Join our Communications Centre team and you’ll be helping to change people’s lives, day in, day out.
Applications are now open for call handlers and resource controllers based at our centres in Ponteland or South Shields. This is your chance to train with us to be able to manage 999 or 101 calls from the public or dispatch officers to a life-threatening incident.
There’ll be no such thing as an average day, and these roles are challenging. But with a team around you that becomes like family, and all the wellbeing support you need, you’ll finish your shift with a real sense of satisfaction.
What’s the role of a contact handler?
Recording incidents, investigating and resolving enquiries, listening for vital details, logging information accurately, making decisions to detemine the best police response – all are aspects of a role where every call has to be handled professionally.
You’ll be dealing with some of the most vulnerable people in our communities and playing a critical role in our response to their calls. You’ll be talking to people in potentially dangerous situations, acting as their first point of contact to get the help they need.
You’ll take reports of incidents over the phone and through our digital channels, ensuring that however someone contacts us, that their call is answered promptly and managed effectively.
What’s the role of a resource controller?
As a resource controller you’ll be dealing with a large amount of incidents which you will need to prioritise. Make decisions as to what resources are needed and communicate to officers and deploy them to attend routine incidents or deal with real life emergencies.
Frequently asked questions
We have three shift options to choose from: 22, 25 or 30 hours per week for our Call Handlers. We are looking for full time staff (37 hours per week) for Resource Controllers. All our job offers are permanent contracts.
The salary for full time hours (37 hours per week) is between £21,399 – £23,199 basic annually plus shift allowance. Depending on the hours you work, your shift allowance could bump up your earnings by up to 20%.
On a 22 hours per week contract you would earn £12,880 – £14,088 basic annually (rising to a potential of £17,800 with shift allowances)
On a 30 hours per week contract you would earn £17,410 – £19,043 basic annually (rising to a potential of £24,345 with shift allowances)
The salary for full time hours (37 hours per week) is between 23,766 to £26,016 basic annually (rising to a potential £31,851 – £34,866 with shift and weekend allowances)
During your initial 8 week training at our Ponteland Communications Centre you’ll work Monday-Friday 8am-4pm. Then, during your 6 week tutoring phase you’ll do a 30 hour week, over a variety of shifts (days, nights, and weekends) to ensure you have exposure to different types of incidents.
Here are some example shift patterns for the various contracts:
Our contact handlers and resource controllers will need to:
- work well under pressure whilst remaining calm
- have a reassuring manner, and be able to respond to people calmly
- use own initiative whilst following procedures
- work as an individual and as part of a team
If you have a discharged County Court Judgement you may be considered. However, we will not accept an application if you have an existing County Court Judgement outstanding against you.
If you have been registered as bankrupt and your bankruptcy debts have been discharged, you will be considered after three years from discharge of the debt. However, we will not accept you if you have been registered bankrupt and your bankruptcy debts have not been discharged.
If you are the subject of a current Individual Voluntary Arrangement (IVA) or a Debt Management Plan (DMP) you may be considered.
Yes, you can still apply to join our Communications Centre team. When you apply you will be asked to sign a declaration about the nature of your conviction. You will be required to declare full details of the incident at pre-employment check stage.
Our thorough training programme will equip you with the skills to carry out your role so you don’t need any experience or working in a contact centre environment. We also don’t need any job-related qualifications but we do ask that you can provide evidence of having achieved GCSE Level 1 & 2 (Grade C or above) in English and Maths.
You’ll complete an initial 8 weeks of classroom based learning at our Ponteland Communications Centre to get you started in the role. You’ll find out more about our organisation, how it works and how our Comms Centre operates. You’ll then move onto learning about legislation, our systems and practical/ analytical skills which will support you in your role. Alongside classroom-based theory, you’ll also undertake practical exercises such as roleplays.
Following this, you’ll then be paired with a Communications Centre team leader and an experienced contact handler for six weeks. We’ll support you to take live calls and put your new knowledge into practice.