Call Handler

Call Handler 

Location: Winfrith or Bournemouth
Contract: 12 month contract with likely extension
Hours: 37 hours per week (Monday-Friday)
Pay Rate: £14.91 PAYE per hour / £19.61 LTD per hour (including shift allowance)

About the Role:

As a Call Handler, you are the first point of contact for members of the public contacting Dorset Police via the 101 non-emergency service.

You will assess risk, vulnerability, and urgency in real time, ensuring that each contact is accurately triaged, recorded, and routed in line with Force policy and National Call Handling Standards. This is a high-pressure role where poor judgement has real consequences.


Key Responsibilities:

• Handle non-emergency contacts via 101 telephony, online reports, email, and digital platforms
  
  
• Conduct dynamic THRIVE LITE risk assessments, identifying threat, harm, risk, and vulnerability
  
  
• Accurately record incidents using Force Command & Control systems
  
  
• Determine the appropriate response pathway using Force Triage guidance
  
  
• Forward intelligence and messages to officers and departments using call-handling logs
  
  
• Manage callers who may be distressed, angry, intoxicated, vulnerable, or in crisis
  
  
• Maintain performance against call-answering and quality targets
  
  
• Complete administrative tasks using Microsoft Office and Force-specific systems
  
  
• Work collaboratively with colleagues, supervisors, officers, and partner agencies
  
  

Essential skills and experience:

• Clear, calm, and controlled verbal communication, including with distressed, angry, or vulnerable callers
  
  
• Strong questioning and listening skills to accurately identify risk, vulnerability, and caller needs
  
  
• Sound decision-making under pressure, using judgement within set procedures and guidance
  
  
• Proven emotional resilience when exposed to conflict, distressing information, or challenging behaviour
  
  
• Ability to prioritise competing demands while maintaining accuracy and compliance
  
  
• Accurate and timely recording of information on multiple IT systems while handling live calls
  
  
• Minimum typing speed of 30 words per minute with a high level of accuracy
  
  
• Confident use of Microsoft Office applications, particularly Outlook
  
  
• Effective team working, including accepting supervision, feedback, and performance monitoring
  
  
• Eligible for Recruitment Vetting / NPPV2 and able to complete a pre-employment health questionnaire
  
  

Apply Now Service Care Solutions is proud to assist in this recruitment campaign. If you meet the above criteria and would like to be considered, please apply now or reach out directly to discuss the role in more detail.
 
Harry Greenhalgh
Recruitment Lead – Defence
Service Care Solutions
harry.greenhalgh@servicecare.org.uk
01772 208962