Contact Management Centre Officer - Apprenticeship

Our teams are the first point of contact for over 1000 emergency, over 2200 non-emergency phone calls and over 100 interactions via our digital platforms daily. As a Police Call Handler you will perform one of the most demanding roles in the modern police force and one which is key to inspiring satisfaction and confidence in the community.

What you'll do

• Handling emergency and non-emergency calls. You will have to be able to remain calm whilst taking control of a call and getting as much information as possible by asking the right questions and recording that information so it is relayed to the officers responding
• Crime Recording - using our systems to take reports of crime and making sure everything is recorded according to guidelines.
• Working with partner agencies to record other incidents in which the police play a role
• Signposting members of public to more appropriate agencies when it is not a matter dealt with by police
• Dealing with requests/queries via online platforms

Training

• The apprenticeship takes approximately 18 months to achieve. Once completed, you will receive a level 3 apprenticeship in emergency service contact handling
• During the apprenticeship you will receive structured on and off-the-job development, which will include classroom training and personalised tutoring, to develop your competence in responding to emergency and non-emergency calls
• The on and off-the-job development includes the use of communication systems and software, communication skills, risk assessment and decision-making, and technical knowledge and understanding of incidents relevant to policing
• The development is predominately delivered in blocks of learning
• The first 6 weeks of training will most likely be based at Kidlington (HQ North or South). After that, it will be at the location you are applying for

After the apprenticeship

Progression opportunities include:

• Those within the department and control room, such as becoming a supervisor or/and operational manager
• Becoming a Police Officer
• Applying for internal roles within Thames Valley Police

Skills

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Analytical skills
• Team working
• Non judgemental
• Patience

Qualifications

• Desired: GCSE, English (grade 4/C)
• Desired: GCSE, Maths (grade 4/C)

Things to consider

• Please note due to the sensitivity of the role you must be 18 years or over at point of application
• Please note all applicants must attend an awareness session to progress to the next stage, please note we have the current dates upcoming;

Thursday 8th October 2026 @ 18:00 - 19:30

Friday 16th October 2026 @ 18:00 - 19:30

Friday 23rd October 2026 @ 18:00 - 19:30

Monday 26th October 2026 @ 18:00 - 19:30

Tuesday 27th October 2026 @ 18:00 - 19:30

Wednesday 28th October 2026 @ 18:00 - 19:30

For more information on this role and Thames Valley Police as a company please visit https://tvpcareers.co.uk/roles/contact-management-999-101-call-handler/

About the employer

Preventing and thoroughly investigating crime, supporting victims and bringing offenders to justice. This commitment can't be achieved by any one person alone; it relies upon a team of over 8,000 staff, officers and volunteers, working alongside partner agencies and the public.

Together, we aim to build stronger, more resilient communities, providing a modern police force which meets the needs of the public we serve.

Exciting challenges lie ahead – new digital technologies and ways of working are transforming the way we protect our communities. To ensure we deliver a high-quality service, we require the very best talent to be a part of the TVP family.

This is your opportunity to take on a role with pride and confidence, inspiring change in our communities.

It's a unique and rewarding career. A career worth living.

Apprenticeship details

• Course: Emergency contact handler (level 3), Protective services
• Apprenticeship level: Advanced (level 3)
• Training provider: THE CHIEF CONSTABLE OF THAMES VALLEY
• Expected duration: 1 Year 6 Months
• Hours: 37 hours a week. Working week: 6 on 4 off.

2 earlies ranging from 07:00 to 17:00.

2 lates ranging from 10:00 to 02:00 (Sun-Thurs) or 03:00 (Fri & Sat).

2 Nights ranging from 21:00 to 07:00.

• Start date: 1 February 2027
• Positions available: 30
• Wage: £40,945.78 a year