Contact Officers (Entry Level) Apprenticeship Programme

Person sat at desk with multiple screens Inside Police contact centre

Update - May 2022

Recruitment for Contact Officers (Entry Level) is currently open, please click here to apply now

Closing date for applications is 11:55pm on Sunday 17th July 2022.


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

Contact Officers (Entry Level) Apprenticeship Programme

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

Salary: £21,399 per annum plus 20% shift allowance and 13.45% weekend enhancements*, as applicable (pro rata, as applicable)

*This takes the salary to £28,556 (pro rata if part time).

As a 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 !


Benefits :

We offer generous entitlements and supportive policies to enable a better work-life balance.  Some of which are listed below:

  • Generous annual leave allowance - 25 days per year (not including bank holidays). Rising to 30 days after five years 
  • Generous pension scheme
  • Events for staff for continuous personal development
  • Mentoring and coaching scheme
  • Access to a range of occupational health facilities
  • Employee assistance service - accessible 24/7 and providing counselling and financial advice for you and your immediate relatives
  • Cycle to Work Scheme
  • Sports and Social Club

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. 

All training courses will follow an Apprenticeship Training Programme Route, this is an opportunity to work and learn the job whilst gaining an Apprenticeship qualification. 

For career progression opportunities, please see the Advanced Despatcher role information here.

For the Apprenticeship you will either already have pass grades in both English Language and Mathematics at Level 2/GCSE grades A*-C/9-4 or equivalent or you will complete the Functional Skills qualification to level two standard during the training programme.

You will be supported to achieve the Emergency Service Contact Handling Standard (Level 3) throughout the training programme. Upon successful completion of the End Point Assessment at the end of this training programme you will be qualified to the Level 3 Emergency Service Contact Handling Standard and you will continue in employment as a Customer Contact Officer. The training programme is expected to last approximately thirteen/fourteen months. 

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; once you are competent in the role of Contact Officer (Entry Level) and have successfully completed your probationary period, there are opportunities to progress onto the Scale 4 (£21,837 - £24,156) Advanced Level Role (20% shift allowance and 14.03% weekend enhancement, as applicable). This can be done by ‘upskilling’ and learning other functions within the room to enhance your call handling skills and gain the ability to be flexible across these functions, this option is managed by your line manager. Please note a minimum tenure period of two years applies to all new joiners into the Contact Management Unit.

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 two full sets of shift at full time hours in the Contact Management Centre prior to starting their agreed job share hours.


Competencies and Values

For a detailed description of the Competency and Values levels required please refer to the Competencies and Values Framework here (this link opens a new browser window). 

This document will assist you in completing the Evidence of Achievement section of the application form.


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:

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.


Update - May 2022

Recruitment for Contact Officers (Entry Level) is currently open, please click here to apply now.

Closing date for applications is 11:55pm on Friday 24th June 2022.



Positive Action Recruitment

West Yorkshire Police encourages applications to be representative of the communities it serves. Read our Equality in Employment page.

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Page last reviewed May 2022.

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