Merseyside Police
Contact Resolution Officer ( CRO)
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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
We are one of the best-performing urban forces 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 a local government pension scheme. 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.
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.
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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.
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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.
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 the number of part-time hours and shift patterns available at the time of appointment, and each pattern will vary in the 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.
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