They made the right call – will you?

Scott is one of the first people callers speak to when they ring 101.

He joined the Customer Enquiry Unit as a 17-year-old apprentice and gained a permanent role 18 months later.

His role involves triaging enquiries and helping callers get to the right department, as well as updating crime reports and logs and advising the public on civil matters.

He says: “I enjoy how varied each day is. Every call we take is different from the one before and every day has a new challenge. It doesn’t matter whether you have worked here for ten years or one month, there will always be a call that you’ve not had before, meaning you never stop learning.”

Charlotte answers 999 and 101 calls as a call handler within the FCC.

She also works on the Digital Contact Team, dealing with abandoned 999 calls and helping members of the public via LiveChat and online reports.

She says: “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.

“Knowing I make a difference to people’s lives on a daily basis is something I pride myself on and take great comfort in.”

Dispatch supervisor Ramsha reviews and monitors incidents within the dispatch incident queue, and manages a team of dispatch operators who liaise with officers during high-risk incidents.

She joined GMP as an apprentice in 2015 and would recommend the FCC due to the opportunities it offers.

She says: “My job is incredibly rewarding, however it can be quite challenging and fast-paced. What I enjoy most is helping members of the public by working with dispatch operators to ensure incidents are resourced.”

Rachel enjoys the investigative nature of dealing with abandoned emergency calls. She also answers calls to 999 and 101 and helps the public with online reports via LiveChat.

Although challenging, she enjoys the ability to help people and working with supportive colleagues.

She says: “If you like working in a fast-paced environment, and as part of a team, this is definitely the job for you.

“I particularly like working different shifts as it means every day is varied and you get good work-life balance.”

Call handling supervisor Joe oversees a team of call handlers to ensure they are performing to the best of their abilities.

He joined GMP with the aim of becoming a police officer but loved his role in the FCC so much that he’s decided it’s the career for him.

He says: “There is a real sense of togetherness on my team and that makes coming to work enjoyable.

“Working in the FCC provides you with a stable career that is well paid. There are so many opportunities if you feel you need another challenge.”

Lisa manages different workstreams including calls, sickness and staff management as a supervisor in the Crime Recording and Resolution Unit.

She also supports crime recording and resolution officers, dealing with crime queries they may have and any welfare or wellbeing needs.

She says: “I love my job as there is so much variety. It’s an interesting and incredibly rewarding role, especially if your aim is to help victims of crime.

“There are also plenty of opportunities for progression as we are a new unit that is expanding at a great rate.”

Call handler Anthony answers 999 and 101 calls and deals with abandoned emergency calls. He also handles public requests for disclosures under Clare’s Law and Sarah’s Law and is a wellbeing officer within the FCC.

He says: “The job can be so rewarding and is definitely one for you if you get satisfaction from helping people.

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

Could you answer our call like they did? Get in touch today to apply for one of our Force Contact Centre roles.