Apprentice Contact Management Centre Officer: Milton Keynes (999/101 Call Handler) - Advanced (Level 3)

Thames Valley Police (Employer)

Thames Valley Police (Training Provider)

Annual wage £29,064.00
37.0 hours per week Primetime shifts meaning no fixed shifts - Each day, week and quarter can be different. The 24/7 fully rotational shift pattern is published on a 12 week basis.
18 months (duration)
5 January 2022(start date)
Emergency service contact handling (apprenticeship standard)
30 positions available
26 September 2021 (application closing date)
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Job Description

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.


“Help me, please help me he is going to kill us. He has forced his way in and hit me and tried to take my baby. He is screaming and his eyes look wild, I think he has taken something. He went to the kitchen to get a knife – I ran upstairs and we are hiding in the bedroom. I can hear him coming up the stairs shouting, I’m scared, my son is crying, he is shouting that he hates us. I need help, please help me.”

It’s all about the detail and asking the right questions, she is distressed and screaming, a baby is crying. Did she say he had hit her or snatched her baby, is he under the influence of anything? Did he have a knife? Was it a butter knife or a bread knife? As you are listening it is difficult as the baby is still screaming, as you are typing you are beginning to think about the priority of the call. As you listen and type you are analysing the information given to you and thinking of what else you need to ask. You are doing all of this whilst keeping the caller calm, safe and reassuring her help is on the way. You have passed everything to a colleague in the Control Room who is talking to the officers sent to help, they arrive and take over. The situation is still happening but your involvement is over and you have played your part.

You are now ready for your next call.

“I would like to report my brand new car has been keyed …..”

Our teams are the first point of contact for over 1000 emergency and over 2200 non-emergency phone calls and over 100 interactions via our digital platforms every day.

As a Police Call Handler you will perform one of the most demanding roles in the modern police force and one which is key to inspiring satisfaction and confidence in the community, you must be able to work and make decisions under pressure, displaying high levels of emotional resilience to be able to deal with real time emergency situations. We ask our teams to assess priority and severity of incidents, whilst always doing their best to reassure the caller that we'll get them the appropriate support or assistance as quickly as possible.

Key Responsibilities

An average shift looks like this:

  • Handling emergency and non-emergency calls. You will have to be able to remain calm whilst taking control of a call and getting as much information as possible by asking the right questions and recording that information so it is relayed to the officers responding.
  • Crime Recording – using our systems to take reports of crime and making sure everything is recorded according to guidelines.
  • Working with partner agencies to record other incidents in which the Police play a role.
  • Signposting members of public to more appropriate agencies when it is not a matter dealt with by Police.
  • Dealing with requests/queries via online platforms
  • Making sure we deliver a good service by being available and dealing with sometimes constant calls to a professional standard.

You do not need previous experience; instead we're looking for common sense, attention to detail, good communication skills, high levels of resilience and a calm head under pressure. Above all, you'll have the drive and determination to make a difference to the communities we serve.

You will receive structured on and off the job training through our comprehensive apprenticeship programme:

On successful completion of the program you will be confirmed in post and receive a nationally recognised Level 3 Certificate in Emergency Service Contact Handling.

Shift Patterns

We operate 24/7, 365 days of the year. An example of the shift pattern is attached for you – due to this it may be public transport is not available or suitable at the times needed.

As part of the Thames Valley Police family you will enjoy a fantastic range of benefits including 22-30 days annual leave per annum pro-rata for part time (plus Bank Holidays), flexible working conditions, performance related pay increases, a wide range of lifestyle discounts, career development opportunities and have the option to join a local government pension scheme. To view a full list of our benefits, please click the below link.

Should you have any pressing questions specifically surrounding the role only, please email:

The closing date for enquiries and receipt of completed applications is Sunday 26th September 2021 (subject to change). 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.

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.

Future Prospects

Development opportunity within Contact Management and Thames Valley Police.

Skills Required

Computer skills with the aptitude to navigate multiple IT systems. Proven keyboard skills with the capability to type at least 28 words per minute.

Verbal reasoning skills with the ability to empathise and communicate effectively with people of all ages and from a range of diverse backgrounds including in challenging situations.

Qualities Required

The ability to listen and question effectively, capture information accurately, and respond appropriately and sensitively to requests for information or assistance, based on training, experience and understanding of Force policies.

Resilient, reliable and able to cope in a pressured environment with the ability to remain calm and accurate in a variety of situations.

The ability to assess and analyse information, identify risk and vulnerability and consider options for action using own initiative and professional judgement. The ability to problem solve, think logically and make sound decisions applying agreed policies, parameters and procedures.

Qualifications Required

Good standard of verbal and written English with strong communication skills and a good standard of numeracy are essential for the role.

Training Provided

  • Level 3 Emergency Service Call Handling apprenticeship standard.
  • 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.
  • 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 and receive a nationally recognised certificate in contact handling as well as receiving an increase in pay.
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