Contact Management Operator

Derbyshire; East Midlands; On-site; GBP 26,000 - 35,000; Full time

Job summary

A public service organization in the East Midlands seeks a Contact Management Operator to serve as a vital link during emergencies. The role involves answering 999/101 calls, managing incidents, and providing support to those in stressful situations. Ideal candidates will exhibit excellent communication skills, remain calm under pressure, and have experience in customer service. This position offers a competitive salary, training, and a chance to make a meaningful impact in the community.

Benefits

Supportive work environment

Training and career development

Qualifications

• Ability to listen and extract information quickly.
• Skill in dealing with conflict in emergency situations.
• Experience in a customer-facing role is beneficial.

Responsibilities

• Answer 999/101 emergency and non-emergency calls.
• Manage operational policing incidents effectively.
• Establish severity and nature of incidents through conversation.

Skills

Excellent communicator

Calm under pressure

Experience in customer service

Job description

Every second counts, be the calm voice that makes all the difference. As a Contact Management Operator, you’re the public’s lifeline in their most critical moments, responding to emergencies, assessing risks, protecting the vulnerable, and helping prevent harm. From life‑threatening incidents to deeply distressing situations, your composure and adaptability will be essential. No two days are the same, whether it’s a missing person, a road traffic collision, or a crime in progress, you’ll be trained, resilient, and ready to act. This is more than a job, it’s a chance to be the voice that brings help, hope, and safety when it matters most.

What You’ll Be Doing

• Working across the Force Control Room with police officers and staff, ensuring that all 999/101 emergency/non‑emergency calls are answered and professionally and accurately recorded.
• Talking to people in potentially dangerous or vulnerable situations, staying calm and providing the most appropriate response.
• Effectively managing operational policing incidents, ensuring that resources are deployed as quickly as possible.
• Talking to callers to establish the severity and nature of incidents.

The must haves

• An excellent communicator, able to listen and extract information quickly.
• Able to deal with conflict, emergency, or stressful situations, remaining calm under pressure.
• Experience of customer service or in a customer facing role; however, your attitude and experiences will help you to excel in this position.

What’s in it for you?

At Derbyshire Constabulary, we aim to create an environment that puts people first. We want you to feel supported in everything you do, so you can give your very best. We offer a range of reward and benefits that if you join us you could enjoy.

Salary: circa £35,000 pro rata including allowances and enhancements.

Basic salary: £26,703 plus shift and weekend allowances ranging from 14% to 20%, depending on the shifts worked.

Shift Patterns and Training

Shift patterns for this role include day, evening, night, weekend, and off‑shift. Training is provided as you start and continuing throughout your career.

What’s Next?

To support you with your application we have provided some application guidance and our recruitment process.

Who We Are

At Derbyshire Constabulary, policing isn’t just patrolling the streets. Just as important as our uniformed officers is our dedicated team of professional support staff working behind the scenes. It’s these skilled people; people like you who contribute to the policing of Derbyshire.

We value diversity and inclusion and encourage applications from underrepresented and neurodiverse backgrounds, so that we can truly reflect the communities that we serve in.