Division / Department - Contact and Control
Grade - Grade E
Status - Full Time
Contract Type - Permanent
Salary Grade Range - £25,104 - £28,513
Working Hours - 36.0 Hours per Week
Politically Restricted - No
The starting salary for this role will usually be at the bottom of the salary range and will be pro-rata if the working hours are less than full time.
The Role
No two days are ever the same, but on every day, our staff make a positive difference to the people of Surrey.
Working within the Force Control Room (FCR) of Surrey Police means that you will be pivotal in managing the deployment of Police Officers and Staff to helping people who need assistance from the police and partner agencies.
Taking information from our Control Room Operators (who are the frontline team in taking calls/social media interactions), you will be in the key role of reviewing matters that require the attendance of an officer; risk assessing all reports passed to the FCR for deployment of police officers/staff and ensuring that the right people get to each and every incident.
As a Controller in the FCR, you will view and assess a range of matters; from a swan sitting on a main road to a person suffering a mental health crisis to a burglary in progress – no two incidents are the same; some require immediate deployment of officers/staff, others need long term problem solving capabilities, and others need input from partner agencies.
Key to this role is an ability to review incidents quickly and identify the pertinent information to pass on to attending officers/staff. Decision making under pressure is a must as is an ability to work both on your own and as part of a team. Incidents can be traumatic or distressing at times, so you'll need to display high levels of emotional resilience.
You won’t be going at it alone. You’ll have access to full training and our Force Control Room works closely as a team to continually support you in your career.
You’ll get a starting salary of £31,956, opportunities for progression, job security and the satisfaction that comes from helping others.
Key Responsibilities
A typical shift looks like this:
You will start your shift reviewing all incidents for your area of responsibility within the County, making sure that people who have requested police help are updated as to what we are doing; assessing the nature of the reported incident against others and deploying officers to incidents in order, based upon the risk of harm reported.
You will utilise your skills in spotting and managing risk to ensure that attending officers are provided with pertinent information and sufficient detail to manage the incident when they arrive.
Key Elements of the role are;
- Ability to work under pressure and to risk assess incidents quickly and efficiently – skills you may already have, but which we will develop as part of the initial and ongoing training
- Liaison with other Emergency Services and Partner Agencies, ensuring the most appropriate team help callers to Surrey Police
- Identification and progression of lines of enquiry to ensure evidential opportunities are followed at the earliest opportunity
- Calling members of the public and providing advice and support – in some cases we can allay concerns by providing up to date information and support whilst also managing expectations as to what the Police Service can/cannot do
- Delivering a service that manages the demand upon Surrey Police, maintaining a high level of service and supporting other front line teams within Surrey Police and Partner Agencies to provide the best service we can to those who need us.
Previous work within a high pressured environment is desirable but not essential; we offer a detailed training schedule to develop your skills. Above all, we're looking for common sense, attention to detail, good communication skills, high levels of resilience and ability to remain calm under pressure. If you have these abilities, along with the drive and determination to make a difference to the communities of Surrey we serve, then this is the role for you!
You will receive a structured classroom-based course and on the job training with a dedicated coach, who will assist you in your learning and support you to until you become independent.
We expect high standards and ethical behaviour, central to this is the Code of Ethics which is the professional code of conduct for Policing.
Our teams are there when the public need us 24 hours a day, 7 days a week. You’ll need to commit to working a shift pattern covering the 24 hour period, this includes night shifts, weekends and Bank/Public Holidays such as Christmas and New Year’s Eve. Shifts are timetabled well in advance so that you can plan properly. We work a pattern which consists of two early shifts (0600-1500hrs), two late shifts (1400-2300hrs) and 2 night shifts (2200-0630hrs) followed by four rest days (with a training day undertaken every 10 weeks).
Part-time working or flexible shifts may be available after completing the full-time training, which is around 6 months.
The role is based at our Police Headquarters, Mount Browne, in Artington which is approximately 1.5 miles outside of Guildford Town Centre. Due to the shift times, own transport is desirable as public transport is not readily available around these times. We offer free onsite parking at all times.
Skills & Experience
Our site is a former stately home which enjoys views out across the Surrey Hills. The extensive grounds allow for walking and relaxation. There is also a free on-site gym which is open 24 hours.
During office hours there is a canteen serving hot and cold food as well as a Starbucks Coffee outlet. At all times we offer a fully equipped kitchen to store or prepare meals along with vending machines.
Once out of training there is the opportunity to continue to develop, through taking on additional skills and responsibilities such as becoming a point of contact for other colleagues in a particular area of policing or becoming a coach or mentor.
Are you eligible?
- Previous Control Room experience is desirable but not essential.
- You’ll need to type at a good speed (min. 30 words per minute) and have good IT literacy.
- Education: There are no essential requirements, but it is desirable that candidates are educated to QCF Level 2 in English and Maths.
- It's also desirable, but not essential, that applicants have a typing or keyboard qualification (RSA or equivalent) or an IT qualification such as ITQ/ECDL/CLAIT.
- You must be 18 years or over on the day you submit your application – there is no upper age limit.
- You must have lived in the UK for three continuous years immediately prior to application.
- Have leave to enter or leave to remain and work in the UK for an indefinite period.
- Not be a current or previous member of a proscribed terrorist organisation or group.
- Not have served a prison sentence.
- Not applied for the role previously within the last 6 months.
What we offer you
We value all our staff and provide many benefits:
- Starting salary of £31,956 (this is inclusive of a shift allowance of £5,847 per year, for working across the 24/7 period), rising annually.
- 180 hours annual leave, rising to 209 hours depending on your length of service.
- Progressive approach to flexible working, enhanced maternity and paternity leave and potential for a career break (after two years’ service).
- Great training and development opportunities that support future career progression.
- Opportunity to join various support networks, staff associations and sports clubs.
- A competitive benefits package including pension, flexible benefits, employee assistance programme for advice and counselling
- Access to discounts / savings / cash-back rewards including the Blue Light Card which provides its members with access to more than 15,000 discounts from large national retailers to local businesses across categories such as holidays, cars, days out, fashion gifts, insurance, phones and many more.
Further Information
We hold in person assessments for this role, focusing on an ability to receive information and record it quickly/accurately and on candidate’s ability to undertake multiple tasks at the same time.
These assessments will be held at our Police Headquarters on the following dates and you must be able to attend one of these to progress your application;
Tuesday 25th April at 1900hrs
Saturday 29th April at 1400hrs
Wednesday 3rd May at 1800hrs
We are looking for successful applicants to join our 6-week courses, the next of which starts in July 2023. Candidates would need to be available for the duration of the training course. On successful completion of vetting and medical clearances candidates are offered the next available space on a course. Should the course be filled, remaining candidates will remain in a ‘pool’ and be offered a place on the next available course starting later in 2023.
Successful candidates will be offered an 6 week classroom-based training course. This is full time, Monday to Friday with a working pattern of the hours between 8am and 4pm. This is followed by a 16-week coaching period working the 24/7 shift pattern.
The probationary period for this role is 12 months and progress assessments take place at regular intervals during this period.
The role of Force Control Room Controller is tenured for 24 months, meaning that you will not be able to start a new position within Surrey Police during this time. You may however be able to apply for roles with longer recruitment time frames e.g. Police Constable.
Additional Information
Following submission of your application you will receive a confirmation email with a copy of your application attached. Occasionally emails from this address can fall into spam/junk folders so please ensure this is checked regularly. You may wish to consider adding noreply@surreysussexpolice.as.recruitmail.com to your address/contact list to ensure you receive all communications.
This post is being advertised in parallel with Force redeployment processes. Any redeployees who are identified will be given preference. This may result in the post being withdrawn at any point during the recruitment process.
Please note that not all jobs are available for internal candidates across both Forces, the current agreed recruitment principles are;
- vacancies in collaborated units are available to all officers and staff across both Forces
- vacancies in non-collaborated units are only available to officers and staff within the Force with the vacancy unless it is advertised externally.
If the vacancy is advertised externally and an officer or member of staff from the other Force is success it will result in a transfer of employment
Surrey Police and Sussex Police Special Constables, Volunteers and Agency Staff (excluding self-employed workers) covered under the Agency Worker Regulations (AWR) are eligible to apply for internal advertised posts.
Diversity Statement
We are only as good as our people. It's really important that our officers and staff can be themselves in the workplace and we know that as an organisation we'll grow from the variety of thinking, approach and skills that diversity brings; all of which help us deliver a better policing service. We strive to ensure how we deliver our services, provide information and how we recruit is open and accessible to all.
We have multiple staff support groups who help to improve our understanding of minority issues and ensure they are reflected in our work. We are proud members of the Stonewall Workplace Equality Index and Disability Confident, a signatory of the Race at Work Charter and aligned with the Armed Forces Covenant and the HeForShe movement.
We value the differences that people bring from all backgrounds and communities. Regardless of age, sex, ethnicity, sexual orientation, gender identity or gender expression, disability, social status or religious beliefs, we would love to hear from you.