PSC Call Handler - Incident Risk and Resolution Officer

PSC 999/101 Call Handler
- Incident Risk and Resolution Officer August 2026

Force South Wales Police

Role Type Police Staff

Business Area Operational Support Services

Department Public Service Centre

Location HQ, Bridgend

Grade SC45

£27,204 (SPC 18) rising to £32,613 (SCP 25) per annum pro rata. Your salary will increase on commencement of shift working to include 20% shift allowance. In addition claimable enhancements for weekend working.

Part/Full Time Full Time

37

Type of Contract Permanent

Level of Welsh language ability required? 2

Shortlisting Date 30 September 2026

Interview Date 27 October 2026

28/09/2026, 12:00

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 Our 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.

Operating 24 hours a day, 365 days a year, the PSC handles more than 2,000 calls daily. The role is both demanding and highly rewarding, with staff responding to a diverse range of incidents where no two calls are ever the same. From reports of serious crime, sudden deaths and road traffic collisions to concerns for missing or vulnerable persons, PSC operators play a vital role in assessing risk, coordinating resources and ensuring an effective policing response.

In addition to call-handling responsibilities, staff will be required to undertake the role of Radio Dispatcher, managing police radio communications and allocating emergency and priority incidents to officers. This critical function ensures that resources are deployed effectively, risks are managed appropriately, and the public receives a timely and professional response when they need it most.

By delivering a professional, compassionate and timely service to those in need, the Public Service Centre remains central to the Force’s ability to protect the public, prevent harm, improve public confidence, and keep communities safe.

South Wales Police therefore are seeking to recruit several full-time Incident Risk and Resolution Officers from all areas of the community. and we would encourage applications from diverse minority groups, to work within our innovative Public Service Centre in South Wales Police Headquarters, Bridgend.

This full-time position will offer you the exciting opportunity to work within our dynamic Public Service Centre. We will build upon your skills and abilities and teach you to respond to emergency and non-emergency calls in the best possible way and deliver a quality service to the communities of South Wales.

This is a challenging job where we require unique resilient individuals that can work under pressure, prioritise workloads and use their initiative, whilst managing sensitive and sometimes distressing calls. Individuals need to understand the importance to provide a good quality and prompt service to customers. In return, you will have an immensely satisfying job where you are making a significant contribution to safeguarding the communities of South Wales.

Please visit  for an insight into the work carried out by the Public Service Centre and the recruitment process.

You will be required to work 24/7 shifts including weekends, bank holidays, and dates deemed critical for the organisation, such as major sporting or entertainment events.

You will firstly undertake training as a call handler, delivering a first class service to our communities, once competent you will undertake further training as a Dispatch radio operator, liaising with officers on the ground and ensuring the deployment of those officers, including deployment of specific skills and resources for incidents to reach a prompt resolution. Meeting the expectations of our communities, providing reassurance, and supporting the most vulnerable…