Contact Management Centre Officer - Apprenticeship - Advanced (Level 3)

Thames Valley Police (Employer)

The Chief Constable of Thames Valley (Training Provider)

Annual wage £31,376.50
37.0 hours per week 6 on 4 off shift pattern. 2 earlies ranging from 07:00 to 17:00. 2 Lates ranging from 10:00 to 02:00 (Sun-Thurs) or 03:00 (Fri & Sat). 2 Nights ranging from 21:00 to 07:00. Days and shifts to be confirmed.
18 months (duration)
3 January 2023(start date)
Emergency service contact handling (apprenticeship standard)
30 positions available
31 October 2022 (application closing date)
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Job Description

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.


What will the apprentice be doing?

  • 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.

What training will the apprentice take and what qualification will the apprentice get at the end?

The apprenticeship takes approximately 18 months to achieve. Once complete, you will receive a level 3 apprenticeship in emergency service contact handling.

During the apprenticeship you will receive structured on and off the job development, which will include classroom training and personalised tutoring, to develop your competence in responding to emergency and non-emergency calls.

The on and off the job development includes the use of communication systems and software, communication skills, risk assessment and decision making, and technical knowledge and understanding of incidents relevant to policing.

The development is predominately delivered in blocks of learning. The first 5 weeks of training will most likely be based at Kidlington (HQ North or South). After this it will be at the location you apply for.

What is the expected career progression after this apprenticeship?

Progression opportunities include:

  • Those within the department and control room, such as becoming a supervisor or/and operational manager.
  • Becoming a Police Officer.
  • Applying for internal roles within Thames Valley Police.

Reality Check

Please note due to the sensitive nature of this role, you must be 18 years or over at point of application. For more information on this role and Thames Valley Police as a company please visit

Skills Required

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Analytical skills, Team working, Non judgemental, Patience

Qualifications Required

GCSE or equivalent English (Grade 4) Desired
GCSE or equivalent Maths (Grade 4) Desired
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