Contact Centre Officer

Job Family Operational Support
Job Sub Family Control Centre
Code OPS-CON-SD-Contact Centre Officer v1.0

Role Purpose

To be the first point of contact for all types of contacts from the public and other agencies including 999, 101, crime reports, intelligence and general enquiries including both telephone and electronic media. Responsible for identifying and assessing risk and make resolution and deployment decisions using a range of systems.

Key Accountabilities

• Receive and critically assess all types of contacts including 999, 101, and other types of contacts, on line or in person, from the general public, police and other agencies, maintaining high levels of customer service, manage customer expectations and meet national and organisational service level agreements and take appropriate response action.

• Identifies the purpose and nature of each contact by eliciting relevant and sufficient information to enable an accurate and timely assessment of appropriate means of resolution.

• Assesses risk and identifies the appropriate action to resolve or determine the appropriate agency, deployment grading and priority of contacts.

• Manages customer expectations regarding the service that can be provided by giving advice and taking appropriate action.

• Maintains accurate records of relevant information using appropriate systems to ensure an audit trail and to measure and improve performance.

• Use a variety of applications and systems to maintain and update incident records, audit trails and resource availability to measure and improve performance.

• Follow up contacts received to agree resolution and close down contact and file appropriately to meet organisational and national requirements.

• Analyses and codes reported crimes to national guidance and files appropriate to enable accurate reporting of local crime statistics.

• Act in adherence to all other legal frameworks, key working principles, policies and guidance relevant to the role.


All roles are expected to know, understand and act within the ethics and values of the Police Service.

The Competency and Values Framework (CVF) has six competencies that are clustered into three groups. Under each competency are three levels that show what behaviours will look like in practice.

It is suggested that this role should be operating or working towards the following levels of the CVF:

Resolute, compassionate and committed

Inclusive, enabling and visionary leadership

Intelligent, creative and informed policing

Education, Qualifications, Skills and Experience

Prior Education and Experience:

• Educated to Level 2 or equivalent or relevant work experience.

• Awareness of the GDPR.

• May hold typing/keyboard and/or IT qualifications.

• Previous experience in a customer service environment.

• Experience in working in an environment dealing with challenging or vulnerable people.


• Effective communication skills – to be able to adapt their communication style to the situation, able to listen to others and respond in a calm and reassuring manner.

• Be able to manage customer expectation.

• Able to produce concise reports or other documents.

• Good keyboard skills and able to type at 30wpm.

• Able to use standard IT packages, systems and/or databases to fulfil role requirements.

• Able to breakdown problems into component parts and determine appropriate action.

• Able to interpret and apply guidance to a specific activity.

• Work effectives in a team to achieve shared objectives, demonstrating an awareness of individual differences and providing support as required.

• Able to review own performance objectively and take steps to maintain and enhance competence and professional standards appropriate to the role.

• Able to proactively develop effective working relationships with colleagues, partners and other stakeholders.

Continuing Professional Development (CPD)

• Maintain up-to-date knowledge and understanding of all applicable College of Policing guidance relating to information, intelligence and call handling best practice.

• Maintain knowledge of applicable legislation and guidance on the handling of information and intelligence.

• Undertake all mandatory refresher training relating to information handling legislation.

• Maintain a working knowledge of new approaches to call handling, including dealing with difficult and harrowing situations.

Professional Registration/Licenses

Not applicable.

Links to other Profiles

• Dispatch Controller
• Contact Centre Deputy Operations Manager
• Contact Centre Operations Manager
• Control Room Supervisor

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