Contact Centre Staff

About the role

The Contact Centre Staff member will be the first point of contact for the public using the 101 non‑emergency and 999 emergency services. You will handle phone and online enquiries, assess risk, and ensure the appropriate help is dispatched while providing a calm and empathetic service.

Key responsibilities

• Answer 101 and 999 calls and respond to online contact from the public.
• Conduct triage duties to familiarise with the contact centre environment before formal training.
• Perform risk assessments and direct callers to the correct service or emergency response.
• Aim to resolve enquiries at the first point of contact, supporting the ‘get it right first time’ objective.
• Maintain accurate records of calls and follow established procedures.

Required profile

• Must be at least 18 years old by the start date.
• Ability to work shift patterns, including weekends.
• Strong communication skills and the capacity to remain calm during sensitive or upsetting calls.
• Commitment to delivering a high‑quality public service.

Required skills

What we offer

• Scale D salary ranging from £31,012 to £34,039 per annum inclusive of a 14% shift allowance.
• Potential weekend working allowance of up to £2,500 after completing classroom‑based training.
• Comprehensive contact officer training and opportunities for career development within Dorset Police.