Emergency Call Handler / Dispatcher

We are looking for great people to join us in this exciting and rewarding role!ustomer service

As a Call Handler you will be the first point of contact to the people of Avon and Somerset during times of crisis, taking 999 emergency and non-emergency calls and providing immediate support, reassurance and advice.

A Dispatcher will work closely with our 999 and 101 Call Handlers to assess the calls received and then advise, direct and deploy police resources.  You will make the decision on how to respond and guide police teams attending the incident.  Part of your role will also include taking 999 calls.

Both roles involve communicating via a headset and using multiple systems and 3-4 desktop screens. 

What can we offer you?

We are recruiting for both our Portishead and Bridgwater control rooms, where free parking is available onsite.  There are also some fantastic employee benefits on offer such as on-site gym membership (HQ only), physical and mental wellbeing support and access to lots of discount services such as the Blue Light Card, which gives you money off in high street shops and restaurants, holiday savings and offers for a wide range of business services online.

Our salary package starts at £33,394 (pro rota) and increases each year. 

What are we looking for?

You’ll need to be an excellent communicator, the kind of person who can empathise and a natural problem solver.  Previous experience within a customer service environment is great, but more importantly, we’re looking for dedicated team players with excellent verbal communication skills and the ability to work efficiently and accurately.

Your experience shapes who you are and we’re offering you the unique opportunity to bring your own perspectives and apply them to your role every day.  We are dedicated to increasing our ability to better communicate and understand the public we serve, with this in mind, we encourage applicants who converse in multiple languages to apply.

Hours and Training

You will need to be prepared to work a variety of shifts, which will include a proportion of weekends, nights and bank holidays, for example: 6 on, 4 off shift-pattern consisting of shifts 7am-5pm, 1pm-11pm and 11pm-7am.

Your journey with us will start with a 4 to 6 weeks training course where our inspiring team of dedicated trainers will teach you the skills you need to give expert advice to members of the public in the most critical situations.

Our recruitment process

Familiarisation Event- All applicants will be invited to attend a familiarisation event, during this session you will learn more about the role, the recruitment process and the training courses. This will be held virtually on MS Teams and is a mandatory part of the process.

Assessment/ Interview- You will be invited to undertake an assessment which will take place at our Police Headquarters in Portishead. Upon successful completion of the assessments, you will then be invited to an interview.

Important dates

Familiarisation events - will be held between 27th November - 22 December 2023

Assessment/Interview - will be held between 2nd -26th January 2024

Potential start date - February or April 2024 (this date is not guaranteed, it is dependent on you completing our vetting checks on time)