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Apprenticeship Police Controller: Abingdon (999/101 Call Handler) Thames Valley Police

Are you looking for a job role where no two days will be the same? Where you will help provide a vital service to the public, which will often be in situations when they need it the most? If so Thames Valley Police are looking to recruit you to join the fast-paced world of the Control Room.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 31 Aug 2022

Apprenticeship summary

  • Annual wage


  • Working week

    6 on 4 off base pattern, meaning you work 6 days on and then have 4 days off. Shifts to be confirmed.

    Total hours per week: 37.00

  • Expected duration

    18 months

  • Possible start date

    01 Sep 2022

  • Date posted

    10 Mar 2022

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    30 available

As a Police Controller, or Radio Operator, which is the common term used in the department, 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, you must be able to work and make decisions under pressure, displaying high levels of emotional resilience to be able to deal with real time emergency situations. We ask our teams to assess priority and severity of incidents, whilst always doing their best to reassure the caller that we'll get them the appropriate support or assistance as quickly as possible.

Key Responsibilities

An average shift looks like this:

  • 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
  • Making sure we deliver a good service by being available and dealing with sometimes constant calls to a professional standard.
  • Managing the despatch of resources and prioritising incidents in line with threat, risk, harm and vulnerability, ensuring that public and officer safety is maintained at all times.
  • Making sure Police Officers and other resources have all the necessary information to deal with the incidents they have been deployed too.
  • Represent the Police Control Room at various external events such as Reading, Oxford, MK Dons and Wycombe Football matches. Also to perform your controller duties around other large scale events such as Reading Festival, Ascot Race Course, Henley Royal Regatta and other ad hoc events. (subject to extra training, ability and willingness to travel)

You do not need previous experience; instead we're looking for common sense, attention to detail, good communication skills, high levels of resilience and a calm head under pressure. Above all, you'll have the drive and determination to make a difference to the communities we serve.

You will receive structured on and off the job training through our comprehensive apprenticeship programme:

On successful completion of the program you will be confirmed in post and receive a nationally recognised Level 3 Certificate in Emergency Service Contact Handling.

If you have recent experience of an emergency service contact handling environment (through working for an Ambulance Service, Fire Service, Police Service or the Maritime and Coastguard Agency) or have significant experience of responding to emergency service incidents which have been referred from an emergency service contact centre e.g. role of Police Officer, Special Constable Paramedic, Fire Fighter please complete the Emergency Service Contact Handler Transferee application form instead.

Should you have any pressing questions specifically surrounding the role only, please email:

Shift Patterns

We operate 24/7, 365 days of the year. An example of the shift pattern is attached for you – due to this it may be that public transport is not available or suitable, at the times needed.

Please note due to current organisational needs, we are unable to accept part time applicants at this time.

The first 5 weeks of training are likely to be in Kidlington so travel will be required at this time.

Requirements and prospects

Desired skills

  • Computer skills with the aptitude to navigate multiple IT systems. Proven keyboard skills with the capability to type at least 28 words per minute*
  • Verbal reasoning skills with the ability to empathise and communicate effectively with people of all ages and from a range of diverse backgrounds including in challenging situations
  • Good standard of verbal and written English with strong communication skills and a good standard of numeracy are essential for the role

Personal qualities

  • The ability to listen and question effectively, capture information accurately, and respond appropriately and sensitively to requests for information or assistance, based on training, experience and understanding of Force policies
  • Resilient, reliable and able to cope in a pressured environment with the ability to remain calm and accurate in a variety of situations
  • The ability to assess and analyse information, identify risk and vulnerability and consider options for action using own initiative and professional judgement. The ability to problem solve, think logically and make sound decisions applying agreed policies, parameters and procedures

Desired qualifications

None requested.

Future prospects

We believe in investing in all of our people, and run tailored Positive Action Initiatives to support our colleagues from underrepresented backgrounds in their personal and professional development, ensuring everyone has a level playing field to succeed, progress and feel fulfilled in their careers.

Things to consider

Due to the confidential, and sometimes traumatic nature of the calls that may come in, applicants will only be considered who have passed their 18th birthday by the closing date specified. 

The Apprenticeship National Minimum Wage guide (ANMW):

About the employer

Thames Valley Police is the largest non-metropolitan police force in England and Wales. Thames Valley Police is committed to working together to make communities safer.

The aims of Thames Valley Police are to cut crimes that are of most concern to the community, increase the visible presence of the police, protect our communities from the most serious harm, improve communication with the public in order to build trust and confidence within our communities, tackle bureaucracy and develop the professional skills of all staff and to reduce costs and protect the front line.


Thames Valley Police


Abingdon Police Station

Colwell Drive


OX14 1AU

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Training provider

Thames Valley Police

Applications for this apprenticeship are being processed by Thames Valley Police


People Services Recruitment Department 0845 2 66 66 77

  • Level 3 Emergency Service Contact Handling
  • You will receive structured on and off the job training, personalised tutoring and all the encouragement and support you need through our comprehensive apprenticeship programme.
  • This will result in you being able to appropriately respond to incoming calls and evaluate the urgency and of an incident in what can be a life critical situation.
  • On successful completion of the program you will be confirmed in post and receive a nationally recognised certificate in contact handling as well as receiving an increase in pay.

Apprenticeship standard

Emergency service contact handling

Level 3 (A level)

Employer's Application Instructions

To apply, visit our careers portal, select either our Trainee Contact Management Centre Officers or Trainee Police Controllers vacancy and click on the apply button found at the bottom of the advert.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 31 Aug 2022