Merseyside Police
Contact Resolution Officer - 999 Call Handler
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Contact Resolution Officer
Grade C £27,204 - £29,859 (pro rata for part time hours)
Variable Part-Time Shift patterns.
Shift allowance applicable to shift pattern one completion of full-time training.
Location: Bridle Road
Find your calling….. Would you excel in an opportunity to help protect our Merseyside Communities?
Being a 999 and 101 Contact Resolution Officer can be challenging and no two days are the same. Whether it’s taking a report of a missing person, a burglary, an incident, or supporting someone in crisis, our Contact Resolution Officers (who you may know as 999 Call Handlers) play a vital role in our organisation, where we strive to keep our communities safe, identifying and protecting the most vulnerable, preventing crime and pursuing offenders.
The role of a Contact Resolution Officer
About the Role:
As a Contact Resolution Officer, you will be the first point of contact for emergency and non-emergency calls. Your primary responsibility is to obtain accurate information from callers, provide reassurance to enable you to either resolve their issues or to allow our Police Officers to effectively deal with incidents. This role requires excellent communication skills, empathy, and the ability to remain calm under pressure.
You will receive excellent support, training and skill development to ensure that you can be the best you can be whilst working for one of the best performing Police forces in the country.
Requirements for the role:
- Strong communication and interpersonal skills.
- Ability to remain calm and composed in high-pressure situations.
- Empathy and the ability to provide reassurance to callers.
- Computer skills and the ability to input data accurately.
- Flexibility to work various shifts, including nights, weekends, and public holidays.
Our lines operate 24/7, 365 days a year, and the team are required to work shifts. This will include working evenings, nights, weekends and public holidays – the range of full time and part time shift patterns and number of hours are attached in the supporting documents so please ensure you view this before you commit to applying. We have some limited opportunities to work full time and a wide range of part time shift patterns available which will be discussed with you closer to your offer stage.
An example of these can be found HERE
Please note that even if offered a part time role there will be a requirement to work full time hours (36.5) for the first 14 weeks during your training period, this will involve a mixture of classroom duties and 24/7 shifts for mentoring in the live environment before you move onto your allocated shift pattern.
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The full-time salary of a Contact Resolution Officer starts at £27, 204 and increases each year in increments until it reaches £29,589. Your actual salary will be dependent on number of part-time hours and shift patterns available at time of appointment and each pattern will vary in number of hours and the shift allowance (equalisation allowance) attached to it. For example, our 22-hour, part time 4 on 4 off shift pattern would give an estimated annual "take home" salary of £19,400 per year inclusive of an 18.5% equalisation allowance.
Merseyside Police is a dynamic, challenging, and rewarding place to work, we take pride in everything we do. The best performing urban Force as graded by HMICFRS to date, our strategy is simply to put the communities of Merseyside first. We have a strong focus on continuous improvement in the areas we’re passionate about: ending Violence Against Women and Girls; tackling Serious Organised Crime and County Lines; strengthening our approach to Diversity and Inclusion; building trust and confidence through Community Engagement.
You’ll be working for a friendly employer who has a passion for investing in its people and creating the conditions so you can thrive and be your best self. Our rewards package includes 25 days annual leave (pro-rated), family friendly policies, and local government pension scheme and you’ll also get access to additional benefits that are unique to our organisation in the form of access to many discount schemes and networks.
Our Recruitment Process
Please find information below relating to the process and associated timescales for this campaign – please note that applications processed will be to fulfil vacancies from March 2027 onwards
- Stage One – Online Application and supporting evidence document – this will be sifted against the eligibility criteria [https://www.merseyside.police.uk/police-forces/merseyside-police/areas/careers/join-us/contact-resolution-officer/] and if successful, you will be progressed to the next stage
- Stage Two - Shortlisting - approximately Mid October 2026
Please complete the https://apigw.merseyside.police.uk/orc/getfile/orcjdq/SupportingEvidenceDocumentCRO2025.docxCRO Supporting Evidence Document 2026 – Fill in form [https://gbr01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fforms.cloud.microsoft%2Fe%2FCeutiRT1Y0&data=05%7C02%7CLaura.Kearns%40merseyside.police.uk%7C76e3bacc543148cfa8c508df13d12586%7Cf3955ea24c5d4e27ab8df6f577fa122d%7C0%7C0%7C639251461142659407%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=TFWKeTJ31OgmSYnToUAIV1WsLWBCOO4S38XJUK07aPc%3D&reserved=0] which asks you 2 questions in line with CVF - Practioner [https://www.college.police.uk/career-learning/competency-and-values-framework]and JDQ [https://apigw.merseyside.police.uk/orc/getfile/orcjdq/JobSpecTelephonyContactResolutionOfficer.pdf] answer the questions to the best of your ability using real life examples. Please keep your answers to 250 words per answer. Please contact careers@merseyside.police.uk if you have any difficulties submitting your evidence.
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Stage Three – If successful at shortlisting via the evidence document above, you would be invited to a Call Handling scenario-based assessments to be held at Merseyside Police premises currently planned for various dates in and if successful at the assessment, you will be progressed to Stage Three
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Stage Four – Conditional offer and pre-employment checks (References, Medical checks, Vetting) - currently planned for November and December.
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Final Stage - if successful, you will receive an offer of employment for one of the agreed start dates with the agreed upon part time hours available at time of offer and further information about the full time training schedule
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Please click HERE for the job description
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Please click HERE to view our example part time shifts
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