Contact resolution officer

This is a challenging job where we require unique individuals that can work under pressure, prioritise workloads and use their initiative.

Individuals need to have an understanding of the importance to provide a good quality and prompt service to customers. In return, you will have an immensely satisfying job where you are making a significant contribution to safeguarding the communities of South Wales.

You will be required to work 24/7 shifts.

The salary scale is 3/4, starting at £24,771.24 rising to £29,848.50 per annum pro rata. (Please note – this is inclusive of 20% shift allowance and weekend enhancements)

The roles are full-time and based at Public Service Centre, South Wales Police Headquarters, Bridgend.

South Wales Police are proud of our Public Service Centre, a centre that puts the communities of South Wales at the heart of everything it does. Our highly trained staff will answer and respond to emergency and non-emergency calls.

The centre will provide support to operational officers through radio dispatch. Our aim is to be a fully multi-functional team.

Our staff are the first point of contact for our organisation and it is at this point that our staff can positively influence the overall experience people have of the service provided by South Wales Police.

In addition, the information gathered by our staff will be the foundation upon which the response to a wide variety of operational incidents is based, including road accidents, firearms incidents, anti-social behaviour, hate crime and assaults.

The Departments’ role within the organisation includes:

  •  Managing emergency and non-emergency telephone communications to the Force, both from the public and other emergency services.
  •  Ensuring the accurate recording and passing of incident information.
  •  Arranging a police response, calling on specialist units like the helicopter crew, firearms or scenes of crime staff to support the policing operation if necessary.
  •  Managing police radio transmissions.
  •  Liaising with local authority CCTV operations, prisons and other Government organisations (for example Royal Mint).
  •  Managing police communications at major events (e.g. a royal visit) and sporting events.
  •  Monitoring the M4 corridor in the South Wales Police areas.

Our Public Service Centre handles over 1.2 million emergency and non emergency calls from the Public every year.

We are the first point of contact for callers and play a crucial role in ensuring the public get the right response from us.  Our state of the art technology enables us to respond to calls effectively and to make sure officers are efficiently dispatched to the wide variety of operational incidents including road accidents, anti-social behaviour incidents, hate crime assaults and firearms incidents.

Shift pattern

You will be required to work a shift pattern, which consists of working  a combination of eight, nine and ten hour shifts over a 24/7 period for six days which will include morning, afternoon and night shifts , followed by four rest days.

Application process

  1.  Eligibility checks (Papersifting)

Applicants for the Police Service must undergo thorough screening. Please list all surnames by which you have been known, including your name at birth.

Your application will not be processed without a National Insurance number.

You must be able to answer YES to all of the following statements before applying.

  • You must be 18 years of age or over at the time of applying.
  • You need to be a British citizen or a citizen of a country that is a member of the European Economic Area, or Switzerland. Commonwealth citizens and foreign nationals who are resident in the UK and free from restrictions are also eligible to apply.
  • You have been a resident of the United Kingdom for the last 3 years – Applicants are reminded that they must have been continually resident in the UK for the three year period immediately before an application is made. This is to satisfy the requirement to vet all applicants in an equitable manner and the UK Police service does not currently have any means of facilitating vetting checks overseas, to the extent required of those who have been resident in the UK. Applicants, who cannot be vetted, cannot be appointed.
  • Ideally, you should not have a criminal record. If you have a conviction as an adult or juvenile it is unlikely that you will be suitable, but some minor offences and cautions may not exclude you. This includes anyone who has received a formal caution in the last five years, committed a violent crime or public order offence. When making our decisions we are guided by npia-02-20112835.pdf (3192 downloads).
  • You must not be registered bankrupt with outstanding debts, have outstanding county court judgements against you, or be subject to a current Individual Voluntary Arrangement (IVA).
  • You have no more than 3 motoring convictions in the last 5 years.
  • The Police Service has a policy of prohibiting any of their officers or staff from becoming members of the British National Party (BNP), Combat 18 or the National Front, whose aims, objectives or pronouncements may contradict the duty to promote race equality.
  1.  Short Listing (scoring of the competency questions in your application form)

A selection panel will short list applications against a number of set criteria. The criteria chosen for each short listing is selected directly from the Role Profile and you will be able to see what the shortlisting panel will be selecting against as this is available in the matrix table at the end of the role profile.  This is what you should be evidencing against in your application.

Applicants are expected to evidence their ability set against the identified criteria in the Role Profile. At all times you must give examples indicating the quality and quantity of work you have been doing. Please refer to further information under the application process.

We will notify all applicants of the outcome of the selection process, whether or not their application is successful. We will be able to provide you with your scores but unfortunately individual feedback will not be available. You will be welcome to re-apply when we are next recruiting.

Assessment process

If your application is successful you will be required to pass 2 audio tests. One test will be to assess your spelling and grammar specifically, and the other will be to test whether you can extract salient information from the call.  Both tests will assess your ability to handle these types of calls and obtain the information our police officers need.

In order to pass the tests you don’t need to type word for word, but you must cover all the relevant and important information and everything you type must make sense.

You will be allowed to stop or rewind the test but this will slow your typing speed and you may not finish all the scenarios in the prescribed time which may affect your overall score.

You will be provided with your scores but unfortunately we will not be able to provide individual feedback.  If you are unsuccessful you will be welcome to re-apply when we are next recruiting.

Assessment centre

If you are successful in the audio tests you will be required to attend an assessment centre where you will need to complete a Police Initial Recruitment Test (PIR) in relation to number and verbal reasoning; a competency based interview; and a role play telephone call where you will interact with an assessor.

The Assessment Centre is a series of practical exercises designed to test your mental dexterity. These exercises are used to determine if applicants have the necessary skills and judgement to perform the role of Public Service Centre Operator.

We will give you full information on what is involved in the assessments at the relevant time.

You will be provided with your scores but unfortunately we will not be able to provide individual feedback.  If you are unsuccessful you will be welcome to re-apply when we are next recruiting.

Vetting, reference, referee and medical checks

Applicants will be invited to complete a medical questionnaire which may be discussed to identify any issues which may prevent appointment because of a risk to the applicant or anyone using the service of South Wales Police.

In addition, a hearing test will be completed for the purpose of health surveillance. The nature of work necessitates security-vetting checks. Appointment is conditional to all these checks being completed satisfactory. 

Employment references will also be sought from current and previous employers from the last three years.

Offer of appointment

This will only be provided once all the background checks are satisfactory. We will try to give you as much notice as we can but will give you a minimum of 4 weeks so that you can talk to your current employer about when they can release you to commence duty with us. At this point you will also have a contract of employment.

Please ensure you do not hand in your notice with your current employer until we have provided you with your contract.

Training and annual leave

All recruits will undergo a modular training programme that will last for a total of 16 weeks. Elements of the training will take place in our training site within South Wales Police Area.

You will also complete part of your training in your substantive place of work, that being the Public Service Centre, South Wales Police Headquarters.

During the 16 week training period you will not be permitted to take any annual leave except for scheduled leave in week 8 of training.

There will be classroom based learning followed by consolidation within the “live‟ environment, you will receive support every step of the way.

Weeks 1 – 7 – Working Monday – Friday 09:00 – 17:00. You will receive training in the South Wales Police IT systems and all elements of call handling.

Week 8 – Annual leave

Weeks 9 – 16 – Working shift pattern. Consolidation of learning with Tutors.

You will complete assessments along the way and you will be required to reach an acceptable standard of operating.