Contact Officer (Call Handler)

Department: Force Control Room

Scale: SC3/4

Salary: £22,622 – £25,353 (plus 20% shift and weekend working allowances increasing salary to approximately £30,000 – £33,500) pro rata if part time

Location: Melton 2

Hours: Full time (37 hours) and part time (18.5 hours)

Contract: Permanent

About the role

The Contact Officer is a critical position within the Force Control Room, acting as the first point of contact for all 999 emergency and 101 non-emergency calls. The role requires calmness under pressure, strong attention to detail and the ability to make split-second decisions based on information received from callers who may be injured, distressed or involved in an ongoing crime.

Responsibilities

• Receive, assess and prioritise emergency and non-emergency calls.
• Capture and process information accurately and efficiently.
• Communicate effectively with callers at all levels and in diverse, often challenging situations.
• Make rapid decisions and coordinate appropriate responses with other police agencies.

Qualifications

• Previous experience communicating effectively with people at all levels.
• Experience working in a customer‑orientated environment.
• Experience working in a secure/confidential environment is desirable.

Shift Pattern

Initial training will take place during office hours Monday to Friday. For full‑time officers the standard pattern is a 24‑hour ‘4 on / 4 off’ shift with a 20% shift allowance and weekend working allowances. Part‑time officers will work the ‘Tea Time’ shift as outlined in the Part Time Shift document, also including shift and weekend allowances.

Pay and Hours

Salary ranges from £22,622 to £25,353 for the base role, with additional allowances raising total earnings to approximately £30,000 – £33,500 when shift and weekend allowances are added.

Tenure and Progression

The role carries a two‑year tenure. During this period, officers will not be eligible to apply for any other vacancies advertised within Humberside Police. Potential progression exists to the position of Demand Resolution Officer (dispatcher).

Benefits

• Generous annual leave allowance
• Training and development opportunities
• Access to a range of occupational health facilities
• Employee assistance service (accessible 24/7)
• Flexible working where applicable
• Generous pension scheme
• Blue Light Discount
• Gym membership
• Cycle to Work Scheme
• Free on‑site car parking

Diversity and Equality

Humberside Police welcomes applications from underrepresented communities. For more information on positive action, visit the diversity page.

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