You will be offered and supported on a fantastic training programme to give you the skills and confidence to successfully undertake the contact handler role. The training is delivered over eight to ten weeks and is usually delivered Monday to Friday, the times of the training can vary and some of it will be shifts.
Weeks one to four, delivered virtually on Microsoft Teams while you are working from home. We will supply required IT equipment and you will need to have a suitable working environment and a stable internet connection.
The training will cover:
how to use our IT systems including Athena and Storm
working practices and procedures
call handling skills
Throughout the training there will be regular assessments and extra support given if needed.
After week four, you will be in the force control room working in the live environment, this is to ensure you are ready and equipped for the role. Call-taking is supported in real time by our experienced trainers to fully support and guide you on a one-to-one basis before progressing to your team. As you gain experience this support is reduced based on your level of confidence.
Please note: no annual leave or time off will be granted during your training programme, which is expected to last eight to ten weeks, except for exceptional circumstances.