service-advisors

Service Advisors

Providing 24 hour help, support and assistance to the public whenever they need us.

No two days are the same

Our Service Advisors are the first point of contact for anyone calling Police Scotland, and handle all emergency (999) and non - emergency (101) calls. As such, the ability to remain calm and focused when under pressure is a must-have quality, as is the capacity to handle a sizable workload, seeing as the job is 24/7, 365 days a year, and we  receive something in the region of 3.5 million calls per year Advisors also need to be flexible and able to prioritise enquiries as a large part of the job is to supply our Area Control Rooms with critical and accurate information at all times. They are also responsible for signposting callers to appropriate information services, recording call information accurately on relevant systems and identifying the level of initial police action that is required. This is done by  assessing the call in terms of risk, vulnerability, any threat or harm that the caller may be exposed to and then choosing the most appropriate course of action.

If you are considering a police support staff role and think you could take on the challenge, then read on! 

As part of our Service Centre Team, you will bring your excellent communication and interpersonal skills to will deal with the full spectrum call types from call transfers to serious crimes, sometimes distressing in nature. Accordingly, empathy, discretion and resilience are some of the qualities you will need in order to provide the highest possible standard of service and assistance to people who need our help.  You will also need to be prepared to deal with members of the public who can be highly irrational or emotional in addition to challenging callers who can be aggressive and abusive.

Applicants must be 16 years old, and the positions are based at our service centres in  Bilston Glen, south of Edinburgh, and in Govan, Glasgow.

The current eight week training programme will teach you how to use a variety of IT applications required for the role, give you an insight into the structure of the organisation and policing procedure, followed by an introduction to call taking in the Training Academy, where you will be taught  various aspects of call handling and receive instruction on how to deal with the wide variety of incidents which are reported to Police Scotland. This training programme is a full time course, and you will join with a small number of colleagues and undertake bespoke training to deal with emergency and non-emergency calls. You will also be shown how systems operate and the way in which telephone calls are received and processed; h ow controllers manage incidents and deploy police officers as required and given specific instruction on how to manage calls at first point of contact, gather all the necessary information and decide on the most appropriate action to take.  You may take longer than the standard nine weeks to become confident and proficient in this demanding role, but we will support you all the way.  There will also be the opportunity to shadow staff dealing with live incidents and, after successful completion of training, you will join your team where continuing support is available as you start your new role.

Amanda McDonald, National Head of Service Centres says, "This is a fantastic opportunity for anyone who wishes to begin their career within Police Scotland. The Service Centre offers a great opportunity to help our diverse communities at their first point of contact with the Police, whether it be for general advice or to report serious ongoing incidents. The Service Advisor role offers variety in a fast paced dynamic environment, enabling our staff to utilise their excellent communication skills and assist in keeping people safe."   

Visit our Police Staff Recruitment section for job vacancies.