DCM - Contact Officer

We are welcoming applications for the role of DCM - Contact Officer with Dorset Police based at the following location(s): Bournemouth Police Station (OC), Police Headquarters, Winfrith, Dorset  

Salary: Scale D - Starts at £27,204 rising by yearly increments to a maximum of £29,859 per annum 
Please note that the above salary is based on working 37 hours per week. If this role is part-time or you are appointed on a part-time basis your salary will be prorated to reflect this. Exceptions to starting salary may apply if you are an existing Devon & Cornwall or Dorset Police Staff employee substantively posted to a role at the same Scale.

Type of employment: Permanent 

Type of working arrangement: Static-Worker - A Static-Worker has little or no opportunity to work remotely as they need to carry out their work at a specific force premises, this could be for a number of reasons including the location of equipment. 
Hours per week: this role is 37 hours per week. However, we welcome applications from individuals wishing to work on a part-time basis and we are willing to consider flexible working patterns subject to business need.
Allowances: This role attracts 14% Shift Allowance, Weekend Working Payment (claimable once necessary training has been completed and the full shift pattern is being worked) . For additional information on allowances please see our "allowances" page

Owing to the nature of the role, candidates will need to have reached the age of 18 by the start date.

The commencing salary will be Scale D £31,012 to £34,039 per annum inclusive of a 14% shift allowance PLUS the potential to earn up to £2,500 weekend working allowance, which is claimable once you have completed your classroom-based training and are working your shift pattern.

Acting as the front line of policing as one of our Contact Officers at Bournemouth HQ you will be responsible for receiving non-emergency and emergency calls, and online contact from members of the public. Your role will be ensuring the most appropriate help and support is established, handling every call with empathy, whilst remaining calm when dealing with potentially sensitive and upsetting calls.

The focus of the Dorset Contact Management (DCM) is on making every contact count by ‘getting it right first time’ and ensuring an efficient and effective customer journey as well as seeking to address the maximum number of service calls at the first point of contact within a 24 hour capability. 

Prior to your Contact Officer training course (which you will be advised of once you have started in the role) you will be working as a triage operator to familiarise yourself with Contact Centre and the types of enquiries.  The duration of your time on triage will vary depending when the next training course is due to start. Your salary and shift allowance will remain as above.

You will act as the first point of contact for members of the public using the 101 and 999 service, utilising risk assessments you will ensure that the most appropriate help and support is established, providing an efficient and reactive response to requests for service from the public.

Please note: No annual leave will be granted during the training course dates and these dates will be confirmed once you are in force. Any leave booked prior to joining the force will be honoured. Whilst this role is based at Bournemouth, you may be required to travel to the Winfrith site for training.

Recruitment Timeline

You may wish to make a note of some key stages which sets out your journey to the Dorset Police family.

  • Eligibility to apply via our e-recruitment portal.
  • Situational Judgement Test - You will have 7 days to complete once you have completed your eligibility.
  • Virtual Assessment Centre - You will have 7 days to complete once you have passed the SJT.
  • Final Interview and telephone assessment. You will receive a link to book an interview if you have passed the SJT and Virtual Assessment Centre.

Please note candidates can only register once per campaign,  so if you have any difficulties with undertaking the assessments please contact: alliance-policestaffrecruitment@Dorset.PNN.Police.uk

If you are interested in both roles within Dorset Contact Management.  Please only register for one, as you can confirm which role you would like to be progressed for if successful at interview. 

Want to know more about this role?

Further detail regarding this role and the essential requirements can be found within the job description attached below.

If you think this may be the role for you and would like further information, please contact: 

Hiring Line Manager: Tony Philbrick - Contact Management Resources Planning Officer 

Email Address: FCCResourceplanning@Dorset.PNN.Police.uk 

Telephone Number: N/A 

What you get if you join us:

If you work for us, you will get access to:

  • A competitive salary with yearly increments.
  • Access to heavily subsidised gym membership that will provide you access to police site gyms throughout the counties.
  • Access to the Blue Light Card Scheme for discounts and services (requires a one-off payment of £5).
  • Company sick pay.
  • Competitive local government pension scheme.
  • Job related equipment, as required.
  • Free onsite parking at many police sites throughout the counties.
  • Access to Group insurance scheme (via salary sacrifice scheme).
  • Support networks, free Employees' Assistance Programme, Occupational Health and wellbeing services.
  • Development and training opportunities.
  • Supportive and flexible training plan, including regular check-ins throughout your initial period of joining us to ensure you are up to speed with the role and getting the support you need.

Annual Leave Entitlement:

25 days a year leave entitlement, with an increase to 30 days after 5 years continuous employment, plus bank holidays (pro-rata for part time employees).

Competency and Values Framework (CVF)
Level 1: click this link for details of the CVF level for this specific role.

Additional Information

Dual working: This role will require the post holder to travel to alternative locations on an ad hoc basis to undertake the role, travel expenses will be reimbursed in accordance with force policy.
Tenure: 2 years 
Political Restrictions: None apply to this role.

Recruitment Process

Application Stage:

To apply for this role, click the 'apply' button below, you will then be taken to a registration page. Please complete this registration form to create an account, once created you will be taken to the application. 

Already have an account? If you have previously created an account, please click 'login' at the bottom of the page next to the 'submit registration' button. Once logged in, you will be taken to the application. 

Once registered, you will have to complete an eligibility form to apply. If eligible, you will move to the application form stage where you will evidence your suitability for this post. The closing date for applications is 05/12/2025, 12:00.

Selection Stage: 

The selection for this role will consist of Interview, Situational Judgement Test (CRC / FCC only), Assessment, Virtual Assessment (CRC/FCC only).

Applications will be anonymised and then shortlisted by the shortlisting panel.  Following the shortlisting you will be notified of the recruitment decision via email along with feedback on your application. 

If successful, you will then be invited to an interview. This will be based on the Competency Values Framework at Level 1, 2 or 3 as detailed in the role profile/job description and additional CVF document.

The interview process is due to take place week commencing 15 December 2025.

Some roles may also require an assessment. Further information on this will be provided following the shortlisting process. The assessment date will be   if applicable.

Pre-requisites:

If you are successful through the selection stage of the recruitment process, we will make a conditional offer of appointment and commence pre-requisite checks. These checks can include: 

  • Vetting checks,
  • Reference checks,
  • Medical assessment,
  • Qualification review,
  • Right to Work checks.

A formal offer of appointment and start date will not be agreed until all checks are satisfactorily completed. If you are successful at the selection stage your conditional offer will outline which of these checks are applicable to you. 

IMPORTANT INFORMATION:

The application system only remains active on a single page for a period of 60 minutes.

Please ensure you allow time to complete your application fully as part complete pages do not save.  

If the role has evidence questions you are required to complete in the application form, you may wish to complete these remotely and then paste your answers into the boxes at time of submission. Please note, each evidence criterion is set to a maximum of 2000 characters. 

We welcome the use of AI responsibly and ethically to demonstrate your skills in your application, but please don’t allow it to overshadow your own unique voice. While we appreciate innovative approaches, we also value authenticity. Our assessment considers the content of the application and the skills you demonstrate, ensuring fairness and inclusivity for all applicants. At the end of the day – we want YOU to work for us!

This opportunity is closed to applications.