PSC 999/101 Call Handler - Incident Risk and Resolution Officer September 2025

Police 999/101 Call Handler - Incident Risk and Resolution Officer

Responsive round the clock, the Public Service Centre (PSC) is at the very heart of our work and operations.

It handles all incoming emergency and non-emergency telephone calls from the public, so the work is both rewarding and essential to safeguarding the communities of South Wales.  The PSC takes over 2000 calls a day and no two calls are ever quite the same, including serious crime, sudden deaths, traffic collisions and missing vulnerable persons.

South Wales Police are seeking to recruit several full-time Incident Risk and Resolution Officers from all areas of the community, and we would encourage applications from diverse minority groups, to work within our innovative Public Service Centre in South Wales Police Headquarters, Bridgend.

This full-time position will offer you the exciting opportunity to work within our dynamic Public Service Centre. We will build upon your skills and abilities and teach you to respond to emergency and non-emergency calls in the best possible way and deliver a quality service to the communities of South Wales.

This is a challenging job where we require unique resilient individuals that can work under pressure, prioritise workloads and use their initiative, whilst managing sensitive and sometimes distressing calls. Individuals need to understand the importance to provide a good quality and prompt service to customers.  In return, you will have an immensely satisfying job where you are making a significant contribution to safeguarding the communities of South Wales. 

Please visit https://www.south-wales.police.uk/police-forces/south-wales-police/areas/careers/careers/ for an insight into the work carried out by the Public Service Centre and the recruitment process.

You will be required to work 24/7 shifts. You will be required to work a shift pattern, which consists of working a combination of eight, nine- and ten-hour shifts over a 24/7 period for six days which will include morning, afternoon and night shifts, followed by four rest days.

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.  If you are unable to provide evidence, you may still apply but will be required to undertake an SHL test which consists of a Verbal Logical Reasoning and Numeracy test, face to face at SWP Headquarters.

Applicants must be 18 at time of application.

Please note you are not required to complete the skills/competencies section 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 8th September 2025 and will remain open until 12:00 midday on 25th September 2025.
• 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.
• The recruitment process can take several months and there will be various start dates for this post across 2026. You will be sent information on intake dates following passing the assessments and interview. 

Awareness Sessions 1830-2000

The Public Service Centre will hold awareness sessions which will offer applicants an opportunity to gain an insight and ask any questions in relation to the role and recruitment process.

15th September –  https://policejobswales.tal.net/vx/appcentre-SouthWales/brand-3/spa-1/candidate/so/pm/6/pl/15/opp/8463-PSC-999-101-Call-Handler-Awareness-Session-15th-September-2025/en-GB

22nd September  - https://policejobswales.tal.net/vx/appcentre-SouthWales/brand-3/spa-1/candidate/so/pm/6/pl/15/opp/8465-PSC-999-101-Call-Handler-Awareness-Session-22nd-September-2025/en-GB

Please CLICK on the above links to register to attend a session.

The session is available to attend in person at South Wales Police HQ, Bridgend.

As an equal opportunities’ employer, we welcome applications from all suitably qualified persons. However, as black and minority ethnic (B.A.M.E) candidates are currently underrepresented within the Force, we would particularly welcome applications from B.A.M.E applicants.  If you would like to discuss further the opportunities, support offered and the forthcoming recruitment campaign, please contact our Positive Action Team on positiveaction@south-wales.police.uk

If you can’t find the answers you are looking for, please call 01656 869225 or e-mail hr-recruitment@south-wales.police.uk.