Emergency Call Handler

Division/Department – Contact and Control

Grade – Grade E

Contract Type – Permanent

Salary Grade Range – £29,151 – £32,224 plus a shift allowance of £6,478

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‑rate 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

We really welcome your interest in joining our Police Force. It is a privilege to lead the teams in Surrey Police and Sussex Police who continuously work selflessly and tirelessly in order to keep people in our counties safe.

We are looking for talented and inspirational people who put the needs of the public at the heart of everything that they do and who want to make a difference. If you feel you are that person then we want to hear from you.

We wish you all the very best with your application.

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. Contact Handlers 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.

Effective Communication

The ability to communicate clearly and empathetically is essential, especially when delivering difficult messages or dealing with individuals in distress. Contact Handlers 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. 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.

There is plenty of support available but if you, your family or people you are close to have ever experienced suicide, domestic and sexual abuse, fear for loss of life or trauma (especially regarding children) – please do seriously consider how this will impact on you.

Empathy

Good people skills are essential. Demonstrating appropriate levels of empathy and understanding towards callers is crucial. Contact Handlers 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…