Case studies

Being a member of the force contact centre is the start of an exciting and rewarding journey. You will receive and exceptional level of training and preparation, before you’ll be dealing with non-emergency and emergency incidents in a job that truly affects people lives every single day, you will be the voice of GMP. 

 

Anthony Bellamy-Hibbert

Call Handler, Anthony Bellamy-Hibbert, has worked at GMP for four years. He answers 999 and 101 calls, as well as dealing with abandoned 999 calls and requests from the public for disclosures under Clare’s Law and Sarah’s Law. He is also a wellbeing officer with the Force’s FCC meaning he provides welfare support to colleagues.

With a background as a Fraud Officer before joining GMP, Anthony loves that his role allows him to help victims in their hour of need.

“The job can be so rewarding, and is definitely one for you is you get satisfaction from helping people.

“There are also opportunities to develop. I recently gained a BTEC qualifications after I helped deliver a new training package.”

 

 

Rachel Ryan

Rachel Ryan has worked at GMP for nearly eight years. Although she admits that the role can be challenging, she says the fast-paced environment, ability to help people and supportive colleagues make it a great job. 

As well as answering 999 and 101 calls and helping the public with online reports via LiveChat, Rachel also deals with abandoned 999 calls, something she enjoys because of the investigative nature and being able to ensure that people are given help when they need it.

“The role involves risk assessment, compassion and empathy. If you like working in a fast-paced environment and as part of a team, it is definitely the job for you. I particularly like working different shifts, as it means every day is varied, with different types of calls coming in at different times of the day. Shifts also mean you can get a good work-life balance.”

 

 

Charlotte Lavelle

Charlotte Lavelle is a Call Handler and Digital Contact Team Operative within the FCC.

As a call handler, she answers 999 and 101 calls. When working on the Digital Contact Team, she deals with abandoned 999 calls and helps members of the public via LiveChat and online reports.

Charlotte has worked in GMP for five years and enjoys helping the public. Prior to joining the organisation, she worked within the insurance fraud industry, which is where she discovered her passion for investigation and drive for helping people.

"Knowing that I make a difference to people's lives on a daily basis is something I pride myself on and take great comfort in.

"I enjoy working within a fast paced environment, and ensuring we provide the correct assistance and response to the public in their time of need.

"I would absolutely recommend a role within the FCC. Although it is a 24/7 job, which comes with more than its fair share of daily challenges, it is very rewarding."

 

 

Scott Barrick

Scott Barrick is part of the team - Switchboard/Customer Enquiry Unit - who are the first people the public will speak to when they call 101.

He joined the Customer Enquiry Unit (Switchboard) as an apprentice shortly after his 17th birthday and gained a permanent job role 18 months later.

Part of Scott's role is to triage enquiries and help callers get to the right department. He also updates crime reports and logs with information, while also advising the public on other issues such as civil matters.

Scott said: "Part of our job is to build a rapport with members of the public and provide them with a good service so they have a positive experience when calling the police.

"I enjoy how varied each day is. Every single call we take is different from the one before and every new day has a new challenge. It doesn't matter whether you have worked here for 10 years or one month, there will always be a call which you've not had before, meaning you never stop learning.

"I would recommend the role to anyone who enjoys working within a challenging environment. It's a fantastic team to be part of and everybody is really supportive, which creates a great environment for new employees."