Police Controller - Apprenticeship (Abingdon)

Thames Valley Police

Abingdon Police Station, Colwell Drive, Abingdon, Oxfordshire (OX14 1AU)

Closes in 19 days (Sunday 30 November 2025)

Posted on 10 November 2025

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Summary

Our teams are the first point of contact for over 1000 emergency and over 2200 non-emergency phone calls and over 100 interactions via our digital platforms every day. As a Police Call Handler, 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.

Wage

£36,781.66 a year

Check minimum wage rates (opens in new tab)

Please see the Thames Valley Careers site for more information on our benefit schemes

Training course
Emergency contact handler (level 3)
Hours
2 earlies ranging from 07:00 to 17:00 2 lates ranging from 10:00 to 02:00 (Sunday - Thursday) or 03:00 (Friday & Saturday) 2 nights ranging from 21:00 to 07:00 Exact shifts TBC.

37 hours a week

Start date

Monday 2 March 2026

Duration

1 year 6 months

Positions available

30

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

  • 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
  • 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 Racecourse, Henley Royal Regatta and other ad hoc events. (subject to extra training, ability and willingness to travel)

Where you'll work

Abingdon Police Station, Colwell Drive, Abingdon, Oxfordshire
OX14 1AU

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

THE CHIEF CONSTABLE OF THAMES VALLEY

Training course

Emergency contact handler (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents
  • Use appropriate sector specific phraseology.
  • Operate communication systems.
  • Operate software systems.
  • Communicate in a calm manner considering the caller’s circumstances.
  • Build and establish appropriate rapport.
  • Use clear language to convey instructions, avoiding jargon and sector specific terminology.
  • Overcome barriers to effective communication.
  • Use appropriate questioning techniques to gather relevant information to the incident.
  • Use appropriate listening techniques to gather relevant information to the incident.
  • Record relevant information appropriate to the incident accurately, clearly and concisely and review information already held on the incident where applicable.
  • Manage the expectations of the public, colleagues, internal and external partner organisations.
  • Provide advice or information appropriate to the incident, giving safety advice when necessary and adapting response when required.
  • Identify and assess risk, take action and record appropriately.
  • Update internal and external colleagues when applicable.
  • Decide and apply grading or prioritisation guidelines appropriate to the incident.
  • Analyse information and apply relevant policy, procedures or regulations appropriate to the incident.
  • Advise on the appropriate course of action, signposting to other organisations when required.
  • Undertake tasks simultaneously, seeking assistance when necessary.
  • Complete any resulting actions accurately and efficiently at the end of the contact
  • Use appropriate sector specific phraseology.
  • Operate communication systems.
  • Operate software systems.
  • Communicate in a calm manner considering the caller’s circumstances.
  • Build and establish appropriate rapport.
  • Use clear language to convey instructions, avoiding jargon and sector specific terminology.
  • Overcome barriers to effective communication.
  • Use appropriate questioning techniques to gather relevant information to the incident.
  • Use appropriate listening techniques to gather relevant information to the incident.
  • Record relevant information appropriate to the incident accurately, clearly and concisely and review information already held on the incident where applicable.
  • Manage the expectations of the public, colleagues, internal and external partner organisations.
  • Provide advice or information appropriate to the incident, giving safety advice when necessary and adapting response when required.
  • Identify and assess risk, take action and record appropriately.
  • Update internal and external colleagues when applicable.
  • Decide and apply grading or prioritisation guidelines appropriate to the incident.
  • Analyse information and apply relevant policy, procedures or regulations appropriate to the incident.
  • Advise on the appropriate course of action, signposting to other organisations when required.
  • Undertake tasks simultaneously, seeking assistance when necessary.
  • Complete any resulting actions accurately and efficiently at the end of the contact

Training schedule

The apprenticeship takes approximately 18-months to achieve. Once complete, you will receive a level 3 apprenticeship in Emergency Service Contact Handling.

During the apprenticeship you will receive structured on and off the job development, which will include classroom training and personalised tutoring, to develop your competence in responding to emergency and non-emergency calls.

The on and off the job development includes the use of communication systems and software, communication skills, risk assessment and decision making, and technical knowledge and understanding of incidents relevant to policing.

The development is predominately delivered in blocks of learning. The first 5 weeks of training will most likely be based at Kidlington (HQ North or South). After this it will be at the location you apply for.

Requirements

Desirable qualifications

GCSE in:

  • English (grade 4/C)
  • Maths (grade 4/C)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

  • Communication skills
  • IT skills
  • Attention to detail
  • Organisation skills
  • Customer care skills
  • Problem solving skills
  • Analytical skills
  • Team working
  • Non judgemental
  • Patience

Other requirements

Please note due to the sensitivity of the role you must be 18 years or over at point of application. For more information on this role and Thames Valley Police as a company please visit.

About this employer

Preventing and thoroughly investigating crime, supporting victims and bringing offenders to justice. This commitment can’t be achieved by any one person alone; it relies upon a team of over 8,000 staff, officers and volunteers, working alongside partner agencies and the public. Together, we aim to build stronger, more resilient communities, providing a modern police force which meets the needs of the public we serve. Exciting challenges lie ahead – new digital technologies and ways of working are transforming the way we protect our communities. To ensure we deliver a high-quality service, we require the very best talent to be a part of the TVP family. This is your opportunity to take on a role with pride and confidence, inspiring change in our communities. It’s a unique and rewarding career. A career worth living.

https://tvpcareers.co.uk/roles/contact-management-999-101-call-handler/ (opens in new tab)

Disability Confident

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

Progression opportunities include:

  • Those within the department and control room, such as becoming a supervisor or/and operational manager
  • Becoming a Police Officer
  • Applying for internal roles within Thames Valley Police

Ask a question

The contact for this apprenticeship is:

THE CHIEF CONSTABLE OF THAMES VALLEY

CM Recruitment Team

RecruitmentStaffCM@thamesvalley.police.uk

The reference code for this apprenticeship is VAC1000350553.

Apply now

Closes in 19 days (Sunday 30 November 2025)

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