Dispatch &
Contact Officer
Recruitment is currently closed.
Please check this website to check when recruitment reopens for Dispatch and Contact Officer.
Learn more about the role through the tabs below.
This role is based at our Force Headquarters in Winfrith, Dorset.
A unique job for a unique person, this role demands a friendly, patient, broad minded individual with a positive attitude. You must be able to work as part of a close knit, supportive team and make decisions in situations which may be frustrating or distressing for the caller.
The role of a Dispatch and Contact Officer requires you to participate in the operation of Dorset Contact Management and provide a high quality service to members of the public, police officers and police staff.
The focus of the Force Command Centre is on making every contact count by ‘getting it right first time’ and ensuring an efficient and effective customer journey as well as seeking to address the maximum number of calls at the first point of contact within a 24 hour capability. You will also be responsible for directing officers to the scenes of incidents and controlling incidents via radio and other forms of digital communication.
Prior to your Contact Officer training course (which you will be advised of once you have started in the role) you will be working as a triage operator to familiarise yourself with Contact Centre and the types of enquiries. Your salary and shift allowance will remain as above.
You will act as the first point of contact for members of the public using the 101 and 999 service, utilising risk assessments you will ensure that the most appropriate help and support is established, providing an efficient and reactive response to requests for service from the public.
Earn up to £35,321 per annum.
Commencing salary is Scale D £28,409 to £31,180 per annum inclusive of 14% shift pay PLUS the potential to earn up to £2500 in weekend allowance (which is claimable).
When proficient (this is subject to pass/fail assessments after completion of 999 and dispatch training) you will move to the full shift pattern and receive Scale D £29,905 to £32,821 per annum inclusive of 20% shift pay PLUS the potential to earn up to £2500 in weekend allowance (which is claimable).
Our full-time shift pattern can be viewed via the link below.
Contact Officer
Recruitment is currently closed.
Please visit this website to check when recruitment reopens for Contact Officers.
Learn more about the role through the tabs below.
This role is based at our Bournemouth Contact Centre in Dorset.
A Contact Officer is the first point of contact for a caller to Dorset Police. What you say and how you say it will help resolve the caller’s query and influence how they feel about Dorset Police once the call has been completed.
A unique job for a unique person demands friendly patience, a broad mind and a positive attitude. You must be able to work as part of a close-knit, supportive team and make decisions in situations which may be frustrating or distressing for the caller.
Acting as the front line of policing as one of our Contact Officers you will be responsible for receiving non-emergency and emergency calls, and online contact from members of the public. Your role will be ensuring the most appropriate help and support is established, handling every call with empathy, whilst remaining calm when dealing with potentially sensitive and upsetting calls.
The focus of the Dorset Contact Management is on making every contact count by ‘getting it right first time’ and ensuring an efficient and effective customer journey as well as seeking to address the maximum number of service calls at the first point of contact within a 24 hour capability.
Prior to your Contact Officer training course (which you will be advised of once you have started in the role) you will be working as a triage operator to familiarise yourself with Contact Centre and the types of enquiries. Your salary and shift allowance will remain as above.
Do you have:
• Good communication skills – with the ability to provide excellent customer service
• Good IT skills and the ability to type 30 words per minute
• Good decision-making skills and the ability to solve problems quickly using your own initiative
• Resilience within a high-pressure environment
• Ability to work effectively as part of a team and work to achieve team goals
You will act as the first point of contact for members of the public using the 101 and 999 service, utilising risk assessments you will ensure that the most appropriate help and support is established, providing an efficient and reactive response to requests for service from the public.
The commencing salary will be Scale D £28,409 to £31,180 per annum inclusive of a 14% shift allowance PLUS up to approximately £2500 weekend working allowance, which is claimable.
Our full-time shift pattern can be viewed via the link below.
Counter Services Officer
Work in our front offices as the first point of contact for the public.
No 'average' call!
Last year, 389,820 contacts were received from members of the public of which 131,778 were 999 emergencies and 149,500 were 101 non-emergency calls and 108,542 online contact. Each contact is treated equally, and each situation is taken on its own merits. We are here for those that need us 24/7, 365 days per year dealing with both emergency and non-emergency calls and online contact methods.
It is a challenging role but working part of a team that will feel like a family in no time at all is all in a day's work.
Some calls will be challenging and sometimes difficult and will rely on your ingenuity and resilience but there are always team members on hand to support you and provide 'time out' to talk about any issues that arise.
Working on a shift system, we are available 24 hours a day, 7 days a week. Although a highly pressured role, the rewards are equally as high.
There are two core roles available in our Contact Centres.
Positive Action Recruitment Support
We aim to build our workforce to reflect the rich diversity and complexities of our communities by attracting the best talent from the widest pool of people.
We are currently under-represented by women (in police constable, detective constable and special constable roles), people who are Black, Asian or of ethnic heritage, and people who are disabled or neurodiverse. If you fall within one of these under-represented groups, our Positive Action Team can provide support ahead of a recruitment process.
You can find out more and register for positive action support via the link below.