Vacancy Details

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Job Title: Contact Resolution Officer

Post: Various

Based At:  Public Service Centre, Police Headquarters, Bridgend

Open From  28/01/2019 09:00:00 to  18/02/2019 12:00:00

Starting Salary:  As advertised

This post was formerly known as the Public Service Centre Operator role.

Based at: Public Service Centre, South Wales Police Headquarters, Bridgend

Scale 3/4, starting at £24,771.24 rising to £29,848.50 per annum pro rata, (this is inclusive of 20% shift allowance and weekend enhancements).

We are still actively seeking Welsh Speakers and have a number of ‘Welsh Essential’ posts, which are required, and would encourage Welsh Learners to apply.

Please note the advert in Welsh is included in the attachments to the right of this advert.

We are also seeking Non Welsh speaking applicants for this role and would encourage you to apply.

Responsive round the clock, the Public Service Centre (PSC) is at the very heart of our work and operations.

It handles all incoming emergency and non-emergency telephone calls from the public, so the work is both rewarding and essential to safeguarding the communities of South Wales. The PSC takes over 2000 calls a day and no two calls are ever quite the same, including serious crime, sudden deaths, traffic collisions and missing vulnerable persons.

South Wales Police are seeking to recruit a number of full-time Contact Resolution Officers from all areas of the community, and we would encourage applications from diverse minority groups, to work within our innovative Public Service Centre in South Wales Police Headquarters, Bridgend.

This full-time position will offer you the exciting opportunity to work within our dynamic Public Service Centre. We will build upon your skills and abilities and teach you to respond to emergency and non-emergency calls in the best possible way and deliver a quality service to the communities of South Wales.

This is a challenging job where we require unique resilient individuals that can work under pressure, prioritise workloads and use their initiative, whilst managing sensitive and sometimes distressing calls. Individuals need to have an understanding of the importance to provide a good quality and prompt service to customers. In return, you will have an immensely satisfying job where you are making a significant contribution to safeguarding the communities of South Wales.

Please visit for an insight into the work carried out by the Public Service Centre.

You will be required to work 24/7 shifts. You will be required to work a shift pattern, which consists of working a combination of eight, nine and ten hour shifts over a 24/7 period for six days which will include morning, afternoon and night shifts, followed by four rest days.

If successful at shortlist, applicants will be required to undertake 2 separate audio tests. Please follow the link to practice before applying. This is not mandatory but will give you a good insight to the role:

Please ensure you read all available guidance notes including the application pack which contains information about the recruitment process.

All recruits will undergo a modular training programme that will last for a total of 16 weeks. Elements of the training will take place in our training site within South Wales Police Area. You will also complete part of your training in your substantive place of work, that being the Public Service Centre, South Wales Police Headquarters. During the 16 week training period you will be allocated leave on week 8 of the training course, but will not be permitted to take any annual leave at any other time during your training.

There will be classroom based learning followed by consolidation within the "live? environment, you will receive support every step of the way.

Weeks 1 – 7 – you will receive training in the South Wales Police IT systems and all elements of call handling.

Week 8 – Annual leave

Your salary is £18,486 per annum (SCP 14) which is payable for the first 8 weeks of your training. From week 9 your salary will increase to £24,771.24 which is inclusive of 20% shift allowance and 14% weekend enhancements which are pre-set into your salary.

Please note that you will not be paid the 20% shift allowance or 14% weekend enhancements during the first eight weeks of the training course but the shift and weekend allowances will be pre-set into your salary from the Ninth week and thereafter.

Week 9 -16 – consolidation within the Public Service Centre

You will complete assessments along the way and you will be required to reach an acceptable standard of operating.

The job offer is based on the understanding that you will be able to complete this training and/or tutoring and the force will not incur any additional expenses or travelling time during this period.

If you are successful you must be prepared to undergo vetting to basic level, as well as passing a hearing test, held at South Wales Police Health Care and Safety Unit. For further information regarding the role, please contact our HR Helpdesk on 01656 305870. For additional information and to apply please visit our website on:

This role is not suitable for part time working/job share. Owing to current resourcing levels and training capacity, the department intend to recruit full time police staff in the first instance in order to ensure maximum establishment is available.

As an equal opportunities employer, we welcome applications from all suitably qualified persons. However, as black and minority ethnic (BME) candidates and Welsh speakers are currently under-represented within the Force, we would particularly welcome applications from these groups. If you would like to discuss further the opportunities, support offered and the forthcoming recruitment campaign, please contact our Representative Workforce Team on

If you feel you have the skills we are looking for, and would wish to apply for the role of Contact Resolution Officer, please consider the role profile, and all guidance notes on the right of this advert. Please then click on the "apply" button below to proceed.

Applications will be available from 09.00 on Monday 28th January 2019.

The closing date for applications is 12:00 on Monday 18th February 2019 or until we have received a maximum of 400 applications whichever is the soonest.

Key dates

Please note that you must be successful at each stage of the process in order to be invited to attend the following stages.

  • Week commencing 4th March 2019 – we will be scoring your application forms

  • Week commencing 25th March 2019 – Candidates attend Audio tests

  • Week commencing 29th April 2019 – Candidates attend Assessment Centre 

      These dates may be subject to change. If you are unable to attend on the date allocated to you, unfortunately we will not be able to progress your application as further dates are not available.

      Please ensure that you read role profile, generic risk assessment, application pack (to the right of this advert) and all available guidance notes on the system to complete your application.

      Please note that the number of applications for this role will be limited to 400. Once the maximum of 400 completed applications are received, the advert will close automatically. If we receive the required numbers this may be before the published closing date. The system will not accept any further applications once 400 completed applications have been submitted, even if it has allowed you to create an account and work on your application - you will not be able to submit it once the advert has been closed.

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