West Yorkshire Police jobs: How to apply for 999 call handler apprentice roles

West Yorkshire Police is recruiting apprentices to join its customer contact centres and answer 999 calls that could help to save someone's life.

Monday, 19th April 2021, 11:52 am

Based in Wakefield or Bradford, the contact officers will respond to the emergency and non-emergency calls that are made to the force around the clock.

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Life behind the scenes at West Yorkshire's 999 contact centre

Sharing details of the role, the force said: "Many people may only use our services once in their lifetime; others might regularly need our assistance. Collectively, our ambition is to provide the highest possible quality of service to them all, so that we can protect and reassure the vulnerable, tackle crime and disorder and bring offenders to justice."

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West Yorkshire Police is recruiting apprentices to its customer contact centres. Picture: Jonathan Gawthorpe

It said contact officers have a critical role to play in making sure communities have confidence in their police service and are satisfied with the actions the force takes, adding: "This is not just about working in a call-centre; this is about exceptional public service and teamwork to ensure the best possible outcomes for people who need our help."

What does the apprenticeship involve?

New recruits will receive training in gathering critical information, carrying out dynamic risk assessments and determining what immediate actions to take along with bespoke IT training.

They will be supported to achieve the Emergency Service Contact Handling Standard (Level 3) throughout the training programme, which lasts around 13 or 14 months.

After completing the final assessment, they will continue to be employed as a customer contact officer.

How much does it pay?

Successful applicants will start on a salary of between £19,452 and £20,706, with a 20 per cent shift allowance and 13.45 per cent weekend enhancements.

Once competent in the role, there are opportunities to progress into an advanced level role paying between £21,135 and £23,406 per year.

What experience is needed?

Key qualities for those applying include being able to make sound decisions under pressure and think logically; focus on understanding the circumstances, people and risks, and multi-task as an individual and with others.

Applicants should also have experience of computer packages such as Microsoft Office and the ability to successfully complete various IT courses, as well as a minimum typing speed of 28 words per minute and a good command of English, both verbal and written.

Previous experience of working in a call-centre environment is useful but not a requirement.

What qualifications are needed?

Applicants should have pass grades in both English Language and Mathematics at Level 2/GCSE grades A*-C/9-4 or equivalent or they will be expected to complete the Functional Skills qualification to level 2 standard during the training programme.

How to learn more about the role

Online familiarisation webinars will be taking place on Tuesday April 20 at 6.30pm or Thursday April 22 at 1pm. Email [email protected] to register your interest and specify which session you would like to attend.

Assessments are expected to be held from Friday May 7 at force headquarters in Wakefield city centre, with interviews from Monday May 24.

Applications can be made until 11.55pm on Wednesday April 28.

Visit the force website for more details.

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