered; Risk assess each call and decide on the best course of action; Create incidents for deployment by the Police Control Room; Handle a wide variety of enquiries from telephone and online contact; Ensure the public receives the required help and support, whilst handling sensitive and upsetting matters with empathy and a calm attitude. The standard shift pattern for this role is 6 days on and 4 days off on a rotating 20 week pattern (averaging at 37 hours per week). Shifts are generally 10 hours long with a 1-hour meal break and example hours are; 0700-1700, 1200-2200, 1700-0300 and 2200-0700. However, you may work any variation of a 10 hour shift depending on our demand and resource levels. Please click this link to view the full role profile: Contact Management Centre Officer Benefits of working for Hampshire and Isle of Wight Constabulary In addition to the competitive salary and highly rewarding career, our benefits include, but are not limited to; Competitive pension scheme; Generous annual leave allowance; Retail, food and leisure discounts through Hampshire Police Leisure & Sports and Blue Light Card; Excellent wellbeing support; Gym facilities at a number of our buildings; Fantastic career progression including development and secondment opportunities. What does it take to work in Contact Management? To succeed in this role, it is important that you have the following qualities; Able to remain calm and level-headed in high pressurised situations; Confident making difficult decisions; Able to manage multiple demands; Able to communicate clearly; Resilience. Role specific training and support Our roles are pivotal in helping us to achieve our Force Priorities of Relentlessly Pursuing Criminals, Putting Victims First and Delivering Exceptional Local Policing. Your training course will therefore be fast-paced and is designed to equip you with the knowledge and skills needed to excel in your role. The initial 5-week training period is classroom based and will include inputs on our computer systems and theory-based topics. This phase will be completed Monday to Friday, 0900-1700, so no shift allowances will be paid. You will then progress to a tutoring phase, taking live calls with the support of a dedicated tutor for up to 6 sets of shifts. The Emergency Services Call Handling Apprenticeship is an additional benefit of the role and is open to all new starters who do not have prior experience of working in an emergency call handling environment. The Apprenticeship will be completed during work time and will take approximately 13-18 months to complete. On successful completion, you will receive a nationally recognised certificate in Contact Handling. Application criteria There are no essential education requirements for this role but it is desirable that candidates are educated to QCF Level 2 or higher in Maths and English. Candidates should have good customer service, communication and typing/IT skills. You must be 18 years or older to apply for this role and appointment will be subject to satisfactory clearance of pre-employment checks. If you have previously been unsuccessful for a role within Contact Management, you must wait 3 months before reapplying. HOW TO APPLY Please follow the online application link to apply. You will be required to enter personal details, complete our screening questions, and provide examples of when you have displayed the below competencies. Your answers will be used to shortlist applications. We are emotionally aware Level 1 We analyse critically Level 1 Next steps in the recruitment process After the closing date, all applications will be reviewed and shortlisted using your answers. If you are successful at shortlisting, you will be required to; Attend an online awareness session on either Tuesday 4th February 2025 or Wednesday 5th February 2025. The Recruitment Team will send you further information if you are successful at this stage. Attend an in-person assessment centre on various dates in February and March 2025. The Recruitment Team will send you further information after you have attended an awareness session. If you would like to have an informal discussion about this role, please contact the Recruitment Team on police.recruitmenthampshire.police.uk or 023 8045 1611.