Force Contact Centre Officer at West Midlands Police

, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

07 Feb, 26

Salary

0.0

Posted On

09 Nov, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Verbal Communication, Listening, Teamwork, Multi-tasking, System Navigation, Attention to Detail, Calm Under Pressure, Decision Making, Risk Assessment, CCTV Monitoring, Emotional Management, Customer Service, Emergency Services, Healthcare, Dispatch

Industry

Law Enforcement

Description

Previous applicants who have not been successful for this role in the last 6 months are not eligible to apply on this occasion. Be the Calm in the Chaos. Be the First Voice and the Coordinating Force. West Midlands Police is recruiting dedicated individuals to join our Force Contact Team in dual roles as Contact Handlers and Dispatchers. These critical frontline positions ensure the public receives timely, professional support during emergencies and that police resources are deployed effectively across the region. Whether you're answering a 999 call or coordinating officers to a live incident, your actions will directly impact public safety and community trust. Key Responsibilities Contact Handling Answer emergency (999) and non-emergency (101) calls with empathy and professionalism. Use structured questioning to assess risk and gather vital information. Record incidents accurately using force systems using recognised risk assessment tools (National Decision Model and THRIVE). Provide reassurance and guidance to callers in high-stress situations. Escalate incidents appropriately and liaise with internal teams. Dispatch Deploy police resources to live incidents using multiple systems and CCTV feeds. Make rapid decisions using recognised risk assessment tools (National Decision Model and THRIVE). Liaise with officers on the ground and ensure accurate, timely updates. Monitor and manage multiple incidents simultaneously. Maintain clear communication with internal teams and supervisors. Salary: Up to 33.79% on top of baseline salary with a 24/7 shift pattern – 6 on 4 off, early/late/night shifts or 3x3x3 shift pattern. You will be aligned to one of these shift patterns based on what is required by Force Contact department at the time of hire. What We’re Looking For Excellent verbal communication, listening, and teamwork skills. Ability to remain calm and focused under pressure. Strong multi-tasking, system navigation, and attention to detail. Minimum typing speed of 35 words per minute. Confidence to challenge and escalate appropriately. Willingness to work a 24/7 shift pattern (including nights, weekends, and bank holidays). Desirable Attributes Previous experience in customer service, emergency services, healthcare, or dispatch environments. Familiarity with control room systems, CCTV monitoring, or safeguarding indicators. Understanding of police procedures, incident grading, and vulnerability management. Ability to manage emotionally challenging conversations with professionalism. Training & Support 13-week structured training programme covering call handling, dispatch scenarios, system navigation, and control works. Ongoing mentoring and resilience support. Access to occupational health and mental well-being services. Why Join Us? Make a meaningful impact in your community every day. Work in a fast-paced, supportive, and dynamic environment. Comprehensive benefits including pension, Blue Light Card, and employee assistance programme. Application Process Online Application & Paper Sift Online Assessment Assessment Centre – Includes mock 999 calls, dispatch scenarios, and team exercises. Interview – Assess motivation and role understanding. Medical & Vetting Important Notes This is a full-time role. Candidates must pass all training phases to progress. Reasonable adjustments available upon request. Prospective officers and staff must be held to a higher standard of behaviour and accountability than members of the public, and that therefore their right to privacy can be fettered in certain circumstances. This is to ensure that members of the police are fully aware and accountable for the unique powers entrusted to them and the standards of professional behaviour they swear to uphold. Vetting Successful applicants will be required to pass Recruitment Vetting and Counter Terrorism Clearance scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process. Medical Appointment to this role may be dependent upon successfully completing medical checks, which may include a drugs test and if required a fitness test. Diversity & Inclusion West Midlands Police is a Disability Confident Leader and committed to building a diverse and inclusive workforce. We welcome applications from all backgrounds and experiences.

Responsibilities

The Force Contact Centre Officer will handle emergency and non-emergency calls, providing support and guidance to the public while ensuring effective deployment of police resources. This role requires accurate incident recording and coordination with internal teams during live incidents.