Contact Operator General Questions

General questions about the Contact Operator role and recruitment application process. 

1. I left school in 2006 and don’t have my exam certificates, what can I do?

You need to contact your local education authority (county/unitary council) in the area where you took your exams. They should keep records up to 15 years. If you are unable to get copies of the certificates from the relevant local education authority, you will need to provide us with written evidence that you have made a conscious effort to get them and their response. Our recruiting manager will make a decision on that basis; essentially, we are looking for honesty and integrity.

2. I have a degree and a post graduate diploma. Can I upload these instead, I don’t have a Level 2 English?

Yes, these should be acceptable – please upload them with your online application. We will have an individual conversation with you if we need to discuss your qualifications.

3. For the Level 2 English, are qualifications required in both English Language and English Literature?

No, either English Literature or English Language Level 2 or GCSE grades 9-4 or A*-C or equivalent qualification will be acceptable.

4. My secondary school has been knocked down; how do I get the information about my educational qualifications as I can’t remember which board it was?

Get in touch with local education authority and make some enquiries – see response to Q1

5. What is the deadline for applications to be submitted?

Your application must be completed and submitted by 23.54pm on Wednesday 6 September. 

6. My friend works for you and doesn’t do 9-hour shifts?

They probably completed the first year of training and then put in a flexible working request or potentially applied for a part time role which we offered a few years ago. 

We don’t offer part time roles at present, all applicants must be available for the initial 8 weeks’ classroom training full time and then work the full shift span in the Contact Centre on a full time basis for the first year to complete your training.

7. This is my dream job, but I have a child, are there opportunities for flexible working after the probationary period?

All applicants must be available to undertake the initial 8 weeks training full time.  We can then discuss flexible working patterns, but this will need to be across the full range of 24/7 shift patterns to meet our operational demand and is not guaranteed.

8. What are the shift patterns please?  

Here is an example shift pattern.  They are based on 9 hour and 10 hour shifts and we expect our operators to work all shifts on rotation. It is worth noting that there are rest days between shifts.  

Mon	Tues	Wed	Thu	Fri	Sat	Sun
0700-1700	0700-1700	Rest Day	Rest Day	2100-0700	2100-0700	2100-0700
Rest Day	Rest Day	Rest Day	1300-2300	1300-2300	1300-2300	1100-2100
Rest Day	Rest Day	0700-1700	0700-1700	0700-1700	Rest Day	Rest Day
1400-0000	1400-0000	1400-0000	1400-0000	Rest Day	Rest Day	Rest Day
0900-1900	0900-1900	0900-1900	Rest Day	Rest Day	0700-1600	0700-1600
0700-1700	0700-1700	Rest Day	Rest Day	1500-0100	1600-0200	1600-0200
Rest Day	Rest Day	Rest Day	0900-1900	0900-1900	0900-1900	1000-2000
Rest Day	Rest Day	0700-1700	0700-1700	0700-1700	Rest Day	Rest Day
2200-0700	2200-0700	2200-0700	2200-0700	Rest Day	Rest Day	Rest Day
1300-2300	1300-2300	1300-2300	Rest Day	Rest Day	0700-1600	0700-1600

9. A job share has been mentioned, how would that work?

All applicants must be available to undertake the initial 8 weeks training full time and then work the full shift span in the Contact Centre for the first year to complete your training. 

We can then discuss flexible working patterns, but this will need to be across the full range of 24/7 shift patterns to meet our operational demand and is not guaranteed as it may be a challenge finding other job sharers to match you with. 

So in summary if you are successful in your application, we would consider job share applications post training but please bear in mind the constraints above. 

10. Can you swap shifts with someone else?

We have a formal process through our Resource Management Unit and all shift changes/leave applications have to go through them and in agreement with your supervisor, informal arrangements are not permitted. 

11. How long is the training, where will it take place and what hours initially please? 

The initial training is eight weeks full time, 8am to 4pm, starting in June 2023.  It will be a combination of online training and in person sessions in Melksham and Devizes.

12. Is there an upper age limit to apply?

There is no upper age limit. All applicants can apply from the age of 17, but must be 18 when they start training.