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18 February 2019

Trainee Contact Management Centre Officer

Hampshire County Council



Location: Hampshire

Salary: £19,719 - £24,273

Job Description


Salary Range: Scale 4 bar 5 (£19,719 - £24,273) plus up to 20% shift allowance and weekend enhancements, pro rota per annum
Work Location: Southampton Central 
Hours per week: 37
Contract Type: Permanent

Assessments will be held week commencing 25th February 2019
Course start date: Monday 13th May 2019

•Are you looking for a job role where no two days will be the same?
•Do you want to help provide a vital service to the public, which will often be in situations when they need it the most?
•If so Hampshire Constabulary are looking to recruit you to join the fast-paced world of the Contact Management Centre.

As a Trainee Police Contact Management Centre Officer you will deal with 999 and 101 calls from members of the public, which operates 24 hours a day, 365 days of the year. As the first point of contact to all incoming calls you will need to reassure the caller whilst gathering as much information as possible, to help our Police Officers deal with emergency situations and make your neighbourhood safer.

You will receive structured on and off the job training, personalised tutoring and all the encouragement and support you need through our comprehensive apprenticeship programme:

Emergency Service Contact Handling Apprenticeship
http://www.instituteforapprenticeships.org/apprenticeship-standards/emergency-service-contact-handling/ 

This will result in you being able to appropriately respond to incoming calls and evaluate the urgency and of an incident in what can be a life critical situation. On successful completion of the program you will be confirmed in post, receive a nationally recognised certificate in contact handling as well as receiving an increase in pay.

If you are an experienced emergency service contact handler, you will still be offered the same supportive training but will not be on the apprenticeship programme.

The Essentials

A successful candidate will be resilient, reliable and able to cope in a pressured environment with the ability to remain calm in a variety of situations. You must be able to use your own initiative and professional judgement to solve problems and identify risk and vulnerability. An ability to be able to listen and question well, displaying empathy and tact is also essential. A good aptitude to navigate IT systems is required along with a willingness to learn bespoke in house systems.

Good standard of verbal and written English with strong communication skills and a good standard of numeracy are essential for the role. English and Maths GCSE A-C are desirable on entry however successful applicants without these GCSEs will be offered support to achieve an equivalent level of qualification in these subjects (functional skills level 2) during the first 12 months of employment in order to achieve the apprenticeship qualification.

Providing you are over the age of 18 we encourage applications from all age groups and demographics.

Part-Time /Flexible Shifts are available, however please note that training will be delivered on a full time basis.

Due to the extensive training and investment in this role, if your application is successful, we would like you to be able to complete 2 years before applying for any other internal vacancies.

Please note if you have been interviewed and were unsuccessful for the Contact Management Centre role you must wait three months prior to reapplying.

To apply for this exciting opportunity, you will need to attend a mandatory awareness session held at Netley, Southampton, which will last no longer than 2 hours. Here you will be provided with further essential information and a chance to hear first hand real life 999 calls. You will also be provided with a link to the application form.

As there are limited spaces, please register your interest for one of the dates beneath, by clicking on the below link:

https://www.eventbrite.co.uk/e/awareness-sessions-for-contact-management-centre-officer-tickets-55031355265 

Wednesday 23rd January – 1830-2030hrs.
Monday 28th January – 1830-2030hrs.
Saturday 2nd February – 0900-1100hrs.
Wednesday 6th February – 1830-2030hrs.

If you have any queries about the role please contact our Recruitment department on 01962 846438 or email: police.recruitment@hants.gov.uk   

Hampshire Constabulary is committed to attracting, recruiting and retaining talented people. We value equality, diversity and inclusivity in our workforce and welcome applications from across our entire diverse community. In order to truly reflect the communities we serve we are particularly keen to recruit people from Black, Asian, Gypsy, Roma, Traveller and other minority ethnic backgrounds and under-represented groups. If you meet this criteria and would like support with your application and recruitment please contact positive.action@hampshire.pnn.police.uk

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