Vacancy Information
Please note this is not an application for the role.
Could you support and reassure someone in their time of need? Could you show empathy and remain calm in difficult situations? Could you see yourself being the person on the other end of the phone when someone calls the Police? If your answer is yes – we want you!
For many people, our Contact Centre Officers are the first point of contact with the police, whether it’s over the phone, by email or Social Media.
The Force Contact Centre is no ordinary call centre, it’s the start of our front line.
You’ll get a good starting salary, opportunities for progression and the satisfaction that comes from helping others.
The Role
A Contact Centre Officer plays a vital role in keeping Surrey safe.
No two calls are the same. You’ll handle a huge variety of emergency 999 calls, non-emergency 101 calls, online and social media communications. The situations you’ll face are as diverse as the communities we serve and you’ll be engaging with people of all ages and backgrounds.
As a Contact Centre Officer you will need to provide excellent customer service to members of the public, Surrey Police Colleagues and external agencies such as; Ambulance, Fire and other Forces. You will need to show empathy towards callers, and have the ability to control the call when an incident is in progress.
If you are looking to work in a fast-paced environment where no two days are ever the same, and you work well under pressure, are an excellent communicator and have the confidence to make critical decisions, this is the role for you!
Key Responsibilities
You’ll need to be able to think on your feet, ask the right questions, listen for vital details, and log information quickly and accurately. The role is in the detail; listening and analysing every piece of information to build a picture of the incident.
You’ll be using various Police IT systems and databases to accurately record and gather information, whilst also being the reassuring voice at the end of the phone.
We are particularly keen to hear from individuals who have fluency in other languages. This skill is not essential, but it is valuable in supporting Surrey’s diverse range of residents and visitors.
The role is both challenging and incredibly rewarding, and offers the chance to make a real difference to the communities of Surrey. Every person has unique experiences and we are looking for candidates to bring a range of different knowledge and skills to the role. Previous policing experience is not required, extensive training will be provided to support you in helping others during their time of need.
The role is based at our Headquarters site which is on the outskirts of Guildford, in Artington (approx. 1.5 mile outside of Guildford Town Centre), own transport is desirable as public transport is not readily available around shift times. You’ll need to be able to work shifts, including nights, weekends and bank holidays.
We take pride in being an inclusive workforce and promote flexible working to accommodate a working pattern which balances home and work life. The opportunity to submit a flexible working pattern is available upon completion of your initial training period.
Skills & Experience
- You must be aged 18 or over on the day you submit your application – there is no upper age limit.
- You must have lived in the UK for three continuous years immediately prior to application.
- Have leave to enter or leave to remain and work in the UK for an indefinite period.
- Not be a current or previous member of a proscribed terrorist organisation or group.
- Not have served a prison sentence.
- Not applied for the role previously within the last 6 months.
Contact Details
We value all our staff and provide many benefits:
- Starting salary of £22,954 plus an unsocial shift allowance in the region of £4,548 per year.
- 180 hours annual leave, rising to 209 hours depending on your length of service.
- Progressive approach to flexible working, enhanced maternity and paternity leave and potential for a career break (after two years’ service).
- Great training and development opportunities that support future career progression.
- Opportunity to join various support networks, staff associations and sports clubs.
- A competitive benefits package including pension, flexible benefits, employee assistance programme for advice and counselling, access to discounts / savings / cash-back rewards.
Additional Information
Successful candidates will be offered an 8 weeks classroom based training course. This is full time, Monday to Friday with a working pattern of the hours between 8am and 4pm. This is followed by a 16 week coaching period working the 24/7 shift pattern.
The probationary period for this role is 12 months and progress assessments take place at regular intervals during this period.
The role of Contact Centre Officer is tenured for 24 months, meaning that you will not be able to start a new position within Force during this time. You may however be able to apply for roles with longer recruitment time frames e.g. Police Constable.
Diversity Statement
We are only as good as our people. It's really important to us that our officers and staff can be themselves in the workplace and we know that as an organisation we'll grow from the variety of thinking, approach and skills that diversity can bring; all of which helps us to deliver a better policing service. We strive to ensure how we deliver our services, provide information and how we recruit is open and accessible to all.
We have a multiple staff support groups who help improve our understanding of diverse issues and ensure they are reflected in our work. We are proud members of the Stonewall Workplace Equality Index and Disability Confident, a signatory of the Race at Work Charter and aligned with the Armed Forces Covenant and the HeForShe movement.
We value the differences that people bring from all backgrounds and communities. Regardless of age, gender, ethnicity, sexual orientation, gender identity or gender expression, disability, social status or religious beliefs, we would love to hear from you!
For more information or any questions, please email the Positive Action Team at: positiveaction@surrey.pnn.police.uk