Contact Officers (Entry Level)

"West Yorkshire Police – what's your emergency?"

Contact Officers (Entry Level)

Reference : XA532

Operational Support
Contact Management Centre
Dudley Hill Police Station, Bradford and Laburnum Road, Wakefield

Salary : £18,951 - £22,833 per annum (Career Progression Scheme) plus 20% shift allowance and 13.45% weekend enhancements.

As an Initial Contact Officer for West Yorkshire Police, you will be responding to both emergency and non-emergency calls, and you will literally be making a difference to - and in some instances actually helping to save – peoples’ lives.

Many people may only use our services once in their lifetime; others might regularly need our assistance. Collectively, our ambition is to provide the highest possible quality of service to them all, so that we can protect and reassure the vulnerable, tackle crime and disorder and bring offenders to justice. You will have a critical role to play in making sure that the communities of West Yorkshire have confidence in their police service and that they are satisfied with the actions we take. This is not just about working in a call-centre; this is about exceptional public service and teamwork to ensure the best possible outcomes for people who need our help.

You will receive training in gathering critical information – often in challenging circumstances - carrying out dynamic risk assessments and determining what immediate actions to take along with bespoke IT training for our Force systems.

Therefore, if you can:

  • make sound decisions under pressure and think logically;
  • focus on understanding the circumstances, people and risks before you;
  • multi-task as an individual and with others

...we need to hear from you !

Our Candidates :

To be successful in this demanding role, you will already have

  • Experience of computer packages such as Microsoft Office and the ability to successfully complete various IT courses required for this role.
  • A minimum typing speed of 28 words per minute and a good command of English, both verbal and written.
  • The ability to work as part of a team.
  • Previous experience of working in a call-centre environment is useful but not a requirement. 

We are looking for candidates who are prepared to work flexible hours to suit the requirements of the Contact Centre in order that we can keep our communities safe. As well as vacancies for full time staff working a 24/7 shift pattern, we strongly encourage applications from candidates seeking part-time hours, job-sharing and those who will require flexible working arrangements. 

Our Contact Management function also offers a career progression scheme; candidates who possess the requisite experience and knowledge of the Advanced Level Scale 4 Role Profile (£20,619 - £22,833 salary) may be considered eligible to start further along the progression scheme. 

A Familiarisation Event will be held prior to the assessment.

Assessments are expected to be held from 23 February 2020 at our Force Headquarters in Wakefield City Centre. 

Interviews are expected to be held from 16 March 2020 at our Force Headquarters in Wakefield City Centre.  

Timeline for Initial Contact Training Courses;

Week 1 - Induction Week

Week 2-5 - IT Training

Week 6-8 - Skill Training

Week 9-11 - Training HUB

All trainees will be required to complete the above training on a full time basis. 

Once trainees leave the Training HUB, they will join their respective teams.

Job Share trainees will be expected to work a further 2 full sets of shift at full time hours in the Contact Management Centre prior to starting their agreed job share hours.

Further information about this role is available on request for those who need more details before applying. To request further information, please contact the West Yorkshire Police Resourcing team via email, the email address for which is [email protected]


Think you've got what it takes?

The volume and variety of demand for our services continues to grow therefore if you believe you have the right skills and experience to help us deliver an excellent service in this complex, customer focused environment and can deliver a positive image of West Yorkshire Police over the telephone to the public we serve, please click on the below link to apply:

Please click here to complete the application form.

Please note the application process will close at 11:55pm on Sunday 26th January 2020.

Applicants should be aware that it is not always possible to carry out adequate vetting checks on persons who have not been resident within the UK for the last three years. Therefore, where this applies, applicants may be refused on the grounds that it was not possible to vet them to the appropriate standard. An initial vetting check will be conducted at the outset of the process.


Competencies and Values

For a detailed description of the Competency and Values levels required please refer to the Competency and Values Framework for Policing (PDF). This document will assist you in completing the Evidence of Achievement section of the application form.

Please note: the Evidence of Achievement section will not be visible until the employment section has been completed.



Once you have submitted your application, our Recruitment Team will shortlist candidates and invite successful candidates to attend an familiarisation event and assessment.

We are aiming to ensure candidates are posted onto training course dates, which are currently available in July, September and November 2020


Positive Action Recruitment

West Yorkshire Police is committed to improving the diversity of its workforce to better reflect the diverse communities we serve. We welcome application from all minority groups and individuals who identify with one or more of the protected characteristics as defined by the Equality Act 2010.

Read our Equality in Employment page.

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