999 Call Handler

Merseyside Police serves a population of around 1.5 million people, covering an area of 647 square kilometres. With a workforce just over 7,000 we are one of the largest employers in Merseyside.

We currently employ approximately 4,211 Police Officers, 2,479 Police Staff, 197 Police Community Support Officers and 128 Special Constables.

Across the Force, we actively recruit people who reflect the communities we serve; people of diverse backgrounds, experience, and career aspirations.
- We believe that diversity of human experiences and viewpoints in our teams strengthen the service that we provide to our communities.

Merseyside Police pay competitive salaries and generous leave entitlement, rising with length of service.
We provide a Government Pension Scheme with generous employer contributions; generally regarded as one of the best schemes in the public sector. Wider employee benefits can be found on our careers page.

Find your calling….. Are you looking for an opportunity to keep your community safe?

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, responding to a burglary or supporting someone in crisis; our Contact Resolution Officers (who you may know as 999 Call Handlers) play a vital role in helping keep our communities safe, identifying and protecting the most vulnerable, preventing crime and other harm and pursuing offenders.

The role of a Contact Resolution Officer (999 Call Handler)

You’ll be the first point of contact for members of the public who may be distressed or agitated. The caller may be a victim of crime and you will be expected to work quickly, remaining calm under pressure and providing reassurance, all whilst gathering as much information as possible to enable you to either resolve their issues or to allow our Police Officers to deal with incidents, support victims and vulnerable people and make our communities safer.

As a Contact Resolution Officer (CRO) you will be part of a team providing an excellent service to the people of Merseyside, answering emergency 999 and non-emergency 101 calls and making dynamic decisions to determine the most appropriate response to ensure we put the community first. 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.

As you can imagine, the Contact Centre operates a 24/7, 365 days a year service and you will be 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 have a look at 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 on one of the links below.

** 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 £24, 921 and increases each year in increments until it reaches £27, 351. Your actual salary will be dependent on number of hours and shift patterns available at time of appointment and each pattern with vary in number of hours and shift allowance (equalisation allowance) attached to it. For example, a 22 hour, part time 4 on 4 off shift pattern would give an estimated annual salary of £18,000 per year inclusive of an 18.5% equalisation allowance

Please apply to read the full details on our website.

Note: Please apply to be taken to our website for further details and support. We kindly request that you complete an application form in order for us to fairly assess all applications.
Those who are successful at interview will receive a conditional offer of employment which is subject to passing pre-employment checks consisting of employment referencing, a medical questionnaire, and police vetting clearance which can take approximately 6-12 weeks.