Contact Management Operator

Location

Force Headquarters

Agile working – work style

Fixed Base Worker

Business Area

Call Centre (Contact Management)

Department

Contact Management

Rank

N/A

Grade

E

Salary

£25,626 - £31,296

Part/Full Time

Full Time

Hours per Week

37

Additional Working Conditions

Suitable for Job Share, Part Time, Shift Work, Weekend Working

Type of Contract

Permanent

Vetting Level Required

MV

Description

Every second counts, be the calm voice that makes all the difference.

As a Contact Management Operator, you’re the public’s lifeline in their most critical moments, responding to emergencies, assessing risks, protecting the vulnerable, and helping prevent harm. From life-threatening incidents to deeply distressing situations, your composure and adaptability will be essential.

No two days are the same, whether it’s a missing person, a road traffic collision, or a crime in progress, you’ll be trained, resilient, and ready to act.

This is more than a job, it’s a chance to be the voice that brings help, hope, and safety when it matters most.

What you’ll be doing

• Working across the Force Control Room with police officers and staff, you will ensure that all 999/101 emergency/non-emergency calls are answered and professionally and accurately recorded.
• You will be talking to people in potentially dangerous or vulnerable situations, staying calm and providing the most appropriate response.
• You will be effectively managing operational policing incidents ensuring that resources are deployed as quickly as possible.
• Talking to callers so you can establish the severity and nature of incidents

The must haves

• An excellent communicator, able to listen and extract information quickly
• Able to deal with conflict, emergency, or stressful situations, remaining calm under pressure
• Experience of customer service or in a customer facing role; however, your attitude and experiences will help you to excel in this position.

What’s in it for you?

At Derbyshire Constabulary, we aim to create an environment that puts people first. We want you to feel supported in everything you do, so you can give your very best. What’s more, we have a range of reward and benefits that if you join us you could enjoy.

Salary: circa £35,000 pro rata including allowances and enhancements.

• This is made up of a basic salary of £25,626 and shift and weekend allowances ranging from 14% to 20%, depending on the shifts worked.

Shift Patterns and Training

What’s Next?

• To support you with your application we have provided some application guidance and our recruitment process.

Who we are

At Derbyshire Constabulary, policing isn’t just patrolling the streets. Just as important as our uniformed officers is our dedicated team of professional support staff working behind the scenes. It’s these skilled people; people like you who contribute to the policing of Derbyshire.

To understand how you can make Derbyshire safer together visit our careers website.

We value diversity and inclusion and encourage applications from underrepresented and neurodiverse backgrounds, so that we can truly reflect the communities that we serve in.

Document Attachment

Contact Management Operator.pdf – 168KB

Document Attachment

Contact Management Operator Recruitment and Training Information.pdf – 145KB