Contact Handling Supervisor (Force Contact)

Introduction to the Department

Force Contact is a vital part of frontline policing, and the work undertaken here has a direct impact on the service we provide to our communities.

As a Call Handling Supervisor, you'll have an opportunity to influence that service every day, developing people, improving performance and supporting decisions that help keep the public safe.

If you're looking for a varied and rewarding leadership role where you can develop others, tackle challenges and make a meaningful contribution to policing, we'd welcome your application.

About the Role

Every day, our call handlers are there for people at some of their most difficult and vulnerable moments. From emergencies requiring an emergency response to members of the public seeking advice and assistance, the work they do is fundamental to keeping our communities safe.

Behind those call handlers are supervisors who provide the leadership, guidance and support needed to deliver that service effectively.

As a Call Handling Supervisor within Force Contact, you'll be responsible for leading a team in a busy and demanding operational environment where priorities can change quickly and sound decision-making is essential.

You'll play an important role in ensuring calls are managed safely and professionally, supporting staff with complex incidents, overseeing risk assessment and maintaining high standards of service to the public.

Key Responsibilities

- 1. Make clear, timely and justifiable decisions in line with the National Decision Model (NDM). Take ownership for resolving problems, supporting staff in dealing with difficult and challenging situations.
- 2. Visible leadership by floor walking, regularly interacting and talking with staff, providing clear direction and support regarding service delivery and performance management.
- 3. To work as part of a team setting a clear direction and promoting team work to achieve high standards of professionalism and performance in all situations.
- 4. Be responsible for developing people by coaching and mentoring, supporting developmental opportunities and encouraging staff to take on new responsibilities. Ensure recognition through the electronic Development Review (eDR) process. Motivate staff by giving genuine praise, highlighting success and recognising good performance.
- 5. Take personal responsibility for your own continuous development by maintaining a full understanding of all operating systems, protocols, policies and procedures pertaining to Force Contact responsibilities.

Full Role Details

Click here to view the full details of the role, including the Essential Criteria, Desirable Criteria and any educational requirements for the role.

Salary and Shifts

Salary: £32,613 - £37,020

Shift patterns :

Option A. 24/7 shift pattern which includes 2 earlies, 2 lates, 2 nights and 4 rest days.

Option B. 3 earlies, 3 lates, 3 rest days.

Shift allowance :

20% Shift Allowance

13.79% Weekend Allowance

Location

Based at C3, Park Lane, B6 5DL

Selection Process

- Online Application and Sift - You will complete an online application form, which will be reviewed against the skills, experience and behaviours required for the role.

Closing Date: 01/11/2026

- Interview - Candidates who successfully pass the application stage will be invited to attend an interview which will include a small scenario based activity (no prior experience of call handling is needed) as well as standard interview questions. This will provide you with the opportunity to demonstrate your suitability for the role.

Proposed date(s): 23/11/2026

- Pre-Employment Checks - If you are selected as the preferred candidate, you will be required to successfully complete relevant pre-employment checks before receiving a formal offer. For internal candidates, some checks may not be required. Checks may include:

Vetting Checks - You must successfully complete the required level of Recruitment and Counter Terrorism clearance before starting the role. This may include providing information relating to your background and financial history as part of the vetting process. Click here for more information.
- Medical Checks - Appointment to this role is subject to successfully completing medical checks. This may include a drugs test and, where required, a fitness assessment.
- Reference Checks - You will need to provide details covering at least five years of employment, education or other relevant activity history.

We are committed to supporting candidates throughout the recruitment process and reasonable adjustments are available for those who need them.