Contact Resolution Officer

Merseyside Police Force

Location: Joint Command Centre, Bridle Road

Hours: 36.5 per week *The contact centre operates a 24/7 service so you will be required to work shifts (including nights, weekends, Christmas, New Year & all other public holidays).

Salary: £17,943 to £24,030 (Plus equalisation allowance = £24,043 to £32,220) - Career Graded progression subject to assessments & completion of training.


We deal with calls from members of the public on a 24/7 basis. As a Contact Resolution Officer you will be the first point of contact in answering & responding to calls of either an emergency (999) or non-emergency (101) nature & provide the vital link between members of the public & operational police officers.

Daily duties will include:

*To receive, manage & risk assess incoming emergency & non-emergency calls, ensuring the contact received is dealt with effectively and efficiently.
*Reporting incidents & crimes, requesting assistance or information from the public or internal or external customers to ensure a professional service is delivered.
*Questioning, listening & investigation skills to prioritise, determine & risk assess the needs of the caller.
*Determine the level of help & assistance required, based on the information provided by the caller in relation to their possible threat, harm, risk & vulnerability.
*Effective questioning to assist with resolution of enquiries, incidents & crimes to minimise unnecessary deployment of police resources.
*Operate, input & update a wide range of IT systems as required (must be computer literate).
*Manage the expectations of external & internal callers.
*To ensure all data is accurately recorded in line with national policies & local force procedures.

The successful applicants will increase their knowledge & experience as they progress through the roles of contact management, crime management, incident management & police dispatch, resulting in a competent operator across all disciplines subject to assessment

Required skills:
*Good standard of verbal & written communication skills with emphasis on listening & questioning skills
*Ability to accurately extract & record information
*Ability to interpret & apply policy & legislation
*Good interpersonal skills & experience within a customer service environment, with direct customer contact
*Ability to prioritise competing demands within a fast-paced environment
*Ability to display resilience, planning & organisational skills
*Be self-motivated & have the ability to work as part of a team
*IT literate who can work with standard & in-house systems

Benefits of working for Merseyside Police:
*Competitive Pension Scheme
*Generous Annual Leave
*Onsite parking facilities
*Childcare Vouchers
*Career & pay scale progression

Applicants will be required to complete the following:
*To complete an online competency assessment & if successful they will be invited to an Assessment Centre.
*The Assessment Centre consists of a number of exercises designed to assess the full range of skills & personal attributes required for the role of Contact Resolution Officer.
*If successful, applicants will then be invited to attend an interview.
*All suitable applicants will be subject to financial sanctions check, security vetting & full medical history checks.

Equality Act 2010
Any candidate who has a disability as defined by the Equality Act 2010, is required to inform us, in order to ensure that 'reasonable adjustments' can be made. Our policy, at the stage of interview, is that we will ask all candidates whether we need to make any 'reasonable adjustments' in accordance with the Equality Act 2010. Under the Equality Act, a disabled person is someone with a physical or mental impairment, which has a substantial & long-term adverse effect on their ability to carry out day-to-day activities.

Positive Action
Merseyside Police is committed to developing a Police Service that is representative of the diverse communities that we police and serve. As an employer, we strive to ensure that all our personnel practices, including recruitment, promotion & development are applied consistently & fairly & that the overriding principle governing selection is merit.

Although the diversity of our staff is improving, we are not fully representative yet & are addressing this imbalance through a variety of initiatives such as providing appropriate advice, encouragement and support throughout the recruitment/promotion process specifically for people who are underrepresented* within the organisation.

By embedding diversity of thought throughout Merseyside Police means that talent can be properly recognised and nurtured - wherever it may be. A diverse workforce brings with it advantages such as:
*Providing more adaptability in terms of problem solving by offering a wider array of possible solutions;
*Multi-cultural organisations are better positioned to serve multi-cultural communities, by overcoming language and cultural barriers.
Having a Police service that is reflective of the community will ensure that Merseyside Police has a Police Service of skilled Police Officers, Staff and Volunteers with the core values required to meet the highest standards and expectations of the public of Merseyside.

For further information, please contact the Positive Action Team by emailing positive..uk

*Underrepresented groups in Merseyside police include Disabled, Ethnic Minority Groups (i.e Asian, Black, Chinese, Polish etc.), Females, Minority Religious groups (i.e. Jewish, Hindu, Muslim, Sikh, Buddhism etc.), Gay, Lesbian, Bisexual (Sexual Orientation), Transgender (Gender Identity).

Please click the below link to register/apply for this post:-
https://www.directch.com/merseysidepolice

This rewarding career offers an opportunity to play a pivotal role in the force and join a unique profession where you can really make a difference.