Northumbria Police
Contact Handler
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Start Date: 2nd November 2026
Location: Ponteland or South Shields (Please note, we are unable to guarantee which of the two locations you will be based at)
This role will be moving to Cobalt in 2027.
Hours/Shift Pattern:
22 hours, click here to view the shift pattern.
30 hours, click here to view the shift pattern.
Please note: The initial training programme will be delivered Monday to Friday, 8am–4pm. You must be available to attend the full training period before transitioning to your allocated shift pattern.
Salary:
Band 6
22 hours – £17,487 - £18,836 (Plus you will be entitled shift and enhanced allowance, making potential earnings £22,096 - £23,800)
30 hours – £23,636 - £25,459 (Plus you will be entitled shift and enhanced allowance, making potential earnings £30,217 - £32,547)
Working for #TeamNP
Our purpose at Team NP is simple: to keep people safe and to fight crime. But it takes more than officers alone to do the job – and that's where our 2,000-strong team of police staff and 200 volunteers come in.
As one of the largest police forces in England, we offer a huge variety of departments and specialisms, providing endless opportunities to develop your career. From mentoring and coaching schemes to leadership development programmes, we'll give you the support, training and time to achieve your goals.
As one of the UK's top inclusive employers and a Disability Confident Employer, we promote a culture of respect where everyone can feel seen, heard and valued.
Whether you're a member of staff or a volunteer, you can also expect first-rate support to manage your health and wellbeing. With year-round wellbeing initiatives, a 24/7 welfare support hotline and a leading approach to neurodiversity, our commitment is to help you be at your best.
Above all else, at Team NP we can offer you a career that is so much more than just a job – it's an opportunity to be part of something that really matters.
The Role
Here at Northumbria Police, we think our region is amazing. It takes people from different backgrounds, with diverse skills and experiences, to serve our communities effectively. If you want to make a real difference, this could be the perfect opportunity for you.
As a Contact Handler, you will be the first point of contact for members of the public contacting Northumbria Police. You'll play a critical role in helping people during some of the most challenging moments of their lives by remaining calm, professional and focused in a fast-paced environment.
Through a comprehensive training programme and ongoing support from experienced colleagues, you'll develop the knowledge and skills required to assess incidents, identify vulnerability and ensure the most appropriate response is provided.
This is a rewarding and challenging role where no two days are the same. If you thrive under pressure, enjoy helping others and can communicate effectively with a wide range of people, we'd love to hear from you.
What You'll Do
As a Contact Handler, you will:
- Receive and assess calls and contacts from members of the public.
- Gather and record accurate information using a range of police systems.
- Assess risk, vulnerability and safeguarding concerns using structured decision-making processes.
- Manage caller expectations and provide reassurance and guidance where appropriate.
- Support frontline policing by ensuring accurate and timely information is provided.
- Handle emergency and non-emergency contact, including digital communications.
- Deliver high standards of customer service while working in a busy 24/7 operational environment.
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Successful candidates will work a range of day, late and night shifts as per the documented shift patterns. If you would like to discuss flexibility around working hours, please raise this at interview.
For further information about the role, please refer to the Job Description and Person Specification. Based on the role profile, successful candidates will be required to evaluate public contact, undertake risk assessments and make decisions to ensure the most appropriate police response is achieved.
Training Programme
Successful candidates will undertake a comprehensive training programme designed to equip them with the knowledge and skills required to perform the role of Contact Handler.
Key Training Dates
- Course Start Date: 2 November 2026
- Classroom Training: 8 weeks (Monday to Friday, 8am – 4pm)
- Classroom Training Completion: 23 December 2026
- Mentoring Phase Commences: 29 December 2026
Following completion of the classroom-based training, candidates will move into a structured mentoring period supported by experienced colleagues within the Communications Department.
Christmas and New Year Arrangements
To support operational requirements and maximise learning opportunities, the following arrangements will apply during the Christmas and New Year period:
Enforced leave will be taken on:
- 24 December 2026
- 25 December 2026
- 26 December 2026
- 27 December 2026
- 28 December 2026
Candidates will commence on their mentoring period on 29 December 2026
Candidates will also be off duty on 1 January 2027
Where candidates have pre-booked commitments during this period, these will be considered and discussed on an individual basis.
Due to the intensive nature of the training programme and mentoring phase, applicants should ensure they are able to commit fully to the initial training period.
What You'll Bring
- Excellent communication and listening skills.
- Excellent interpersonal skills with the ability to build rapport quickly.
- A passion for problem-solving.
- The ability to assess and understand key information.
- Confidence to multitask and accurately record information.
- Strong attention to detail.
- IT competence across a range of systems and applications.
- The ability to remain calm and professional in challenging situations.
Qualifications
No formal qualifications are required.
However, applicants must be able to demonstrate strong written communication, listening and typing skills. Assessments may form part of the selection process.
What We Offer
- 26 days annual leave (increasing to 30 days after 5 years' service) plus bank holidays
- NHS Fleet Solutions Car Lease Scheme
- Enhanced maternity, adoption and shared parental leave
- Public sector pension scheme with up to 16% employer contribution
- Corporate travel schemes including rail, bus and Metro discounts
- Access to private healthcare and eye test vouchers
- Blue Light Card and Blue Light Tickets discounts
- Extensive occupational health and wellbeing support
- Access to gyms at selected locations
- Sports and Social Club membership
- Cycle to Work Scheme
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Just So You Know
You must be aged 18 or over to apply for this role.
Our application form will help us understand how your work, education and life experience has prepared you for the role of Contact Handler.
To support your application, we recommend researching Northumbria Police, the role itself and the values and behaviours that contribute to success within our organisation.
These vacancies are for a course commencing on 2nd November 2026. Successful candidates must be available to attend the full mandatory training programme.
The recruitment process will consist of an application form and interview. Further information regarding interview dates and any assessment activity will be provided to candidates who progress through the recruitment process.
We are proud members of the Business Disability Forum and a Disability Confident Employer. If you demonstrate that you meet the minimum criteria for the role, we will progress your application and offer you an interview.
If you require any reasonable adjustments during the recruitment process, please contact jointeamNP@northumbria.police.uk as early as possible.
For further information about the role, please contact: Communications Resource Planning Manager - CommunicationsResourcePlanningManager@northumbria.police.uk
Further information regarding pre-employment checks and Recruitment Vetting can be found in the "Recruitment Vetting and Pre-Employment Checks" section below.
Recruitment Vetting and Pre-Employment Checks
Successful applicants will be required to complete a range of pre-employment checks before an offer of employment can be confirmed.
As this role requires Recruitment Vetting (RV) clearance, applicants must meet the relevant residency and vetting eligibility requirements. We recommend reviewing the eligibility guidance before applying: Click here to view.
Appointments are subject to:
- Satisfactory Recruitment Vetting (RV) clearance
- Occupational Health clearance
- Right to work checks
- Employment/ Education references covering a 5-year period
- Verification of qualifications (where applicable)
Please note that pre-employment checks can vary in length depending on individual circumstances and the information required from external organisations and third parties.
If you have any questions regarding vetting, residency requirements or the pre-employment checking process, please contact the Talent Acquisition Team at jointeamNP@northumbria.police.uk before submitting an application.
Terms of Appointment
This is a permanent role subject to a 24-month commitment to post.
Successful candidates will be required to complete the full training programme and tutorship period. Due to the intensive nature of the training, annual leave will not normally be authorised during this period.
Due to the significant investment in training and development, employees will not normally be eligible to apply for other vacancies within Northumbria Police during the first 24 months of their appointment.
We reserve the right to close this vacancy early if sufficient applications are received. Therefore, if you are interested, please
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