Call handler
Responsive around the clock, the Contact Centre within the Demand Hub sits at the very heart of our operations. It’s the part of Cambridgeshire Constabulary that handles all incoming emergency and non-emergency calls from the public – so the work is both rewarding and absolutely essential to the community.
The Contact Centre take an average of 1500 calls a day. Despite that, no two calls are ever quite the same. One minute you could be noting down the details of a stolen vehicle. The next, you might be logging a report of a missing person, or transferring an incident to dispatch.
Working towards specific targets, you’ll be one of the people aiming to answer at least 90 per cent of emergency calls within ten seconds, and 80 per cent of non-emergency calls within thirty seconds. You’ll also record all reports of crime, within 24 hours of being notified of the offence. To help achieve this, we monitor team performance to ensure the right level of support and coaching is in place for you and your colleagues.
Frequently asked questions
The Demand Hub is based at our headquarters, in Huntingdon.
There is a core shift pattern covering 24hrs a day, 7 days a week, 365 days a year. The shift pattern includes earlies, lates and nights and a training day every ten weeks.
Although the initial training period needs to be undertaken on a full time rota, once on shift there are opportunities to work part-time, utilising a ‘half’ or ‘two-thirds’ of the full time shift pattern. This can be discussed at interview.
There are over 100 people working in the Contact Centre which is a mixture of Police Staff Call Handlers, Police Officer Call Handlers, Supervisors and Managers.
Interested?
If you would like to know more about the opportunities we have available and wish to apply for a role, visit current vacancies page
Meet our Call Handlers
The role of a call handler is critical in maintaining public safety. Read on to learn about what it's like to answer emergency and non-emergency calls from some of our call handlers and call handling supervisors.
