Contact Handling Support

An exciting opportunity has arisen to join us as a Contact Handling Support. If you think you have the skills and passion for this role, please click the link below to view the role profile.  

We are looking for people with a strong customer focus to answer emergency calls and provide advice and support to the communities of Dyfed Powys. 

Salary £31,476-£33,299 (including 20% shift (after training) and 13.62% weekend allowances).

Who Dyfed- Powys Police is?

We are the largest geographical police force in England and Wales, proudly serving the communities of Carmarthenshire, Ceredigion, Pembrokeshire, and Powys. The population we serve may be small in numbers (around 515,000 people) but the dynamic landscape means we must be innovative with our policing approach to cater for our communities’ differing needs, which includes a vibrant tourist economy during the summer months.

Force Communication Centre Recruitment Events

• Do you have some questions and want to know about the role of Contact Handling Support?
• Are you interested in meeting the team and where you could be working?

Why not register and attend one of our events:

• Saturday 9th March at 11am
• Wednesday 13th March at 6pm

For more information or to book a place please email FCCRecruitment@dyfed-powys.police.uk.

How to apply?

If you think you have the skills and passion for this role, please click the link below to view the role profile.  If you think this is the role for you, please complete an application.

For this application process, as per the role profile, you are not required to provide any attainments. Please leave this section blank and submit your application; you will then be sent an online test link to complete.

Please note for Welsh speaking candidates the initial national test is completed in English. Internal Force processes including force assessment centre and interview can be conducted in Welsh. To support candidates, it is suggested that you change Language to Welsh on the Jobs Posting Board.

What you will be doing?

As a Dyfed-Powys Police Contact Handling Support, you will: 

• Deal promptly, professionally, and effectively with all customer contact including the collection and appraisal of information obtained from telephone calls and digital contact.
• Answer and action non-emergency (101) and emergency (999) calls and digital contact in a timely manner.
• Interpret and summarise information provided by customers and create an accurate record on STORM (System for Tasking and Operational Resource Management) where appropriate and update when necessary.
• Provide advice and guidance to customers, signposting where relevant to other agencies for non-police matters

You will be provided with classroom-based training by our dedicated FCC trainer for the first 6 weeks. You will then move onto a shift pattern working alongside an experienced mentor until you are competent to take calls on your own.

 What can you expect?

• 24 days annual leave (rises to 29 days with 5 years’ service) plus 8 bank holidays
• Access to on-site gyms and fitness classes
• Discounts from various retailers via the Blue Light Scheme
• Cycle to Work Scheme 
• Support from our Health and Wellbeing Centre including Welfare Officers, Counselling, Physiotherapy.
• Pension scheme
• Staff Support Networks
• Flexible working opportunities
• Generous maternity/paternity and adoption leave entitlements
• Sick pay provisions

Candidates interested in working part time hours can also apply and we welcome their applications. Salaries for part time employees will be pro rata.

Please note: There is a 2-year tenure on this posting (you need to remain in post for 2 years prior to applying for alternative posts).

Please also refer to the candidate guidance on our website that provides more detail on how to complete your application.

The successful candidate will be subject to vetting and medical checks

Welsh language and diversity

We are committed to being a bilingual organisation and any application submitted in welsh will not be treated less favourably than an application made in English

We ask that all Dyfed-Powys police staff and officers can communicate to Level 1 standard. This means that you can understand and pronounce Welsh place names and can use and understand simple everyday phrases such as greetings.  If you are unable to communicate to this standard, during your probation period (typically six months) we’ll fully support you in achieving this through a variety of learning opportunities.

Dyfed-Powys Police welcomes applications from under-represented groups and Welsh speakers.

Find out if you’re eligible for Positive Action here.   

Information point:

If you require any further information about this role, please do not hesitate to contact: recruitment@dyfed-powys.police.uk