Contact Handling Supervisor

Introduction to the Department

Force Contact is a vital part of frontline policing, and the work undertaken here has a direct impact on the service we provide to our communities.

As a Call Handling Supervisor, you'll have an opportunity to influence that service every day, developing people, improving performance and supporting decisions that help keep the public safe.

If you're looking for a varied and rewarding leadership role where you can develop others, tackle challenges and make a meaningful contribution to policing, we'd welcome your application.

About the Role

Every day, our call handlers are there for people at some of their most difficult and vulnerable moments. From emergencies requiring an emergency response to members of the public seeking advice and assistance, the work they do is fundamental to keeping our communities safe.

Behind those call handlers are supervisors who provide the leadership, guidance and support needed to deliver that service effectively.

As a Call Handling Supervisor within Force Contact, you'll be responsible for leading a team in a busy and demanding operational environment where priorities can change quickly and sound decision-making is essential.

You'll play an important role in ensuring calls are managed safely and professionally, supporting staff with complex incidents, overseeing risk assessment and maintaining high standards of service to the public.

Key Responsibilities

• 1.    Make clear, timely and justifiable decisions in line with the National Decision Model (NDM). Take ownership for resolving problems, supporting staff in dealing with difficult and challenging situations.
• 2.    Visible leadership by floor walking, regularly interacting and talking with staff, providing clear direction and support regarding service delivery and performance management.
• 3.    To work as part of a team setting a clear direction and promoting team work to achieve high standards of professionalism and performance in all situations.
• 4.    Be responsible for developing people by coaching and mentoring, supporting developmental opportunities and encouraging staff to take on new responsibilities. Ensure recognition through the electronic Development Review (eDR) process. Motivate staff by giving genuine praise, highlighting success and recognising good performance.
• 5.    Take personal responsibility for your own continuous development by maintaining a full understanding of all operating systems, protocols, policies and procedures pertaining to Force Contact responsibilities.
   

Full Role Details

Click here to view the full details of the role, including the Essential Criteria, Desirable Criteria and any educational requirements for the role.

Salary and Shifts

Salary: £32,613 - £37,020

Shift patterns:

Option A. 24/7 shift pattern which includes 2 earlies, 2 lates, 2 nights and 4 rest days.

Option B. 3 earlies, 3 lates, 3 rest days.

Shift allowance:

20% Shift Allowance

13.79% Weekend Allowance 

Location

Based at C3, Park Lane, B6 5DL

Selection Process

1. Online Application and Sift - You will complete an online application form, which will be reviewed against the skills, experience and behaviours required for the role.

Closing Date: 01/11/2026

1. Interview - Candidates who successfully pass the application stage will be invited to attend an interview which will include a small scenario based activity (no prior experience of call handling is needed) as well as standard interview questions. This will provide you with the opportunity to demonstrate your suitability for the role.

Proposed date(s): 23/11/2026

1. Pre-Employment Checks - If you are selected as the preferred candidate, you will be required to successfully complete relevant pre-employment checks before receiving a formal offer. For internal candidates, some checks may not be required. Checks may include:

   • Vetting Checks - You must successfully complete the required level of Recruitment and Counter Terrorism clearance before starting the role. This may include providing information relating to your background and financial history as part of the vetting process. Click here for more information.

   • Medical Checks - Appointment to this role is subject to successfully completing medical checks. This may include a drugs test and, where required, a fitness assessment.

   • Reference Checks - You will need to provide details covering at least five years of employment, education or other relevant activity history.

We are committed to supporting candidates throughout the recruitment process and reasonable adjustments are available for those who need them.

West Midlands Police is the second-largest police force in England, serving more than 2.9 million people across Birmingham, Coventry, Wolverhampton, Dudley, Sandwell, Solihull and Walsall. Every day, our people work together to keep our communities safe, protect vulnerable people, prevent crime and bring offenders to justice.

We answer more than 2,000 emergency calls every day and provide policing 24 hours a day, 365 days a year. Whether responding to emergencies, supporting victims, investigating crime or working behind the scenes, every role plays a vital part in delivering an outstanding service to the public.

We're proud of the progress we've made in reducing crime, improving emergency response times and increasing arrest rates. These achievements are only possible because of the dedication, professionalism and expertise of our officers, staff and volunteers. As we continue to transform the way we police, we're looking for talented people who are committed to making a real difference.

Why Join West Midlands Police?

A career with West Midlands Police is about more than a job, it's an opportunity to have a meaningful impact on the lives of millions of people. Whatever your role, you'll contribute to keeping our communities safe while developing your own skills and career.

When you join us, you'll benefit from:

• Meaningful work that makes a difference every day.
• A diverse range of career opportunities across policing and professional support services.
• High-quality training, development and opportunities to progress.
• A supportive and inclusive working environment where everyone is encouraged to achieve their potential.
• Competitive pay, generous annual leave, excellent pension arrangements and a wide range of employee benefits.
• The opportunity to work alongside dedicated colleagues who share a common purpose.

Our Commitment to Inclusion

We believe that a diverse workforce helps us better understand and serve the communities we protect. We are committed to creating an inclusive workplace where everyone feels valued, respected and able to succeed.

As a Disability Confident Leader, the highest level of the Government's Disability Confident scheme, we are committed to removing barriers to employment and supporting disabled applicants and employees throughout their careers. Through our Disability Confident Interview Scheme, applicants who declare a disability and meet the essential criteria for a role will normally be offered an interview, subject to the scheme's terms and any recruitment constraints.

Our Diversity and Inclusion Vision is to maximise the potential of people from all backgrounds through a culture of fairness, respect and inclusion, enabling us to deliver the best possible service to our communities.

Professional Standards

Working in policing is a position of trust. Our officers and staff are expected to demonstrate the highest standards of integrity, professionalism and accountability. Successful applicants will be subject to appropriate vetting and are expected to uphold the ethical standards and responsibilities that come with serving the public.

Recruitment and the Use of AI

We recognise that many candidates use AI tools to support activities such as proofreading and improving the presentation of written applications. This is acceptable, provided the content you submit accurately reflects your own knowledge, skills and experience.

Applications must be your own work. Any evidence of plagiarism, false or misleading information, or the inappropriate use of AI during assessments or selection activities where it is not permitted may result in your application being rejected.

Benefits

We know that supporting our people is essential to delivering the best service to our communities. That's why we offer a comprehensive range of employee benefits, wellbeing support and development opportunities to help you thrive throughout your career.

Visit our Benefits page to find out more about the rewards and support available when you join West Midlands Police.