CTC Operator
Thank you for your interest in becoming a Contact Centre Operator for Surrey Police.
To give you a better understanding of the role for which you have applied we have
prepared this information pack.
If you have any queries please contact Surrey Police Recruitment Department in the
first instance on 01483 633333, Option 2.
We wish you every success in your application.
Thank you.
A Day in the life of a Contact Centre Operator….
The Contact Centre operates 24 hours a day, 365 days a year, and with an average of
1500 calls a day, it is by no means a dull place to work…
We are based in a purpose built office at Surrey Police Headquarters in Guildford; It’s a
very comfortable atmosphere in which to work, and is equipped with integrated
telephone and computer systems.
Full time operators in the Contact Centre work a 5 week shift pattern covering early
starts, late starts and night shifts.
Shift start times are staggered to ensure that the phones are manned at all times, and
we also have some part time operators who help cover the busier periods of the day.
The majority of the day will be spent on the phone answering a mixture of priority 999
calls, 101 (non urgent) calls, as well as taking crime reports over the phone, and
dealing with online and social media communication. You never know what to expect
with each call that comes in; the variety is as great as the uncertainty!
We deal with incidents and crimes within the whole of Surrey, from the mundane, to
life threatening emergencies.
As a Contact Centre Operator it is our responsibility to risk asses all calls, either dealing
with them in their entirety (reports of civil disputes etc), or forwarding details to the
relevant department such as the Force Control Room for officer deployment.
…One moment we might be dealing with a serious firearms incident, the next talking to
a resident who has simply lost their keys.
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Crime Reports are taken both from members of the public and from Police Officers who
have attended an incident. The crime reports we create give full and factual details of
what has happened, in order to be investigated further.
When taking Public Crime Reports, it is the Operators responsibility to establish what
has happened, and if there are any potential lines of enquiry through their questioning
skills. Once the report is completed, it will either be filed by the Contact Centre, or
forwarded for investigation, whether that’s to the Events Assessment Unit for CCTV
enquiries or CID if there is a named suspect etc.
The ratio of officer reports to reports from members of the public differs depending on
the shift you are working; Night shifts tend to be mostly officer led calls, whereas
during early and late shifts we tend to take more crime reports direct from the public.
Officer led Crime Reports are usually more concise, as the officers know what is
required in the report, and furthermore having attended the incident they have
obtained the relevant information from the Victims/ Witnesses first hand.
It is the Contact Centre Operators responsibility to ensure all the details are captured
correctly, and recorded under the correct crime heading.
As technology evolves, more and more means of communication are opened up and
the Contact Centre has to adapt to meet these changes. Not all contact with police is
over the phone, with more and more people making use of the internet.
Members of the public can now submit reports online via the Surrey Police website, as
well as emailing the Contact Centre directly. Contact Centre Operators monitor the
online reports and deal with these in the same way as though contact had been made
over the phone. This means Contact Centre Staff need to have good written
communication skills, as well as verbal.
All Operators are trained to deal with all types of calls, and all calls are taken seriously.
We will prioritise and deal with each call as necessary, whether this is deploying
officers, or liaising with Fire/ Ambulance services etc; No one is ignored.
People react in different ways to differing situations, and it is an acquired skill to
understand the individual’s needs and react accordingly. We do get prank calls, and
occasionally people phone for the wrong reasons, however we are trained on what
advice to offer, and where to refer the caller to, in order get the assistance they
require.
People are often calling the police for the first time, or need to report a particularly
distressing event, or both. There can be a lot of emotions flowing down the phone line.
Being the first port of call, this is something to be aware of, and we have to use our
common sense and initiative to calm the caller, and ask the right questions in order to
get the required information and collate it quickly.
Successful applicants to the Contact Centre undergo an initial full time training period
of five weeks which is thorough, and includes an in depth law course. After the initial
training course, there is another period of coaching within the Contact Centre itself
where new Operators are placed with an experienced coach during their probation
period, until they’re ready to work independently.
There is constant support from your supervisors and colleagues, and we have ongoing
training and refresher days throughout the year for all staff. At Surrey Police you will
be encouraged to develop your skills, or progress within the organisation.
The contact centre thrives on a friendly and helping culture, where colleagues work
together assisting and encouraging each other; you will never be alone.
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CTC Operator
Information sheet – 5 week pattern – Contact Centre
Contact Centre staff currently work a 5 week shift pattern, but this is currently under
review.
In meeting the requirements of the European Working Time Directive, the basics of the
shift pattern will be:
3 shift periods per 24 hours with varying start times between the windows outlined
below:
Start times varying
between
0600-0900
1000-1600
1700-2100
Early
Late
Night








Shifts worked per 5 weeks
7
7
7
5 teams rotate through the 5 week shift pattern
Start times will vary within each window and team members are rotated to
ensure equitable distribution throughout the team
Individual start and finish times associated with the above pattern will be
produced at least 5 weeks in advance
A 9 hour shift is made up of 8hours 15mins working time, and a 45 minute
unpaid meal break
22 working days and 13 rest days over the 5 week period
1 Training Day is included in the pattern per 5 week cycle (usually 08001530hrs)
Longest run of shifts is 7 - this is the night shift week
All gaps between shifts exceed the European Working Time Directive minimum
The five week shift system worked by Surrey Police looks like this:
Week
Week
Week
Week
Week
1
2
3
4
5
Mon
E
N
RD
RD
L
Tue
E
N
RD
RD
L
Wed
RD
N
TRNG
E
L
Thu
RD
N
L
E
RD
Fri
N
RD
L
E
RD
Sat
N
RD
L
RD
E
Sun
N
RD
L
RD
E
Under this adapted shift system each operator will work the above shifts in a 5 week
period, with a small number of different shifts within each, Early/Late/Night parameter
to align resource to demand and ensure there is sufficient coverage.
No shift allowance will be payable during your initial induction training programme. On
satisfactory completion of your training course, and on commencement of your
contractual shift pattern, the appropriate unsocial hour’s payment will be paid.
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Recruitment & Selection Process for Contact Centre Operator Roles
Shortlisting
On receipt of your application it will be shortlisted against the “Knowledge, Skills and
Experience” requirements as outlined in Section 3 of the Contact Centre Agent Job
Profile. Applicants will also be assessed in relation to the 3 key competency areas of
Planning and Organising, Teamworking and Effective Communication.
Assessment Centre
Applicants who are successful at the Shortlisting stage will be invited to attend an
assessment centre which comprises, a Mavis Beacon Typing test (testing for speed and
accuracy with a minimum typing speed of 30 words per minute), an audio checking
test, a multi skilling exercise and a short telephone role play exercise.
Interview
Candidates who pass all elements of the assessment centre will be contacted to attend
an interview. There will be a panel of 2 people.
If you are successful at interview you will be notified in writing and sent an initial offer
letter. At this stage do not hand in your notice until vetting is complete, you will be
contacted once this has been done.
Clearance Checks, Medical & Health Screening
Your vetting form will be passed to our Professional Standards Department for security
checking and clearance.
Once you have been cleared you will be invited to attend a pre-employment medical
plus sight and hearing tests at our Occupational Health Unit at Headquarters Guildford
All candidates are subject to Health Screening which will include a confidential
comprehensive psychological assessment in the form of a questionnaire.
A reference from your current or previous employer will then be requested.
Once all checks (security, medical and employer reference) have been completed
satisfactorily you will be sent a formal offer of employment. Please be patient as the
checking and clearance process can take up to 2 months in certain circumstances.
Induction Course Training & Dates
Induction Courses are scheduled throughout the year as per our requirements and the
dates will be advised to you via our Recruitment Department.
The induction training is undertaken over a period of 5 weeks. Trainees will then
undertake a further coaching period of approximately 60 shifts (this may be extended
or shortened subject to individual training needs).
Due to the intensive nature of the course programme staff will be expected not to take
any leave during the 5 week induction training period.
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Positions Available
There will be vacancies available throughout the course of the year.
If we have more successful applicants than vacancies currently available, candidates
will be placed within a “pool” of successful applicants and offered a vacancy as they
arise in the future.
Annual Leave
If you book any holidays or need any specific dates off these must be advised at
interview.
If you are successful and are placed in the “pool” you must advise us of any holiday
dates when you are contacted with an offer.
Surrey Police Benefits
A list of the current Police Staff benefits can be found on the Surrey Police website
under the Careers section.
Career Opportunities
Working within Contact Management you will have exposure to the very frontline of
policing in Surrey. You will take calls that will give you a real insight in to the work that
our officers and staff do on a daily basis and you will deal first hand with victims of
crime, working to ensure that their experience with Surrey Police is as positive as
possible, regardless of their circumstances.
As a member of police staff, you will have access in the future to a broad range of
roles across Surrey Police, including those within the Force Control Room where the
knowledge that you will gain from working in the Contact Centre will be invaluable.
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CTC Operator
SURREY POLICE
Job Profile
Job Title:
Contact Centre Operator (Police Staff)
Grade:
E
Reports to:
Supervisor (Police Staff) Contact Centre
1.
Job Purpose:
1.1 To respond to all emergency and non urgent communications (including
telephone, mail, electronic) in order to support Surrey Police to identify risk,
protect the public, detect crime, whilst ensuring excellent customer service.
1.2
Assess all contact to ensure best use of Surrey Police resources, appropriate
grading of incidents and referral to other departments and agencies as
required
1.3 To compile and update crime reports from members of the public and Police
Officers, completing a primary investigation based on details provided.
2.
Key Accountabilities:
2.1 To receive calls from members of the public in both emergency (999 calls)
and non-emergency situations, identifying risks and caller needs through
effective questioning, assessing available options and deciding on the most
appropriate action to be taken.
2.2 To ensure all members of the public contacting Surrey Police are offered
advice and support and are made fully aware of what action will be taken in
line with Surrey Police policies and procedures.
2.3 To compile reports based on the details provided by the customer, identifying
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any vulnerability issues, repeat victims or risks. To identify potential
witnesses, solvability factors and evidence that may need to be preserved,
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gaining intelligence for future investigations.
2.4 To update existing crime reports with further information provided by internal
and external customers, ensuring accurate completion in accordance with
Force and Home Office Guidelines.
2.5 To identify the existence of actionable information from newly reported or
updated crimes and refer immediately to an appropriate Officer, supervisor or
department, to support the early detection and speedy resolution of crime.
2.6 To record and use information on the Force Information Systems in a timely
and accurate manner and in compliance with Force policy to maximise call
resolution and ensure information is passed to the appropriate person by
telephone or electronic means.
2.7 To undertake any current or new administrative duties associated with the
effective operation of the Contact Centre, as directed by Contact Centre
Supervisors and Duty Managers.
2.8 As the first point of contact you will be expected to set the standard for the
way in which the customer experiences Surrey Police and the Contact Centre.
3.
Knowledge, Skills and Experience:
It is essential that the post holder has:
3.1
Previous demonstrable experience of working within a call centre or
customer service environment.
3.2
Either English GCSE Grade C or above, English ‘O’ Level, or equivalent, eg
OCR Level 2 in Literacy
3.3
Excellent verbal communication skills, to be able to communicate with both
internal and external customers and deal assertively and courteously with all
enquiries, whilst managing expectations.
3.4
Excellent written communication skills, with the ability to produce clear,
concise and accurate documents and reports.
3.5
The ability to work unsupervised and use own initiative to solve problems,
taking reasoned and responsible decisions that consider all the relevant
factors and information, based on Force policy and best practice.
3.6
The ability to work effectively as part of a team.
3.7
The ability to work calmly and effectively under pressure to highlight risks,
prioritise issues, take control and respond promptly to changing situations.
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3.8
The ability to listen and question effectively, consider options for actions,
and respond appropriately and sensitively to requests for information or
assistance, based on training, knowledge and experience of Force policies.
3.9
A working knowledge of Microsoft or window based packages and can
demonstrate the ability to learn and use a variety of computer based systems
as the post holder will be required to become proficient in the use of Surrey
Police systems including Command and Control and Crime Recording
systems and PNC.
3.10 Proficient and accurate typing skills at a minimum of 30 wpm.
3.11 The ability to analyse extract, interpret and accurately record relevant
information.
3.12 The ability to empathise with members of the public and display a high
degree of tact and diplomacy whilst maintaining confidentiality and
managing expectations.
4.
Requirements of the job:
4.1
Applicants must attend an Occupational Health consultation where they will
be required to pass the Surrey Police hearing, eyesight and colour tests and
be declared fit for the role, prior to confirmation of appointment. Also, due to
the nature of this role, all candidates will be subject to Health Screening
which will include a psychological assessment (in the form of a
questionnaire).
4.2
The post holder will be expected to acquire and maintain a good
understanding of Call and Incident Handling and Crime Reporting working
practices and procedures, Neighbourhood and Area Policing demands,
Criminal Law and Surrey Police computer systems.
4.3
The room operates over 24 hours everyday of the year and successful
applicants will be expected to work a shift pattern to meet the demands of the
business.
4.4
The post holder will be required to adhere to the Surrey Police dress code.
This is no longer a uniformed position.
The post holder should note that some or all of the duties and responsibilities
detailed in this Job Profile require compliance with nationally agreed operating
rules for accessing PNC and other information systems.
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

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PNC Code of Connections Volume 1 (version 2.1)
Data Protection Act 1998
Computer Misuse Act 1990
Official Secrets Act 1989
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