Expression of Interest - Emergency Call Taker

Contact Centre Officer – Surrey Police

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.

Chief Constable's Message:
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.

Probation and Tenure:
Please be advised the probationary period for this role is 18 months and progress assessments take place at regular intervals during this period. The role of Contact Centre Officer is tenured for 24 months, meaning that you will not be able to start a new position within Force during this time. You may however be able to apply for roles with longer recruitment time frames e.g. Police Constable.

Diversity Statement:
We are only as good as our people. It's really important that our officers and staff can be themselves in the workplace and we know that as an organisation we'll grow from the variety of thinking, approach and skills that diversity brings; all of which help us to deliver a better policing service. We strive to ensure how we deliver our services, provide information and how we recruit is open and accessible to all.

We have multiple staff support groups who help to improve our understanding of minority issues and ensure they are reflected in our work. We are proud members of the Stonewall Workplace Equality Index and Disability Confident, a signatory of the Race at Work Charter and aligned with the Armed Forces Covenant and the He For She  movement.

Communication

Skills:

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 and Support:
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. 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 and Initiative:
Good people skills are essential. Demonstrating appropriate levels of…