We’re recruiting Force Communications Operators

The Force Communications Centre works 24 hours a day, 7 days a week, 365 days a year and every day the Centre receives around 1200 calls. It's a fast paced ever changing environment which is right at the heart of the action for the Police service within Gwent.

Force Communication Operators are highly trained and skilled; they deal with all emergency calls received through 999 and all non-emergency calls received via 101 and the Switchboard. In addition to recording incidents and giving advice, the operators are also responsible for the dispatch and control of police resources, making sure the right officers are in the right place at the right time. They are also trained to record and investigate certain types of incidents and crimes all with the aim of giving the most effective and efficient service to the caller.

Whilst it is a highly responsible job, it's also incredibly rewarding, having the ability to help someone in their hour of need and make a real difference can be life changing. Whilst some calls can be exciting, many are highly emotional and it's the responsibility of the Communications Suite Staff to remain calm, whilst reassuring the caller and gaining all the vital information.

What we're looking for....

We are looking for enthusiastic and ambitious applicants with a positive approach and good telephone manner with people. Individuals who have transferable skills who are looking for a new opportunity to develop, gain knowledge and new experiences then this may be the job for you!? If you would like to have an insight into the job to ensure it is for you then you can apply online for a 'Ride along' Scheme in the Communications Suite via the Gwent Police Internet site.

What you can expect from us....

You will be part of the team. We will train and support you throughout your training and probationary period to ensure you understand your role and responsibilities. The 16 month probationary is there for us to train you, giving you the time necessary to learn and understand the complexity of the role.

Some more information

If successful you will be employed subject to a 16 month probationary period. The reason for the length of this probation period is because we spend a lot of time ensuring you receive all the necessary training and support. This gives you enough time to learn, gain confidence and become omni-competent within the role.

You would start on grade 3 and initially undertake Call Handling training. The first 5 weeks is classroom based however on your 6th week you will join the shift pattern and receive the relevant shift allowance. This means you will start to receive the 20% enhancements plus you can claim for weekend enhancements (this equates to approximately a further 14.28%)

Once deemed competent at Call Handling you will progress to the next phase of training which is to Crime at Source (CAS). Once you are deemed competent and have been assessed in the CAS role, you will move to Grade 4. Finally, you will progress to the 3rd phase of your training which is the Dispatch element. When you are fully competent in this area you will then move up to a Grade 5. You will also be required to Tutor and assist other staff with their development once you are deemed competent.

Given operational, resourcing and training requirements & the varying times of individuals demonstrating their competence, it's impossible to guarantee at what point within the 16 months the change in grade will happen. By the end of the 16 months, if you have reached a satisfactory level of competency you will be on the grade 5 spinal points

The Salary

This means you will start on £17943 attracting a 20% allowance for working 24/7 shifts thus £21,531 (plus another £2562 approx in weekend enhancements) once working shifts. Once fully competent in all 3 areas of the role you will be on at least £26,398 which includes your 20% shift allowance (plus another £3141 approx in weekend enhancements).

Annual Leave

As you will be working a shift pattern with varying shift durations your annual leave is calculated in hours and minutes so whilst you're on grade 3 and 4, your basic annual leave entitlement will be 170 hours 12 minutes (23 days x 7.24 paid working day).

When you progress to grade 5, this will increase to 185 hours (25 days) and after 5 years of service you will be entitled to 214 hours (29 days).


The shift system is a 6 on 4 off system which, as a guide is; two day shifts (0700- 1700), two afternoon /evening shifts (1300-2100 or 1700-0100) and two evening or night shifts (1700-0300 or 2100-0700) - the rota is published a minimum of 3 months in advance. This shift system covers 365 days a year and includes Bank Holidays. In addition to the Annual Leave, every member of staff also has an entitlement to 8 statutory Bank Holidays in a year and these days will be given to you but not necessarily on the set Bank Holiday dates. If working on a Bank Holiday you are paid at a higher hourly rate.


Once fully Omni competent, there are overtime opportunities. Overtime is paid at time and a half 1900-0700 Monday to Saturday and Double time Sundays and Bank Holidays.

Welsh Language

Applicants will be expected to demonstrate a positive approach to the Welsh language and be willing to undertake Welsh language training as it relates to their role. As this is a public facing position, we are particularly keen to hear from fluent Welsh speakers who will be able to support us in providing a Welsh language service at first point of contact.

If you are a Welsh speaker and are interested in learning more, please contact [email protected] for more information.