Contact Resolution Officer Apprenticeship Route

Salary: £21,135 to £23,406 - Permanent

The new apprenticeship entry route for the position of Contact Resolution Officer, provides the opportunity to ‘earn as you learn’. This means you will receive a competitive salary as you study for the apprenticeship, whilst you gain vital, on-the-job experience. After 15 months of training, all successful applicants will be confirmed as a Merseyside Police Contact Resolution Officer and receive a Level 3 Apprenticeship in Emergency Service Contact Handling.

All learning for this apprenticeship will be provided by experienced and qualified Merseyside Police staff and you will be provided with student support processes such as coaching/mentoring, one to one meetings and regular reviews to assist your learning and development. One of the main benefits of applying for this apprenticeship route means that the force will pay all tuition fees, which means you will pay no course fees and or student loan.

What does the role of a Contact Resolution Officer involve?

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.

Am I eligible to Apply?

To undertake this apprenticeship route, you will need to meet the minimum criteria as outlined below:

  • To have achieved a minimum of a Level 2 qualification in Maths and English Language A*-C or 4-9 or equivalent. Please ensure you upload evidence of these qualifications when completing your application as these will be required in order to progress further in the process. If you have international qualifications, we will be able to check these for you in terms of whether they are of equivalent level to the UK qualifications, so please ensure you upload these as part of your application.
  • To have not worked in similar role for the any emergency service (e.g. if you are transferring from another blue light service.)
  • 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.

Method of Study

  • 20% of your contracted hours will be spent undertaking learning and development, associated with the Apprenticeship Standard.
  • This course is delivered by subject-matter experts and experienced practitioners with a wealth of professional and expertise, supported by a network of relevant subject specialists to prepare you with key transferable skills required for the role.
  • Your learning will primarily take place face to face in a classroom setting and you will have access to Merseyside Police online learning platforms. Training will be delivered in both a mixture of attendance at Merseyside Police training premises and the designated contact centre.

How will I be assessed throughout the apprenticeship?

  • Assessment methods will assess your knowledge, understanding, skills, attitude and behaviour.
  • Assessments will include a mixture of: Regular written Q&As; reflective accounts; a work-based portfolio of work activity; practical role-play exercises; observation in the workplace; testimonies from experienced colleagues and professional discussions.

What will the training be like?

This apprenticeship entry route will have a variety of classroom delivery and training and the practical application of your knowledge, skills and behaviours.

This will include:

  • Classroom Based Learning – Initial 7-week training and tutoring phase
  • One-to-One tutoring – 6 weeks dedicated learning with an experienced trainer or Contact Resolution Officer
  • Crime Training – 1 week of learning with an experienced crime trainer
  • Ongoing learning and assessment – after the initial period, you will be answering calls and receiving development in preparation for your ‘End Point Assessment’ (EPA) after 12 months
  • End Point Assessment – this will take place between month 12 and month 15. The EPA is an assessment of knowledge, skills and behaviours learned throughout the apprenticeship which confirms that you are occupationally competent.  

What we can offer you?

  • 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

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
• LGBT+
• 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.