Contact Centre Operator

Role type

Police Staff

Contract duration

Permanent

Contract type

Full Time

Department

Contact Management

Location

Headquarters Devizes

Grade/scale

W6 £29,844 - £30,738

Find out if you are eligible

Vetting | Wiltshire Police

This/These post(s) attract allowances

Unsocial Working Allowance, Weekend Working Enhancement

Risk assessed factors

DSE use (for a substantial part of work), Exposure to traumatic material, Night shift, Prolonged sitting / standing, Shift work

Closing date

27/10/2026, 23:55

Job description

About us

At Wiltshire Police, we are dedicated to making our community a safer place for everyone. Our team is committed to upholding the highest standards of integrity, professionalism, and service. We believe in creating a supportive and inclusive environment where every member can thrive and make a meaningful impact. Whether you’re just starting your career or looking to advance, Wiltshire Police offers a range of opportunities to grow and develop. Join us, and be part of a team that values courage, compassion, and dedication to public service. Help us to keep Wiltshire safe.

Wiltshire has lots of layers - prehistoric stones, wartime bunkers, secret trails and hidden churches. But behind all of that, keeping our community safe across the years are generations of quiet police work. Some of it heroic, some of it worrying, but all of it real.

We’re proud to be an Equal Opportunity employer, and we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone.
If there are any adjustments we could make to the recruitment and selection process to support you, please let us know

Could You Stay Calm When Someone Else's World Is Falling Apart?

As a Contact Centre Operator, you'll be the first point of contact for people calling 999, 101, reporting incidents online, or needing urgent police assistance.

Every contact is different. Some are straightforward. Others involve people who are frightened, distressed, vulnerable, injured, or facing some of the most difficult moments of their lives.

This is not a typical customer service role. You'll need to listen carefully, ask the right questions, assess risk, make decisions under pressure, and ensure the right help gets to the right place as quickly as possible. You may deal with reports of serious crime, missing people, domestic abuse, sudden deaths, major incidents and emergencies.

We're looking for people who can:

• Remain calm under pressure.
• Communicate clearly, confidently and professionally.
• Use sound judgement and make decisions based on the information available.
• Show resilience when dealing with challenging or distressing situations.
• Work effectively as part of a busy team.
• Navigate multiple computer systems while speaking with callers.

This role could be right for you if:

• You genuinely want to help people.
• You can manage difficult conversations and challenging circumstances.
• You understand that policing is a 24/7 service and are prepared to work shifts, including nights, weekends and public holidays.
• You can stay focused when demand is high and priorities change quickly.

Skills, Experience and Qualifications Required

To be successful in this role, you will need to demonstrate:

• Competence in using a computer and the ability to work confidently across multiple systems while handling enquiries.
• Strong English language skills (Level 2 qualification or equivalent experience).
• Experience communicating directly with customers, service users, patients, clients or members of the public, including handling telephone calls, gathering information and providing support, advice or assistance within a customer service, contact centre, retail, hospitality, healthcare, emergency services or similar environment.

Applying

Please ensure your CV clearly demonstrates how you meet the above requirements, including relevant examples of customer or public-facing experience and telephone-based communication.

In return, you'll receive comprehensive training, ongoing support and the opportunity to make a real difference to the communities of Wiltshire and Swindon every day.

If you're looking for an easy job, this probably isn't it. If you're looking for a job that matters, we'd love to hear from you.

Assessment and Interview Process

As part of the recruitment process, all applicants will be asked to complete a Behaviour-Based Assessment (BBA). The assessment takes around 35-40 minutes and helps us understand how you may approach situations in the workplace.

Guaranteed Interview Scheme

Applicants who have opted into the Guaranteed Interview Scheme and meet the minimum criteria for the role will be invited to interview and will not be sifted out based on the Behaviour-Based Assessment.

Wiltshire Police is a Disability Confident Leader and is committed to guaranteeing an interview to disabled applicants who meet the minimum criteria for the role.

All candidates will receive a feedback report highlighting their strengths and development areas. If you require any reasonable adjustments to complete the assessment, please let us know and we'll be happy to support you.

Once the assessment has been completed, eligible candidates will be invited to interview.

What we offer

• Excellent development opportunities
• 25 days annual leave plus bank holidays, rising to 30 days
• Free On-Site Gym membership
• Physical and mental well-being support
• Generous Pension scheme

Please note, all roles will be subject to a vetting procedure, some roles due to the nature of their work, will require additional security clearance.

Depending on the number of applications received, we reserve the right to close this role early.

We are proud of being a truly inclusive organisation who provides fair and equal consideration to all of our applicants. We encourage and welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, sexual orientation, religions or beliefs and of neuro divergence.

Important information before you commence an application

Please ensure you allow time to complete your application fully as part complete pages do not autosave and the application system only remains active on a single page for a period of 60 minutes.

You may require the following detail to complete this application form:

• National Insurance Number
• Identification Detail e.g. passport
• Address information
• Referee information
• Full employment history including dates and any qualifications you may have attained
• Tattoos - you will also be requested to provide photos and describe of any visible tattoos you have

You may require the following documents to complete this application form:

• A Passport style photograph
• A copy of your photo card driving licence
• A downloaded DVLA summary showing full driving record
• A copy of your paper driving licence counterpart (Northern Ireland only)
• A copy of your British Passport or birth certificate (if a candidate does not have a passport, then they may use their birth certificate, but will need to provide a copy of a British passport once they have obtained one.)
• Copies of your qualifications relating to English and Maths (only). If applying for the Degree Holder Police Constable Apprenticeship, you will need a copy of your Degree Certificate.
• Clear, colour photos of any non-intimate tattoos
• Formal translation from a reputable source for any foreign language or symbol tattoos
• Any paperwork relating to discharged debts, CCJ, bankruptcy etc
• Deed poll certificate for any name changes