Communications Officer (999 Call Handler)
First seen by Alion on Oct 9, 2026.
Contract type: Permanent /*generated inline style */
Department: Norfolk County Policing Command /*generated inline style */
Location
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Norfolk Constabulary OCC (Uniform Norfolk)
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The recruitment criteria for all posts are subject to workplace adjustments in line with the Constabularies' policies and duties under the Equality Act 2010.
Consideration will be given to whether the post can be delivered on either a part time or job share basis, in line with the organisational requirements of this role.
Recruitment and Selection Policy
Internal applicants who are at risk of redundancy or in need of redeployment and pass the selection process, will be offered the role over the remaining internal and external applicants.
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This role has been identified as the Modern Workplace category below.
Modern Workplace Business Category
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1: On Premise
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Category 1: On Premises - Roles/functions are based on premises
Category 2: Hybrid - Elements of the role require regular presence on premises
Category 3: Hybrid (Homeworker) - The core function of the role can be delivered all/predominately from home, but attendance of premises will be required for specific purposes
Category 4: Contracted Homeworker - The circumstances for someone being a contracted homeworker will be by exception
Grade / Rank: Band D /*generated inline style */
Salary range: £30,897 - £34,662 /*generated inline style */
Further Salary Information
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Please note, if this is a paid role and the role is part time then the salary quoted will be pro rata based on the hours worked per annum.
Weekend enhancement
Weekend work will be paid at the usual hourly rate plus an additional one half of that rate (time and a half).
Hours per week: 37.00 /*generated inline style */
Closing date: 31/10/2026, 17:00 /*generated inline style */
Job description
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Join Norfolk Constabulary as a 999 Call Handler
Be the calm voice in a crisis. Make a real difference, every single shift.
Location: Wymondham HQ (initial training in Dereham)
Hours: 37 per week, rotating shifts (including nights, weekends, and bank holidays)
Shift Allowance: A shift allowance of either 14% or 20% applies to this role, depending on the team’s working pattern. Team allocation will be determined by the resourcing needs of the Contact and Control function at the time of appointment.
Contract: Permanent
About the Role
Our Contact & Control Room is the heartbeat of Norfolk Constabulary. As a 999 Call Handler, you’ll be the first point of contact for people in crisis, often during the most traumatic moments of their lives. Whether it’s a missing child, a violent incident, or someone in mental health distress, your voice will be the first reassurance they hear.
This is not your average call centre job. It’s fast-paced, emotionally demanding, and deeply rewarding. You’ll need to stay calm under pressure, think quickly, and make decisions that could save lives.
What You’ll Need
We’re looking for people who are:
- Resilient and composed - able to stay calm and focused in high-stress situations.
- Excellent communicators - clear, concise, and empathetic, even when callers are distressed or hard to understand.
- Quick thinkers - able to assess risk, prioritise, and act decisively.
- Team players - collaborative, respectful, and supportive of colleagues.
- Digitally assured - comfortable using multiple systems and typing at least 30 wpm.
- Flexible with hours - Provide flexible working hours/overtime/on call as required on a rotating shift basis
What You’ll Do
- Answer 999 and 101 calls, emails, and online reports.
- Assess risk and opt for the appropriate police response.
- Record incidents accurately and in line with national standards.
- Liaise with officers, other forces, and partner agencies.
- Interrogating all Crime/Intelligence Systems available where appropriate to role.
- Gathering intelligence to meet the Policing Plan.
- Train to become a Radio Controller, deploying resources and managing live incidents.
What to Expect
- Assessment Centre: Shortlisted candidates will be invited to attend an assessment centre at Hethersett Old Hall.
- Initial training: Full-time, classroom-based training in Dereham.
- Support: Ongoing coaching, wellbeing services, and opportunities for progression.
- Shift work: 24/7 operation with rotating shifts (including nights, weekends and some bank holidays).
Essential Criteria
- Good literacy and numeracy
- Strong verbal and written communication
- Ability to work under pressure and solve problems
- Teamwork and adaptability
- Typing speed of 30 wpm
- Proficiency in Microsoft Office and willingness to learn new systems
Desirable Criteria
- Previous experience in a customer service or call centre environment
Important Notes
- If you’ve attended a Recruitment & Assessment Centre in the last 6 months, you are not eligible to reapply at this time.
- Reasonable adjustments will be made in line with the Equality Act 2010.
Ready to Make a Difference?
If you’re calm under pressure, passionate about helping others, and ready for a challenge like no other we want to hear from you!
Role profile
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Communications Officer - October 2016.pdf - 98KB
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Benefits
- 24 days holiday per year in addition to public holidays (rising to 29 days after five year’s service)
- Opportunities to work flexibly, subject to business needs
- Option of joining the local government pension scheme
- Option of joining the sports & social staff association and UNISON and enjoying the benefits these provide
- Access to the Blue Light Card with 100s of discounts
- Paid-for training is available as is the opportunity to have mentoring, in a workplace where development is encouraged
- Access to an Employee Assistance Programme (EAP) A confidential service, available 365 days a year, 24/7, free of charge which can provide around the clock support and guidance to help you manage work and personal stressors, as well as support you through lifestyle changes
- Support Networks that provide information and opportunities to share experiences as well as offering advice and support to members
- A diverse, equal and inclusive workforce in an organisation that values its people
- A member of the National Police Healthcare Scheme, offering affordable private healthcare to Officers, staff members and their families
- And finally, but perhaps most importantly, the opportunity to make a difference to the communities of Norfolk and Suffolk
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Important information before you commence an application - for ALL applicants
If the role has evidence questions you may wish to save these remotely and paste your answers into the boxes at time of submission.
Disclaimer: due to the high volume of applications we receive, we reserve the right to close a vacancy earlier than the advertised date. This is to ensure our teams can manage application levels while maintaining a positive candidate experience. Once a vacancy has closed, we are unable to consider further applications. Please submit your application as soon as possible to avoid disappointment.
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Useful information before you commence an application
You will require the following information to complete this application form:
- National Insurance Number
- Full employment history including dates and any qualifications you may have attained.
If the role requires you to drive you will also be required to upload details from your full driving licence including photos.
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We are looking for people who share our values of caring, inclusive, courageous and learning.
Click the links to find out more about our inclusive culture in Norfolk and Suffolk.
To enable us to deliver outstanding policing for everyone, we need people from all backgrounds with a range of professional and life experiences so that we are truly representative of our communities.
Why work for Norfolk and Suffolk Police?
Norfolk and Suffolk Police have gained a reputation as pioneering and innovative forces, responsible for policing a large diverse, multi-cultural population.
If you are looking for a fresh challenge which offers a genuine opportunity to make a real difference to people’s lives, variety and the chance to broaden your experience, then Norfolk or Suffolk is the force for you.
Equality, diversity and inclusion
Norfolk and Suffolk Police are committed to equality, diversity and inclusion.
Our constabularies are committed to providing support for our under-represented and marginalised communities, including but not limited to Black, Asian and Minority Ethnic communities, disabilities, neurodiversity, gender and LGBT+ communities.
All applications will be treated on merit, based on the evidence provided in your application and suitability for the role you have applied for.
Police Barred and Advisory lists
Individuals placed on the Police Barred and Advisory lists will not be considered for employment by the police for a minimum of 5 years from the date of listing in the case of gross misconduct, or 3 years from the date of listing in the case of poor performance.
Vetting and safeguarding
Norfolk and Suffolk constabularies are committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all employees and volunteers to share this commitment. All employees and volunteers therefore will be subject to background checks including vetting and references.
Eligibility Criteria All Applicants must reside in the UK and have continuous residency for the past three years, rising to five years for certain roles. (The only exceptions are being stationed abroad through the Armed Forces or having taken extended holiday / travelled for a period of less than 12 months, where your UK residency has been maintained) Please refer to the job description for the residency requirements for this role.This post is open to
- British Citizens
- Members of a European Economic Area (EEA) state who hold settled status under the EU Settlement Scheme.
- Commonwealth citizens or foreign nationals (who are not British citizens or European Economic Area (EEA) state members) who have leave to enter or remain in the United Kingdom for an indefinite period that is free from restrictions.
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We are committed to being a Disability Confident Leader. If you require any adjustments to support you during the application or selection process, please get in touch. You can contact us by email or telephone to discuss your needs in confidence, and we will be happy to help.
- Email: [email protected]
- Phone: 01953 423642
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We’re proud to be a Disability Confident Leader and welcome applications from disabled people.
Under our ‘Offer an Interview’ commitment, we will invite disabled applicants to interview if they meet the essential criteria for the role.
You’ll be able to tell us if you’d like to be considered under this commitment by answering the relevant question in the application form.
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Disclaimer: due to the high volume of applications we receive, we are unable to provide feedback on unsuccessful applications.
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For our Recruitment and Selection Code of Practice please use one of the links below
Norfolk Constabulary Recruitment and Selection Code of Practice
Suffolk Constabulary Recruitment and Selection Code of Practice
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