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Contact Officer

BirminghamFull Time
  • £20,000 - £24,000
  • 30, November 2020Deadline
  • West Midlands Police
  • Government & Public Sector

Job details

If you would like to be at the exciting and invigorating frontline of policing and enjoy a varied week, where no two days are the same, then our opportunities in Force Contact could be for you.

We welcome your application to join West Midlands Police as a Contact Officer.

Preventing crime, protecting the public, and helping those in need is vital to the service West Midlands Police delivers daily to those who live and work in the West Midlands area. As a Contact Officer, you will play a pivotal role in ensuring we deliver this service from the moment you take that call or control of an incident.

Knowledge, Experience & Skills

We are looking for you to have the following skills and attributes that will complement the training programme you will receive to excel in this role.

  • Computer literate
  • Accurate keyboard skills, minimum 25 wpm
  • Accurate verbal and written language skills
  • Able to prioritise and multi-task under pressure, achieves deadlines, whilst maintaining quality
  • Proven decision maker
  • Highly developed problem-solving skills
  • Organisational skills and ability to prioritise
  • Ability to transcribe and accurately record information in a timely manner.
  • To remain professional at all times in relation to behaviour and communication with the public and staff
  • The ability to deal with callers who are distressed, angry, upset or aggressive in an effective professional manner using influencing and verbal communication skills.
  • Displays emotional intelligence
  • Ability to work independently and as part of a team where necessary
  • Demonstrable experience of delivering excellent customer service
  • Customer-focused
  • Experience of dealing directly with the public


  • Experience of call centre/control room environments
  • Knowledge and understanding of Home Office Counting Rules, National Standards of Incident Recording, National Call Handling Standards and Force Contact Call Handling Standards
  • Previous experience of working in Emergency Services, ideally policing.

Post Holders will have a nominated base location of work but may be required to work at different locations across the force area within reason and to ensure business continuity.

Posted 2 weeks ago
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