Part/Full Time: Full Time, 37 hrs p/w (shift work and weekend working)

Call handlers are based at our Headquarters in Enderby within our Contact Management Department.

The role involves acting as the initial investigating officer for reports of incidents taken over the telephone and via our digital channels.

You will ensure that all 101 non-emergency and 999 emergency calls are answered promptly within the departmental and national targets, and managed in line with the national decision making model.

The role will involve recording incidents in accordance with national and local guidance, and standards on the management of police information.

You will be investigating and resolving enquiries, demonstrating ownership of each call handled by questioning and understanding individual circumstances.

You will gather sufficient details to risk assess by utilising the national decision making model to progress incidents via the creation of incident, and grading for emergency, priority, negotiated or non-deployment.

You’ll need to be able to handle every call professionally, ask the right questions, listen for vital details and log information quickly and accurately. It's also important to be able to strike the fine balance between showing empathy with every caller while not becoming emotionally involved when dealing with sometimes difficult circumstances.

We need flexible people who can work shifts, including overnight, at weekends and some bank holidays. We’ll reward you with a great salary with enhancements to reflect the shift and weekend working.

We pride ourselves on being an equal opportunities employer.


  • to be qualified to GCSE Grade C or equivalent in English Language or have 12 months’ work experience requiring the use of English Language to that standard
  • experience of dealing with conflict or difficult situations in the workplace, where communicating concisely and in an accurate manner are required
  • have excellent communication skills – more specifically via telephone and radio systems
  • experience of customer service
  • strong IT skills and competent with computer applications including Microsoft Office packages
  • excellent keyboard skills requiring a level equivalent to 25 words per minute
  • able to demonstrate within a working environment, experience where it has been necessary to receive information, identify the salient points, draw conclusions and initiate appropriate action
  • excellent geographical knowledge
  • applicants must meet the required standard of hearing and eyesight


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Please note: We are currently implementing a new Job Evaluation scheme and all staff roles are being reviewed. Therefore the grades shown on the job adverts may be subject to change. If any changes to the grade this will take effect from the completion date.