Public Contact Officer

Birmingham, West Midlands
£20,115 to £24,759
16 Apr 2019
03 May 2019
Job Ref
Job Type
Customer service
Contract Type
Working Pattern
Shift work

Grade: Band C Lower

Salary: £20,115 to £24,759

Closing Date: 3rd May 2019

About the role:

Diversity and Inclusion Vision: “Maximise the potential of people from all backgrounds through a culture of fairness and inclusion to deliver the best service for our communities”

An exciting opportunity is being offered for a highly motivated individual to work as part of a team in a Public Contact Office environment, to provide a professional response to all calls for service.

Key Responsibilities

  • To receive and process all calls for service made, via all channels to West Midlands Police by the public, other agencies and Forces. Engage with other emergency services, internal departments and external partners as required.
  • Make clear, timely decisions ensuring all calls for service are assessed, graded and dealt with in line with the National Decision Model, THRIVE+ and force policy, to a level which enables the safe and effective allocation of appropriate resources.
  • Use all available technology with the Public Contact office environment. This will include the operation, understanding and interrogation of all IT systems relevant to the role.
  • To deal with calls for service at the first point of contact where appropriate and possible. Utilising the Grading Framework to identify the most appropriate service option where resolution is not possible at the first point of contact. 
  • Deal with and ensure that the appropriate manager is informed and updated regarding any issues pertaining to threat, harm, risk and vulnerability which are likely to impact on or affect service delivery and performance.
  • Provide appropriate support, advice and/or guidance to victims and witnesses.
  • Gather and record intelligence for the purpose of preventing, reducing and detecting crime.
  • Complete all relevant documentation to Sex and Violent offenders and carry out initial enquiries in relation to Rape and Serious Sexual Offences including the use of Early Evidence Kit.
  • Manage the bail reporting process and respond to any breach of conditions.
  • Arrange receipt of surrendered firearms/ammunition.
  • Take personal responsibility for daily self-briefing on all appropriate intelligence systems and partake in scheduled briefings.
  • Maintain an up to date understanding and access of all operating systems, protocols, policies and procedures relevant to Force Contact responsibilities.
  • To actively support colleagues in line with any recruitment and training for Force Contact.
  • To carry out such other duties which are consistent with the nature, responsibilities and grading of the post. 

 Knowledge and Experience


  •  Computer literate.
  •  Accurate keyboard skills, minimum 25 wpm.
  •  Accurate verbal and written language skills.
  •  Able to prioritise and multi-task under pressure, achieves deadlines, whilst maintaining quality.
  •  Proven decision maker.


  •  Proven experience of dealing directly with the public/customer.
  •  Awareness of conflict management processes to deal with the public effectively.
  •  Knowledge and understanding of National Decision Model, Thrive +, Home Office Counting Rules,    
  •  National Standards of Incident Recording.



  •  Highly developed problem solving skills.
  •  Organisational skills and ability to prioritise.
  •  Ability to transcribe and accurately record information in a timely manner.
  •  To remain professional at all times in relation to behaviour and communication with the public and staff.
  •  The ability to deal with callers who are distressed, angry, upset or aggressive in an effective. professional manner using influencing and verbal  Displays emotional intelligence.
  •  Ability to work independently and as part of a team where necessary.
  •  Customer focused.
  •  Personal responsibility for self-development which the organisation will support.  


  •  Customer Service Experience.
  •  Access to and understanding of WMP systems.

Post holders will be required to work an agreed 24/7 or 3/3/3 working pattern, which may include rotating/alternating shift patterns and include  weekend working and Public Holidays.

 Post holders will be expected to demonstrate a willingness to adopt a flexible approach to a role that can sometimes require deployment at short notice to different stations force wide.

 All other terms and conditions will be in line with the Police Staff Council Handbook and the post holders Contract of Employment.

West Midlands Police are currently undertaking a long term review of staff pay and conditions.  

The grade, pay and other terms of employment are therefore subject to review and may change in the future. 

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