Call Management Support Team Assistant

Level of Welsh language ability required? 2

Shortlisting Date 20 November 2026

Interview Date 27 November 2026

Closing Date

13/11/2026, 15:00

Job Advert Description

Advert

Job Title:

Call Management Support Team Assistant (CMST)

Area:
Public Service Centre, Operational Support Services

Based at:
Police Headquarters, Bridgend

Scale: SC4/5

Salary £27,204 to £32,613 per annum

Duration:
Permanent

Hours:

37 hours

Working Pattern: 7 days a week including Public Holidays and Critical Dates working .

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The Public Service Centre (PSC) is the heart of South Wales Police’s operational response, serving as the Force Control Room and the first point of contact for the public. As a critical frontline function, the PSC manages all incoming emergency and non-emergency calls, providing an essential service that helps safeguard communities across South Wales. Aligned to the Chief Constable’s Delivery Plan, the PSC plays a key role in delivering a first-class service to the public and supporting the Force’s commitment to improving trust and confidence in policing.

South Wales Police brings together thousands of people with the same aim – to keep South Wales safe. We want to be the best at understanding and responding to our community’s needs. To do this we need the very best candidates from a wide range of backgrounds to apply to become part of our policing family. We are looking for someone to #Join Us as a Call Management Support Team Officer (CMST) at Police Headquarters, Bridgend.

Could you be who we are looking for?

About the team/Department you will be joining:

A vacancy has arisen for a Call Management Support Officer (CMST) in the Joint Public Service Centre, at Police Headquarters, Bridgend. This is a unique and exciting opportunity to work in an Emergency Control Room quality assuring 999 emergency and 101 non-emergency calls and the subsequent incidents created along with digital contacts from the public.

About the role and your key responsibilities:

The role is full-time and based at the Public Service Centre, South Wales Police Headquarters. The role includes:

• Reviewing and quality assuring calls, digital contacts and associated incident records.
• Assessing the accuracy, quality and consistency of call handling and incident creation.
• Identifying good practice, areas for improvement and opportunities for organisational learning.
• Providing constructive feedback to support individual and team development.
• Supporting supervisors and managers by highlighting emerging themes, trends and recurring areas of concern.
• Helping maintain high standards in areas such as THRIVE assessment, safeguarding, vulnerability identification and accurate recording.
• Contributing to continuous improvement in the service provided to victims, callers and the wider public.
• Supporting a positive learning culture by recognising excellent performance as well as identifying development needs.
• Maintaining confidentiality and handling sensitive information appropriately

What skills and experience do we need you to bring to the role:

The skills and experience required are outlined in the Role Profile and will need to be evidenced in your application. Skills include:

• An excellent understanding of call handling, incident creation, risk assessment, vulnerability and safeguarding within a policing environment.
• Excellent attention to detail and the ability to identify inaccuracies, omissions and areas of good practice.
• Sound judgement and the ability to assess information objectively and consistently.
• Strong written and verbal communication skills, with the confidence to provide clear, professional and constructive feedback.
• Strong organisational skills and the ability to manage competing priorities…