Emergency Control Room Communications Officer

Police Staff
Operations - Public Contact
£24,921 - £27,351 Plus 34.16% allowance
Please note, if this is a paid role and the role is part time then the salary quoted will be pro rata based on the hours worked per annum.  
Shift Allowance, Weekend Working Allowance

08/10/2023, 23:55

*Please note - previous applicants who have been unsuccessful at interview stage are not eligible to apply again within 6 months 

Additional Salary & Shift Information

  • Full Time (37 hours) - £24,921 - £27,351 with 34.16% shift allowance 

Emergency Control Room Communications Officer 

Serving an estimated population of nearly 600,000 people, Warwickshire Police receives over 90,000 emergency calls per year, in addition to many more non-emergency calls for service.

Working as part of our Emergency Force Control Room as a Communications Officer is a varied and diverse role, with no two calls received being the same.

If you are calm under pressure, able to gather information quickly, and offer a voice of comfort in the difficult moments of people’s lives, then Warwickshire Needs You.

Join us in helping protect our communities from harm – we’re recruiting throughout the year and we are now open for applications, looking for our next new colleague!

There is no closing date for this post as applications will be reviewed regularly and candidates updated accordingly. 

Our next Assessment Centres will be running throughout May and June, and there's still time to get your application submitted in time to attend.

We also hold regular online Discovery Sessions where you can find out more about the roles and how to apply for them. Each session lasts between an hour and an hour and a half.

Please register your interest through publiccontactrecruitment@warwickshire.police.uk the following dates and times are available:-

2nd October @ 6pm

13th November @ 6pm

8th January @ 6pm

26th February @ 6pm

The main purpose of the role is to receive, record and assess emergency and non-emergency requests for policing services and provide resolution where appropriate.

To manage and control the deployment of policing resources in line with Deployment Principles, Force Policy, working practices and service standards within Warwickshire Police.



To receive and record as appropriate requests for service and maintain accurate contact / incident records on Force systems, resolving at first point of contact where necessary.

To make an initial assessment of the threat, risk, harm and vulnerability of the service request, to grade within Force guidelines / National Standards utilising intelligence information, and find a suitable resolution route at the first point of contact in order to support community safety and Force crime reduction objectives.

To complete crime reports in full where there are no further lines of enquiry or partial completion when further investigation is required.

To review, assess and update IT records and intelligence systems in accordance with Force policy, Management of Police Information (MoPI) and national guidelines.

To provide timely updates to victims and witnesses and, if the initial response times are unable to be met, update and inform them about the next steps.

 To maintain standards for security of information in accordance with Force guidelines, National Standards and UK legislation.

To communicate accurate information to external organisations whilst maintaining standards of security of information in accordance with Force guidelines, National Standards and UK legislation.

To provide tutoring support to new OCC staff, in conjunction with the OCC Supervisor, during their probationary period.

To maintain and continuously develop a working knowledge of emergency and non-emergency working practices and escalate issues affecting service delivery as necessary.

To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.

In addition to the Grade C level responsibilities outlined above, the post holder will undertake the following to progress to Grade D, subject to successful completion of a 12 month probationary period at Grade C a portfolio of evidence demonstrating the required skills and competencies within the in-house learning modules


5 GCSEs at Grade A-C (or equivalent) including English Language

Level 3 or equivalent Customer Services qualification



Working as part of a team in a contact centre environment

Developing effective customer service to internal and external customers

Working in a pressured environment, prioritising a high and varied workloads

Dealing with difficult conversations and challenging situations


Key Skills:

Accurate data entry skills, with attention to detail

Typing speed minimum of 35 words per minute.

Proficient in the use of IT systems including Microsoft Office packages

Proven ability to gather and collate information using appropriate questioning techniques

Proven ability to communicate verbally and in writing with a wide range of people

Ability to analyse, review and present information in various formats

Good organisation, time management, administration and co-ordination skills

Ability to be assertive and remain calm under pressure

Ability to coach new colleagues

Have empathy and be an active listener,

Have good risk assessment, problem-solving and decision-making skills


Special Conditions-

Psychological Demands

(Exposure to distressing/disturbing/unpleasant situations, images or tasks)

We want our organisation to be as diverse as the community it serves. We welcome applicants from all sections of the community.

You will be required as part of Warwickshire Police recruitment process to successfully complete vetting and credit checks.

We support the “Happy to talk flexible working” campaign, which aims to encourage uptake of flexible working for individuals, the flexible working options that may be considered for this role include;

 Job Share, Part Time Working 

Want to make a difference when it truly matters? An exciting opportunity has arisen to join the team in our Operations and Communications Centres  as a Communications Officer.  There’s a lot more to policing than you may expect!  In our Operations and Communications Centre , we handle a wide range of emergency and non-emergency incidents. For more information https://www.warwickshire.police.uk/police-forces/warwickshire-police/areas/warwickshire-police/ca/careers/police-staff/communications-officers/

What can we offer you?

As a valued member of our organisation, you’ll benefit from the below and more!

  • Local Government Pension Scheme
  • Unison Membership
  • Access to Employee Assistance Programme (EAP)
  • Occupational Health Services
  • Free Parking
  • On-site Gym Facilities
  • Fully equipped kitchen and rest break areas
  • Starting Annual Leave balance of 24 days
  • Additional payments for bank holiday working
  • Access to a wide range of internal support networks
  • Access to Coaching & Mentoring Schemes
  • Health & Wellbeing Support
  • Career progression pathway
  • Eligibility for BlueLight discounts

Why work for Warwickshire Police?

Warwickshire Police has gained a reputation as a pioneering and innovative force, responsible for policing a large diverse, multi-cultural population.
If you are looking for a fresh challenge which offers a genuine opportunity to make a real difference to people’s lives, variety and the chance to broaden your experience, then Warwickshire Police is the force for you.

Equality, diversity and inclusion

Warwickshire Police are committed to equality, diversity and inclusion.
We are working hard to increase diversity and inclusion within the Constabulary, where communities are under-represented, including those from minority ethnicity communities, people of all ages, abilities, faiths, religions and gender, LGBTQ+ communities and those from other disadvantaged or marginalised backgrounds, who share our values and wish to make a difference to the communities we serve.
All applications will be treated on merit, based on the evidence provided in your application and suitability for the role you have applied for.

Recruitment and Selection Policy

Internal applicants who are at risk of redundancy or in need of redeployment and pass the selection process, will be offered the role over the remaining internal and external applicants.

Police Barred and Advisory lists

Individuals placed on the Police Barred and Advisory lists will not be considered for employment by the police for a minimum of 5 years from the date of listing in the case of gross misconduct, or 3 years from the date of listing in the case of poor performance.

Vetting and safeguarding

Warwickshire Police are committed to safeguarding and operate safer recruitment processes, to ensure a police service that employees are proud to work for because they feel safe, valued and part of a happy and supportive work environment. All employees and volunteers therefore will be subject to background checks including vetting and references.

Please note, you will require the following detail to complete this application form; NI Number, ID detail, address information, referee information, full employment history including dates and any qualifications you may have attained.  You may also be requested to provide photos of any visible tattoos you have. The application system only remains active on a single page for a period of 60 minutes. Please therefore ensure you allow time to complete this fully as part complete pages will not be saved.  

This vacancy is closed to applications.