Greater Manchester Police Job Opportunities – Call Handlers & Customer Enquiry‏

Each year Greater Manchester Police (GMP) deals with over half a million 999 emergency calls, and one million less urgent calls.


Effective communications are vital to GMP, and our aim is to improve our service to the public by providing an efficient and effective customer focused service to all our callers.


The Operational Communications Branch has a number of vacancies which involve dealing with telephone calls from both internal and external customers, receiving reports of crime, providing reassurance and advice, offering support, and answering 999 calls.


Ideally you will have previous experience of working in a busy customer service environment where communication using the telephone and being sympathetic towards customers is paramount. Working as part of a team, you must have the ability to listen and provide sound advice to a wide range of callers, some of whom may be angry or distressed, remaining professional at all times.


You will receive comprehensive training, however we are looking for people who are good listeners, remain calm under pressure, and are reliable, assertive and enthusiastic. This can be a challenging but rewarding job that really can make a difference to someone’s life.


To find out more about the roles available, visit no later than 14/10/12





Customer Enquiries Officer

Based at Trafford or Clayton Brook

Grade B/C (£15,595 – £18,343 pa), plus allowances as appropriate

You will provide a customer focused service to all callers to the GMP switchboard, to triage calls and give advice where appropriate. You will deal sympathetically with customer complaints, receiving and actioning all incoming calls to the centre, dealing with internal and external customers. Ensuring branch and force performance targets for answering calls are met, you must ensure high standards of service are maintained.


Experience of working in a customer service environment including the resolution of problems, and providing advice is essential, as well as experience of working to targets whilst providing a high standard of service.


Dealing with members of the public over the telephone, and being able to listen attentively and ask focused questions are key to the role. You will need to demonstrate sound practical judgement and take responsibility to make decisions within procedural guidelines, adapting to different and unexpected situations.


Experience of computer packages and keyboard experience are also essential.


Full-time and part-time shifts are available.


Please note, if appointed the initial training period will be three weeks on full-time shifts.



Call Handler

Based at Trafford

Grade C/D (£17,188 – £20,734 pa), plus allowances as appropriate

You will work as part of a team within the Operational Control Room providing a professional response to calls received in accordance with charter standards and force policy.  You will answer telephone calls from members of the public, other Police Forces and external agencies, and accurately evaluate information in order to input low level crimes onto a computerised crime recording system.


You will create incidents where officers are required to respond, and give advice where appropriate. Experienced in a busy customer service environment where communication using the telephone is a substantial everyday part of the role is essential.


You must be able to deal comfortably with members of the public, drawing on your own skills and experience to give advice and resolve problems to a satisfactory conclusion. Working effectively as a team member, you will be reliable in a crisis, remain calm and think clearly, making decisions and dealing with difficult and emotional issues.


Experience in a call centre environment including offering advice and support to customers, and knowledge of National Crime Recording Standards are desirable but not essential.


Full-time and part-time shifts are available.


Please note, if appointed the initial training course will be four weeks Monday to Friday days (full-time hours). A further four weeks mentoring will then take place on a full-time basis.