Emergency Service Contact Handler Transferee (999/101 Call Handler)

Contact Management
Abingdon, Kidlington, Milton Keynes
TVP Broad Band 2E
Band 2E circa £29,064 per annum pro rata INCLUSIVE of 33.5% shift allowance. Progression based on performance, plus benefits .
Full & Part Time

Do you have recent experience of an emergency service contact handling environment where you regularly interact with individuals of all ages? If so Thames Valley Police are looking to recruit you to join the fast-paced world of the Contact Management Centre or Control Room.

You must 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.  

As an Emergency Service Contact Handler Transferee you will deal with 999 and 101 calls from members of the public in one of our contact centres, 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 training programme. This will result in you being able to appropriately respond to incoming calls and evaluate the urgency of an incident in what can be a life critical situation. On successful completion of the program you will be confirmed in post and receive 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 listen and question effectively, consider options for actions, and respond appropriately and sensitively to requests for information or assistance is also essential. You must have recent experience of working in a computerised environment, with an aptitude to navigate multiple IT systems. Prior to interview you will be required to take an operator test which will include the ability to type 28 words per minute.

You will be subject to ongoing evaluation and will need to make reasonable progress throughout your training in order to be appointed to a permanent position

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

Part-Time /Flexible Shifts are available, however the initial training will be delivered on full time hour’s basis for a short period of time and be held in Kidlington.

If you have any queries please contact People Services Recruitment Department on 0845 2 66 66 77 (internal 301 6500) or email RecruitmentStaffCM@thamesvalley.pnn.police.uk quoting reference 999.

We will be advertising on a rolling recruitment basis and should you be successful you will be placed into the next available intake.

If you do not have any previous emergency services contact centre experience, please complete the Trainee Contact Management Centre Officer or Trainee Police Controller application form on our website.

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.

Please note that recruitment is currently open, but there will be a delay in offering a start date due to COVID19.


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.