Trainee Contact Management Centre Officer: Oxford - Kidlington (999/101 Call Handler)

Contact Management
TVP Broad Band 2E
Band 2E circa £27,260 per annum pro rata INCLUSIVE of 34% Primetime shift allowance (33.5% from Oct 2019 due to change in the shift pattern).
Full & Part Time

Are you looking for a job role where no two days will be the same? Where you will help provide a vital service to the public, which will often be in situations when they need it the most? If so Thames Valley Police are looking to recruit you to join the fast-paced world of the Contact Management Centre.

As a Trainee Police Contact Management Centre Officer you will deal with 999 and 101 calls from members of the public in one of our control rooms, which operate 24 hours a day, 365 days of the year. As the first point of contact to all incoming calls you will need to reassure the caller whilst gathering as much information as possible, to help our Police Officers deal with emergency situations and make your neighbourhood safer.

You will receive structured on and off the job training, personalised tutoring and all the encouragement and support you need through our comprehensive apprenticeship programme (Emergency Service Contact Handler Apprenticeship). This will result in you being able to appropriately respond to incoming calls and evaluate the urgency and of an incident in what can be a life critical situation. On successful completion of the program you will be confirmed in post, receive a nationally recognised certificate in contact handling as well as receiving an increase in pay.   

The Essentials
A successful candidate will be resilient, reliable and able to cope in a pressured environment with the ability to remain calm in a variety of situations. You must be able to use your own initiative and professional judgement to solve problems and identify risk and vulnerability. An ability to be able to listen and question well, displaying empathy and tact is also essential. A good aptitude to navigate IT systems is required along with a willingness to learn bespoke in house systems. Prior to interview you will be required to take an operator test which will include the ability to type 28 words per minute. Please see attached recruitment process document for more details on each stage.

Good standard of verbal and written English with strong communication skills and a good standard of numeracy are essential for the role. English and Maths GCSE A-C are desirable on entry, so proof of attainment will be requested. Successful applicants without these GCSEs will be offered support to achieve an equivalent level of qualification in these subjects (functional skills level 2) during the first 12 months of employment in order to achieve the apprenticeship qualification.

Providing you are over the age of 18 we encourage applications from all age groups and demographics.

If you have recent experience of an emergency service contact handling environment (through working for an Ambulance Service, Fire Service, Police Service or the Maritime and Coastguard Agency) or have significant experience of responding to emergency service incidents which have been referred from an emergency service contact centre e.g. role of Police Officer, Special Constable Paramedic, Fire Fighter please complete the Emergency Service Contact Handler Transferee application form instead.

Part-Time /Flexible Shifts are available, however please note that training will be delivered on a full time basis.

Please note if you have been interviewed and were unsuccessful for the Trainee Police Contact Management Centre Officer role you must wait six months prior to reapplying. If your application is successful, you will need to complete 12 months in this role before you could apply for other internal vacancies. Only one application at a time is accepted for the Trainee Police Controller/ Police Contact Centre Officer role so please do not apply for multiple vacancies/locations.   If you have any queries please contact People Services Recruitment on 0845 2 66 66 77 (internal 301 6500) or email . 

The closing date for enquiries and receipt of completed applications is Sunday 30th June 2019.

Please be aware that we will be advertising on a rolling recruitment basis and should you be successful you will be placed into a recruitment pool. Once vetting and medical clearances have been received you will be placed into the next available intake, which will be from August 2019 onwards.

Due to the 24/7 fully rotational shift pattern you must have the capability to travel to different locations across the Force as public transport may not be available or suitable at these times.

Events: We run regular recruitment events at our Contact Management Centre in Kidlington. These are a fantastic opportunity to learn more about the role and ask any questions you might have. To book your place on one of the events, please email: The next event is:

Tuesday June 11th – 1830-2030




Police Officers and Police Staff have access to a fantastic range of benefits, dependant on role, location and length of service. To view a full list of our benefits please click here


All posts require a level of Police Vetting as per the National Vetting Code of Practice. The residency requirement is necessary to enable all applicants to be checked in an equitable manner. Thames Valley Police will allow applicants to apply who do not necessarily reach the criteria as long as they have proven UK residency and supporting evidence where necessary. Applications will be considered on a case by case basis.

Thames Valley Police serves diverse communities; to truly reflect this, we are keen to recruit people from Black, Asian and other minority backgrounds. We value the knowledge and experiences that individuals bring from different cultures and welcome any contributions that can enhance the services we deliver to the public.

We believe in investing in all of our people, and run tailored Positive Action Initiatives to support our colleagues from underrepresented backgrounds in their personal and professional development, ensuring everyone has a level playing field to succeed, progress and feel fulfilled in their careers.

We will consider applications from flexible workers and look for job share opportunities where possible.

This opportunity is closed to applications.