Division/Department - Contact and Control
Grade - Grade E
Contract Type - Permanent
Salary Grade Range - £27,545 - £31,285
Working Hours - 36.0 Hours per Week
The starting salary for this role will usually be at the bottom of the salary range and will be pro-rata if the working hours are less than full time.
Please note this vacancy is for Surrey Police and based at our Police Headquarters in Guildford. Sussex Police recruit for the same role based at their Headquarters in Lewes. For further information visit www.sussex.police.uk/careers
Contact Centre Officers serve as a vital front-line point of contact between the public and the police, responding to reports of incidents and crime from across Surrey. The force’s mission is for people to be safe and feel safe. One moment you may be dealing with a victim of a burglary, the next you could be recording intelligence being offered by the community about a drug dealer, before then taking a call about a serious road traffic accident.
This role requires strong communication and inter-personal skills to handle a wide range of calls, including emergency and non-emergency situations, with professionalism and composure.
The Contact Centre Officer role demands a combination of interpersonal, technical, and organisational skills. Officers play a critical role in providing essential services during emergencies and require the ability to remain calm, empathetic, and methodical in challenging situations. The ideal candidate should be adaptable, a strong communicator, and committed to maintaining the highest standards of professionalism and service.
The Role and Key Responsibilities
Effective Communication The ability to communicate clearly and empathetically is essential, especially when delivering difficult messages or dealing with individuals in distress. Officers must convey information effectively and confidently, including managing expectations, and remain calm under pressure when handling emotionally charged interactions. Resilience The role is extremely rewarding but also comes with some challenges. We strongly encourage you to view the attached documents carefully so that you are fully informed about the role and some of the challenges that people find in this area of policing. For example, during your shift you will be taking calls from members of the public who are distressed, angry, abusive and emotional or experiencing a mental health crisis – probably contacting Surrey Police for the very first time in their hour of need. We ask you to think carefully about how this might impact on your well being and especially how you will cope in and following these types of calls. Empathy Good people skills are essential. Demonstrating appropriate levels of empathy and understanding towards callers is crucial. Officers should provide reassurance and support even when immediate assistance cannot be dispatched. Initiative The ideal candidate should be organised, independent, and able to multi-task and work with minimal supervision when required. They must be able to work and make good decisions under pressure. The role involves reading between the lines, understanding tone and emotions to recognise when someone is not okay even if they say they are, and asking the right questions to gather as much information as possible. IT Competency Typing skills, including the ability to type at a minimum of 30 words-per-minute and navigate computer systems efficiently, are crucial. Information must be recorded accurately. It is essential that candidates are conversant with Microsoft Windows 10, including use of the Microsoft Office suite of packages. Being able to adapt to and learn other new IT systems is also key, as the job involves using multiple unique software systems. Skills & Experience
While not considered critical, having a background in customer service or people-facing roles, and experience talking on the phone are qualities beneficial for the position. The ideal candidate should be able to work with people from all walks of life and have the ability to engage in conversations politely and effectively. Education: There are no essential requirements, but it is desirable that candidates are educated to QCF Level 2 in English and Maths. It's also desirable, but not essential, that applicants have a typing or keyboard qualification (RSA or equivalent) or an IT qualification such as ITQ/ECDL/CLAIT. Please make sure your CV details your qualifications, use of IT systems, experience of customer service and if you have any call centre experience. Why Work With Us?
While this can be a challenging role, there are many benefits, including the variety the work provides, camaraderie within a supportive environment, working outside the usual 9-5 and the resultant work-life balance. We strive for officers to feel valued and to enjoy a personal sense of achievement through helping people. We recognise how hard our employees work and we aim to provide opportunities for career progression as well as a competitive salary. The role is based at our Headquarters site which is on the outskirts of Guildford, in Artington (approx. 1.5 mile outside of Guildford Town Centre), own transport is desirable as public transport is not readily available around shift times. You’ll need to be able to work shifts, including nights, weekends and bank holidays. On successful completion of vetting and medical clearances candidates are offered the next available space on a course. The probationary period for this role is 12 months and progress assessments take place at regular intervals during this period. Diversity Statement
We are committed to being an anti-racist police service. We promise to challenge injustice, ensure fairness and to uphold anti-racist principles in both our organisation and our communities. We value the differences that people bring from all backgrounds and communities. Regardless of age, sex, ethnicity, sexual orientation, gender identity or gender expression, disability, social status, or religious belief, we would love to hear from you.
#J-18808-Ljbffr
Effective Communication The ability to communicate clearly and empathetically is essential, especially when delivering difficult messages or dealing with individuals in distress. Officers must convey information effectively and confidently, including managing expectations, and remain calm under pressure when handling emotionally charged interactions. Resilience The role is extremely rewarding but also comes with some challenges. We strongly encourage you to view the attached documents carefully so that you are fully informed about the role and some of the challenges that people find in this area of policing. For example, during your shift you will be taking calls from members of the public who are distressed, angry, abusive and emotional or experiencing a mental health crisis – probably contacting Surrey Police for the very first time in their hour of need. We ask you to think carefully about how this might impact on your well being and especially how you will cope in and following these types of calls. Empathy Good people skills are essential. Demonstrating appropriate levels of empathy and understanding towards callers is crucial. Officers should provide reassurance and support even when immediate assistance cannot be dispatched. Initiative The ideal candidate should be organised, independent, and able to multi-task and work with minimal supervision when required. They must be able to work and make good decisions under pressure. The role involves reading between the lines, understanding tone and emotions to recognise when someone is not okay even if they say they are, and asking the right questions to gather as much information as possible. IT Competency Typing skills, including the ability to type at a minimum of 30 words-per-minute and navigate computer systems efficiently, are crucial. Information must be recorded accurately. It is essential that candidates are conversant with Microsoft Windows 10, including use of the Microsoft Office suite of packages. Being able to adapt to and learn other new IT systems is also key, as the job involves using multiple unique software systems. Skills & Experience
While not considered critical, having a background in customer service or people-facing roles, and experience talking on the phone are qualities beneficial for the position. The ideal candidate should be able to work with people from all walks of life and have the ability to engage in conversations politely and effectively. Education: There are no essential requirements, but it is desirable that candidates are educated to QCF Level 2 in English and Maths. It's also desirable, but not essential, that applicants have a typing or keyboard qualification (RSA or equivalent) or an IT qualification such as ITQ/ECDL/CLAIT. Please make sure your CV details your qualifications, use of IT systems, experience of customer service and if you have any call centre experience. Why Work With Us?
While this can be a challenging role, there are many benefits, including the variety the work provides, camaraderie within a supportive environment, working outside the usual 9-5 and the resultant work-life balance. We strive for officers to feel valued and to enjoy a personal sense of achievement through helping people. We recognise how hard our employees work and we aim to provide opportunities for career progression as well as a competitive salary. The role is based at our Headquarters site which is on the outskirts of Guildford, in Artington (approx. 1.5 mile outside of Guildford Town Centre), own transport is desirable as public transport is not readily available around shift times. You’ll need to be able to work shifts, including nights, weekends and bank holidays. On successful completion of vetting and medical clearances candidates are offered the next available space on a course. The probationary period for this role is 12 months and progress assessments take place at regular intervals during this period. Diversity Statement
We are committed to being an anti-racist police service. We promise to challenge injustice, ensure fairness and to uphold anti-racist principles in both our organisation and our communities. We value the differences that people bring from all backgrounds and communities. Regardless of age, sex, ethnicity, sexual orientation, gender identity or gender expression, disability, social status, or religious belief, we would love to hear from you.
#J-18808-Ljbffr
