Part Time Contact Resolution Officer - Emergency services call handler

Some information about the role…

The Joint Public Service Centre works 24 hours a day, 7 days a week, 365 days a year. It’s a fast paced ever changing environment which is right at the heart of the action for the Police service within South Wales.

Joint Public Service Centre Call Handlers are highly trained and skilled, they deal with all emergency calls received through 999 and all non-emergency calls received via 101. In addition to recording incidents and giving advice, the call handlers are also trained to record and investigate certain types of incidents and crimes all with the aim of giving the most effective and efficient service to the caller. 

Whilst it is a highly responsible, challenging and varied career, it is also incredibly rewarding and fulfilling. Having the ability to help someone in their hour of need and make a real difference can be life changing, not just for people who need the Police but the Policing family too. Whilst some calls can be exciting, many are highly emotional and it’s the responsibility of the Joint Public Service Centre Staff to remain calm, whilst reassuring the caller and gaining all the vital information. Our teams are completing the initial assessments around threat, harm, risk and vulnerability based on the information they have obtained and making the decisions of how the callers need is best met – a real chance to make a difference

What we’re looking for….

We are looking for enthusiastic and ambitious applicants with a positive approach and good telephone manner with people.  Individuals who have transferable skills who are looking for a new opportunity to develop, gain knowledge and new experiences then this may be the job for you!

What you can expect from us….

You will be part of the team. We will train and support you throughout your training and probationary period to ensure you understand your role and responsibilities.  The 6 month probationary is there for us to train you, giving you the time necessary to learn and understand the complexity of the role.

Some more information

If successful you will be employed subject to a 6 month probationary period. The reason for the length of this probation period is because we spend a lot of time ensuring you receive all the necessary training and support. This gives you enough time to learn, gain confidence and become competent in both call handling and crime recording.

You would commence on grade 4/5 and initially undertake Call Handling training. The first 15 weeks is full time (7 weeks of which is classroom based) and no significant annual leave can be accommodated within this period. Following the classroom based training you will move into full time working within the Public Service Centre to build upon experience and confidence in fulfilling the call handling duties with the full support of the team. Beyond initial training you will move to part time hours of 20 hours per week following a rotation of the 2 week pattern sample below and your pay will be adjusted to reflect this. Please note the pattern start date will be confirmed within the first few weeks of employment.

Overtime

Once fully competent, there are overtime opportunities. 

Application criteria

Please note that you will be required to upload evidence of your level 2 English and Maths certificate at the same time as you submit your application.

Applicants must be 18 at time of application.

Please note you are not required to complete the skills/competencies on the application form you will be sent an online test to complete within 2 weeks of the application closing date.

• This is a bulk application process and will go live at 9am on 4th January 2023 and will remain open until 12:00 Midday 25th January 2023.
• South Wales Police reserve the right to close the vacancy if we reach sufficient applications.
• Your application is receiving attention but may not be processed immediately.