Job Introduction
Dispatch & Contact Officers
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.
Contact Officers
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.
To see more information including salaries and to apply please see here:
Dorset Police Contact Management - Working in Partnership
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