Being a 999 and 101 Contact Resolution Officer can be challenging and no two days are the same. Whether it’s taking a report of a missing person, a burglary, an incident, or supporting someone in crisis, our Contact Resolution Officers (who you may know as 999 Call Handlers) play a vital role in our organisation, where we strive to keep our communities safe, identifying and protecting the most vulnerable, preventing crime and pursuing offenders.
Variable Shift patterns.
Shift allowance applicable to shift pattern one completion of full-time training
Location: Bridle Road
Find your calling….. Would you excel in an opportunity to help protect our Merseyside Communities?
Being a 999 and 101 Contact Resolution Officer can be challenging and no two days are the same. Whether it’s taking a report of a missing person, a burglary, an incident, or supporting someone in crisis, our Contact Resolution Officers (who you may know as 999 Call Handlers) play a vital role in our organisation, where we strive to keep our communities safe, identifying and protecting the most vulnerable, preventing crime and pursuing offenders.
The role of a Contact Resolution Officer
About the Role: As a Contact Resolution Officer, you will be the first point of contact for emergency and non-emergency calls. Your primary responsibility is to obtain accurate information from callers, provide reassurance to enable you to either resolve their issues or to allow our Police Officers to effectively deal with incidents. This role requires excellent communication skills, empathy, and the ability to remain calm under pressure.
You will receive excellent support, training and skill development to ensure that you can be the best you can be whilst working for one of the best performing Police forces in the country.
Requirements for the role:
Our lines operate 24/7, 365 days a year, and the team are required to work shifts. This will include working evenings, nights, weekends and public holidays – the range of full time and part time shift patterns and number of hours are attached in the supporting documents so please ensure you view this before you commit to applying. We have some limited opportunities to work full time and a wide range of part time shift patterns available which will be discussed with you closer to your offer stage.
An example of these can be found HERE
Please note that even if offered a part time role there will be a requirement to work full time hours (36.5) for the first 14 weeks during your training period, this will involve a mixture of classroom duties and 24/7 shifts for mentoring in the live environment before you move onto your allocated shift pattern.
The full-time salary of a Contact Resolution Officer starts at £27, 204 and increases each year in increments until it reaches £29,589. Your actual salary will be dependent on number of hours and shift patterns available at time of appointment and each pattern with vary in number of hours and the shift allowance (equalisation allowance) attached to it. For example, our 22-hour, part time 4 on 4 off shift pattern would give an estimated annual “take home” salary of £19,400 per year inclusive of an 18.5% equalisation allowance.
Merseyside Police is a dynamic, challenging, and rewarding place to work, we take pride in everything we do. The best performing urban Force as graded by HMICFRS to date, our strategy is simply to put the communities of Merseyside first. We have a strong focus on continuous improvement in the areas we’re passionate about: ending Violence Against Women and Girls; tackling Serious Organised Crime and County Lines; strengthening our approach to Diversity and Inclusion; building trust and confidence through Community Engagement.
You’ll be working for a friendly employer who has a passion for investing in its people and creating the conditions so you can thrive and be your best self. Our rewards package includes 25 days annual leave (pro-rated), family friendly policies, and local government pension scheme and you’ll also get access to additional benefits that are unique to our organisation in the form of access to many discount schemes and networks.
Our Recruitment Process
Please find information below relating to the process and associated timescales for this campaign – please note that applications processed will be to fulfil various intakes throughout the year.
Please complete the supporting evidence document which asks you 2 questions in line with a Role Model for Standards and Values on our Leadership Framework Please answer the questions to the best of your ability using real life examples. Please keep your answers to 250 words per answer. Please contact careers@merseyside.police.uk if you have any difficulties submitting your evidence.
Please click HERE for the job description
Please click HERE to view our example part time shifts
Please click HERE to complete the supporting evidence document.
Please click HERE to download our Leadership Framework
Please provide 5 years employment/education history explaining any gaps as part of the experience and education history section of your application form. We will use this information to obtain references with your permission, once we have conditionally offered you the position.
If you have any questions about the role or need assistance applying, please contact careers@merseyside.police.uk
Our commitment to Diversity, Equality and Inclusion
Building a workforce that represents our communities is important to us. We aim to attract & keep people with the best skills & highest potential. We want to attract a diverse range of individuals into our force who might not have considered a career with us before.
We particularly welcome applications from women and black & ethnic minority candidates.
To help us achieve a workforce that represents our communities, we have a dedicated team working to encourage people from diverse communities to build their career with us. They provide support & guidance throughout the application process to candidates from under-represented groups.
If you require any reasonable adjustments during the recruitment process, please let us know. We will work with you to ensure you have the support you need.
To find out more about the support on offer from our dedicated Outreach team please click here or contact us at Outreach@merseyside.police.uk