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Apprentice Contact Management Centre Officer: Oxford (999/101 Call Handler)

Thames Valley Police
Pay: £28,169.00
Location: Oxfordshire Kidlington United Kingdom
Category: Entry Level
Available from: Jan 2020
Finishes on: Ongoing Position
Type of work: Full Time, Indoor & Outdoor
Job reference: E03233590
2019-10-03 2019-11-01

Job Description

As an Apprentice Police Contact Management Centre Officer:




  • You will deal with 999 and 101 calls from members of the public in one of our control rooms, which operate 24 hours a day, 365 days of the year

  • As the first point of contact to all incoming calls you will need to reassure the caller whilst gathering as much information as possible, to help our Police Officers deal with emergency situations and make your neighbourhood safer



You will receive structured on and off the job training, personalised tutoring and all the encouragement and support you need through our comprehensive apprenticeship programme (Emergency Service Contact Handler Apprenticeship). This will result in you being able to appropriately respond to incoming calls and evaluate the urgency and of an incident in what can be a life critical situation. On successful completion of the program you will be confirmed in post and receive a nationally recognised certificate in contact handling.



If you have recent experience of an emergency service contact handling environment (through working for an Ambulance Service, Fire Service, Police Service or the Maritime and Coastguard Agency) or have significant experience of responding to emergency service incidents which have been referred from an emergency service contact centre e.g. role of Police Officer, Special Constable Paramedic, Fire Fighter please complete the Emergency Service Contact Handler Transferee application form instead.



Part-Time/Flexible Shifts are available, however please note that training will be delivered on a full-time basis.



Please note if you have been interviewed and were unsuccessful for the Apprentice Police Controller role you must wait six months prior to reapplying. If your Apprentice Police Controller application is successful, you will need to complete 12 months in this role before you could apply for other internal vacancies. Only one application at a time is accepted for the Apprentice Police Controller / Police Contact Centre Officer role so please do not apply for multiple vacancies/locations.  If you have any queries please contact People Services Recruitment on 0845 2 66 66 77 (internal 301 6500) or email .police.uk . 



Apprentices are subject to ongoing evaluation and will need to make reasonable progress throughout their apprenticeship in order to be appointed to a permanent position.



The closing date for enquiries and receipt of completed applications is Thursday 31st October 2019.



Please be aware that we will be advertising on a rolling recruitment basis and should you be successful you will be placed into a recruitment pool. Once vetting and medical clearances have been received you will be placed into the next available intake, which will be from February 2020 onwards.



Due to the 24/7 fully rotational shift pattern you must have the capability to travel to different locations across the Force as public transport may not be available or suitable at these times.



Events: We run regular recruitment events at our Contact Management Centre in Kidlington. These are a fantastic opportunity to learn more about the role and ask any questions you might have. To book your place on one of the events, please email: .police.uk


Personal Qualities :

  • The ability to listen and question effectively, capture information accurately, and respond appropriately and sensitively to requests for information or assistance, based on training, experience and understanding of force policies

  • Resilient, reliable and able to cope in a pressured environment with the ability to remain calm and accurate in a variety of situations

  • The ability to assess and analyse information, identify risk and vulnerability and consider options for action using own initiative and professional judgement. The ability to problem solve, think logically and make sound decisions applying agreed policies, parameters and procedures



Skills Required :

  • Computer skills with the aptitude to navigate multiple IT systems.  Proven keyboard skills with the capability to type at least 28 words per minute

  • Verbal reasoning skills with the ability to empathise and communicate effectively with people of all ages and from a range of diverse backgrounds including in challenging situations

  • Good standard of verbal and written English with strong communication skills and a good standard of numeracy are essential for the role



Future Prospects :

Development opportunity within Contact Management and Thames Valley Police.


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