Contact Handler (Key Time)

Vacancy Type
Police Staff
Area Command / Department
Communications & Operations Department
Contract Type
Reduced Hours
Salary Range
£21,399 to £23,406
Closing Date


These vacancies are for courses starting 2022.  Training can take up to a maximum of 13 weeks full time and you must be available to attend the full training programme.

The role:

Contact Handlers play a critical role in our response to emergencies.

You will be responsible for the recording and management of calls for service from the public as well as coordinating the police and emergency service response.  


If you are looking for a role that offers variety and fresh challenges on a daily basis then this could be the position for you.  It is a unique job for a unique person, demanding resilience, patience, a broad mind and a positive attitude.   Although the role can be challenging it is hugely rewarding and you will be at the forefront of our policing service.

It will be your job to ensure our officers have as much information as possible.  You will gather information from callers by using your excellent communication skills and carefully recording key messages whilst maintaining a professional manner.

In return for your dedication and experience, we offer 23 days’ leave, excluding bank holidays, increasing to 28 days for 5 years+ service.  We support our people inside and out of work – offering a very competitive pension scheme, childcare vouchers, and discounts on shopping and eating out thanks to the Blue Light Card. And to take care of your physical and mental well-being, we’ve invested in extensive paid sick leave, trained mental health first aiders on-site, an employee advice service and access to gyms in some stations.  

What will I be doing?


Based in one of our Communications Centre’s at either Ponteland or South Shields, you will work as part of a team responsible for responding to calls from the public. 

No two days are the same, with calls being of a diverse and at times a challenging nature. 

You will use your experience, knowledge and judgement to assess vulnerability and provide a high quality of service, putting the needs of victims and customers at the heart of what we do. 

Calls will include 999 emergency, non-emergency and secondary contact/queries.

What do I need

• Excellent communication, listening and negotiating skills.

• Outstanding interpersonal skills with the ability to build rapport quickly.

• A customer centered problem solving approach.

• The ability to assess and assimilate information.

• The confidence to multi task, recording information accurately with attention to detail.

• IT competence across a range of applications.

Please click on link for Role Definition: Contact Handler.pdf


Please click on the following attachments to view the shift pattern  for this role: Shift Pattern 30.1 Key Time.pdf

Application process:

• Online application form submitted.

• Familiarisation Event – 1st and 2nd October 2022

• Interview and assessment

Vetting Level:  Recruitment Vetting (RV)

Applicants must be a resident of the UK for a minimum period of 3 years to ensure vetting checks can be successfully performed.


A job offer will be dependent upon vetting clearance, medical information and references.

All staff including those appointed on fixed term contracts must successfully complete their probationary period before they are eligible to apply for a Northumbria Police vacancy.

If you have any queries with regard to the application process please contact the Talent Acquisition Team by email at

Northumbria Police are currently undertaking a role and reward project in respect of all police staff posts. For further information please contact the Talent Acquisition team.

Vacancy Contact:

For further information regarding the above post please contact Resource Manager Helen Howarth by email at


Northumbria Police fully supports a policy of equal opportunities and we welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation. Appointments are based on merit alone