Job Title: Contact Management Centre Officer – Hampshire & Isle of Wight Constabulary
Location: Southampton
Contract: Full time and permanent. On successful appointment into this role, you will be able to submit a flexible working request to start after the training period. However, there is no guarantee that your request will be approved (in these cases, we will endeavour to find a solution which works for all parties). Please note that you will be required to work the full-time standard shifts during the training period which will be approximately 13 weeks.
Salary: The starting total salary for this is approximately £36,400. This is made up of a basic salary of £27,204 and shift and weekend allowances of 20%. On completion of initial training and becoming an independent Call Handler (expected to be at around the 13-week point), the basic salary for this role will increase to £30,333, giving a total salary of approximately £40,000.
Closing Date: Thursday 1st October 2026 at 23:55
About the role
As a Contact Management Centre Officer, you will be on the front line of policing and responsible for receiving emergency 999 and non-emergency 101 calls from members of the public and dispatching Officers to the scene. You will need to apply an investigative mind set to:
- Complete detailed crime reports, ensuring all lines of enquiry are considered;
- Risk assess each call and decide on the best course of action;
- Create incidents for deployment by the Police Control Room;
- Handle a wide variety of enquiries from telephone and online contact; and
- Ensure the public received the required help and support, whilst handling sensitive and upsetting matters with empathy and a calm attitude.
The standard shift pattern for this role is 6 days on and 4 days off on a rotating 20-week pattern (averaging at 37 hours per week). Shifts are generally 10 hours long with a 1-hour meal break and example hours are; 0700-1700, 1200-2200, 1700-0300, and 2200-0700. However, you may work any variation of a 10-hour shift depending on or demand and resource levels.
The full role profile document is attached to this advert.
Benefits of working for Hampshire & Isle of Wight Constabulary
In addition to the competitive salary and highly rewarding career, our benefits include, but are not limited to;
- Competitive pension scheme;
- Generous annual leave allowance;
- Retail, food, and leisure discounts through Hampshire Police Leisure & Sports and Blue Light Card;
- Excellent wellbeing support;
- Gym facilities at a number of our buildings; and
- Fantastic career progression including development and secondment opportunities.
What does it take to work in Contact Management?
To succeed in this role, it is important that you have the following qualities;
- Able to remain calm and level-headed in high pressurised situations;
- Confident making difficult decisions;
- Able to manage multiple demands;
- Able to communicate clearly; and
- Resilience.
Role specific training and support
Our roles are pivotal in helping us to achieve our Force Priorities of Relentlessly Pursuing Criminals, Putting Victims First and Delivering Exceptional Local Policing. Your training course will therefore be fast-paced and is designed to equip you with the knowledge and skills needed to excel in your role.
- The initial 6-week training period is classroom based and will include inputs on our computer systems and theory-based topics. This phase will be completed Monday to Friday, 0900-1700, so no shift allowances will be paid.
- You will then progress to a tutoring phase, taking live calls with the support of a dedicated tutor for up to 6 sets of shifts.
The Emergency Services Call Handling Apprenticeship is an additional benefit of the role and is open to all new starters who do not have prior experience of working in an emergency call handling environment. The Apprenticeship will be completed during work time and will take approximately 13-18 months to complete. On successful complete, you will receive a nationally recognised certificate in Contact Handling.
Application criteria
There are no essential education requirements for this role but it is desirable that candidates are educated to QCF Level 2 of higher in Maths of English.
Candidates should have good customer service, communication, and typing/IT skills.
You must be 18 years or older to apply for this role and appointment will be subject to satisfactory clearance of pre-employment checks.
If you have previously been unsuccessful for a role within Contact Management, you must wait 3 months before reapplying.
Returning to the role of Contact Management Centre Officer
If you have previously worked for HIOWC as a CMC Officer and wish to re-join us, please send an email to police.recruitment@hampshire.police.uk stating that you wish to re-join and include the following information: the date on which you left employment, your collar number, what shift you were on, and who your Line Manager/Supervisor was.
Your eligibility to bypass the recruitment process/initial training as a re-joiner will then be assessed and someone will be in contact with you to provide an update on your application.
HOW TO APPLY
Please follow the online application link to apply. You will be required to enter personal details, complete our screening questions, and provide examples of when you have displayed the competencies of We are emotionally aware Level 1 and We analyse critically Level 1. Your answers to these competencies will be used to shortlist applications and reading the linked College of Policing webpages will assist you in completing your application. We also recommend you read through this candidate guidance for complete an application form.
Your answers to these competencies should be specific examples (from work, education, social, or home life) and should be a true account of events. To structure your answers, we recommend using the STAR technique which is explained in the above guidance document.
Your answers should be typed into the relevant section on the application form.
We recommend that you write your answers in MS Word before copying them into your application, to avoid the system timing out and you losing your progress. Our recruitment system uses a word count for your answer to each competency, but please do not use MS Word as a word count guide – the system will tell you how many words you have typed for each answer.
Next steps in the recruitment process
After the closing date, all applications will be reviewed and shortlisted using the answers to the above competencies. If you are successful at shortlisting, you will be required to;
- Attend an online awareness session on either Thursday 15th October 2026 at 17:30pm or Friday 16th October 2026 at 11:30am. The Recruitment Team will send you further information if you are successful at the application shortlisting stage.
- Attend an in-person assessment centre on week commencing 2nd November 2026. The Recruitment Team will send you further information after you have attended an awareness session.
If you would like to have an information discussion about this role, please contact the Recruitment Team on police.recruitment@hampshire.police.uk or 023 8045 1611.
