What is a Contact Resolution Officer?

When the going gets tough, our contact resolution officers are there to help, dealing with calls from members of the public on a 24/7 basis. Whether it’s taking a report of a missing person, responding to a burglary or supporting someone in crisis; our contact officers play a vital role in helping keep our communities safe, identifying and protecting the most vulnerable.

For many people, you’ll be the first point of contact with the police. You’ll be a calm, reassuring voice in people’s hour of need. Asking the right questions, listening for vital details and recording information, you’ll play an integral role in making sure that our police officers are at the right place at the right times.

Being a contact handler is certainly not your typical nine-to five; no two calls are the same. You will deal with emergency 999 calls, non-emergency 101 calls, and Digital 101 which includes online reporting and social media.

You will receive a high standard of training to be able to carry out this role and receive regular line manager support and skill development opportunities to help you reach your potential.

  • To receive, manage and risk assess incoming emergency and non-emergency calls, providing a clear and efficient response
  • Using your questioning, listening and investigation skills to prioritise and risk assess the needs of the caller
  • Being able to determine the level of help and assistance required based on the potential harm, risk and vulnerability
  • Obtaining the correct level of detail to minimise unnecessary deployment of police resources
  • Operate, input and update a wide range of IT systems
  • To ensure all data is accurately recorded in line with national policies and local force procedures

  • Good standard of verbal and written communication skills with emphasis on listening and questioning skills
  • Ability to accurately extract and record information
  • Ability to interpret and apply policy and legislation
  • Good interpersonal skills and experience within a customer service environment, with direct customer contact
  • Ability to prioritise competing demands within a fast-paced environment
  • Ability to display resilience, planning and organisational skills
  • Computer literate

  • A starting salary of £21,135 per annum pro rata plus 18.41% equalisation allowance pro rata for the contracted hours
  • Annual Leave Entitlement  - 25 days per year pro rata
  • Great development experiences that will support future career opportunities and progression
  • Access to gym facilities
  • A competitive benefits package including pension, advice and counselling services, access to discounts / savings / cash-back rewards
  • Opportunities for flexible working and enhanced maternity and paternity leave
  • Opportunities to join various support networks, staff associations and sports clubs

Our new apprenticeship entry route

We have introduced a new apprenticeship entry route for the role of Contact Resolution Officer. If completing an apprenticeship for this position is something you might be interested in, please visit our Contact Resolution Officer apprenticeship entry route page.

Am I eligible to Apply?

To apply for the role you will need to meet our eligibility criteria:

  • Aged 18 years or over (on the day you submit your application).
  • Have lived in the UK for three continuous years, immediately prior to application.
  • Have leave to enter or leave to remain and work in the UK for an indefinite period.
  • Not be a member of the British National Party or other relevant organisations.
  • Not have served a prison sentence.
  • Ability to commit to a shift pattern which covers a 24/7 period.

Support For Underrepresented Groups

Here at Merseyside Police we have a dedicated Diversity, Equality and Inclusion team who work to encourage people from diverse communities to build their career with our force. They provide support (Positive Action) and guidance throughout the job application process to candidates from underrepresented groups before and during the selection process.

The Equality Act, allows positive action to be used when there is under-representation. Within Merseyside Police the following groups/communities are currently under-represented:

• Black, Asian, Minority, Ethnic
• People with disabilities
• Minority religions

If you are from one of the listed groups above and would like to obtain a support before you submit your application form, please email: [email protected]

For more information on our Positive Action support, please click here.