Force Communication Centre Contact Handler role

British Transport Police (BTP) are recruiting Contact Handlers for permanent, full-time contracts (37 hours a week). This role offers £31,333.35 per annum plus 20% shift allowance and £1,500 Market Supplement. These roles are based at our First Contact Centre in Birmingham, Baskerville House.

BTP is the national police force for the rail network throughout Great Britain, including London Underground, and is responsible for ensuring the safety and security of nearly 3 billion passenger journeys and over 100 million tons of freight every year. The nature of our work is fast-paced, operationally and commercially demanding, and constantly evolving. As a Contact Handler with BTP, you will pay a vital role in effectively resolving non-emergency calls for service received through various contact channels. This includes identifying the risk of harm to vulnerable and facilitating the appropriate police response when necessary.

As a Contact Handler your responsibility will include:

Serving as the initial point of contact for communication from both members of the public and rail staff through various channels such as telephone, email, text, and social media.

Accurately capturing and recording relevant information on force systems

Provide excellent service delivery to all victims of crime, identifying those that are particularly vulnerable.

Record all reported crimes and contributing value to any initial investigation.

The working hours for this role encompass a 24/7 shift schedule, including early mornings, late evenings, and night shifts. Despite these demanding hours, a career as contact handler for BTP is exceptionally stimulating, exciting, and rewarding.

Further information about this vacancy can be found in the attached job description.

The successful Contact Handler will be required to demonstrate the following:

Effective communication: written, oral and listening skills.

Excellent customer service skills and the ability to make decisions based on threat, risk and harm.

Manage fast paced situations in a calm and assertive manner.

Utilising different communication methods (e.g. telephone, email, social media)

Proficiency in I.T packages, the ability to use multiple integrated systems and possess excellent keyboard skills. You must be able to capture information in a timely and accurate manner during initial contact from our stakeholders.

If you are interested in applying for the Contact Handler role, please act promptly as interviews will be scheduled as soon as appropriate candidates are identified.

In return for your experience, we can offer you:

Basic salary £31,333.35 per annum plus 20% shift allowance and plus £1,500 Market Supplement (non contractual and non pensionable).

Yearly base salary increments

28 days annual leave plus bank holidays

Family friendly policies including up to 26 weeks paid maternity and adoption leave.

Bespoke benefits platform and access to Blue Light Card

Development opportunities including fully funded apprenticeships.

Employee assistance programme and dedicated wellbeing hub

Pension Scheme

The recruitment process for this role involves the successfully completing a telephone interview. If successful you will be invited to an assessment centre to complete two short on-site tests. Upon successful completion, you will proceed to an interview.

BTP is an employer who cares about the impact we have on the environment and the wider challenges of climate change, and as such we are committed to reducing our carbon footprint and achieving Net Zero Carbon (NZC) through offsetting by 2035.

At BTP we are proud guardians of the railway, and it is crucial that we represent the diverse communities we serve and protect. As ‘One BTP’ across the UK, we know that diversity, inclusion and belonging help us improve our decision making, foster creativity and drive innovation so all our people can thrive.

Our vacancies are open to everyone, and all appointments are made based on merit. So that we can become more diverse we encourage applications from candidates from Black, Asian, and minority ethnic backgrounds, women, people who have a disability, those who are neurodiverse and persons who identify as LGBTQI+. We use positive action to encourage potential candidates from underrepresented groups through targeted workshops or advice sessions. If you have the skills, experience, and values that here in BTP we pride ourselves on then we would welcome you to apply.

For more information on Positive Action please click here or email the team on PART-Recruitment@btp.police.uk

If you have any questions about the application process, please email our friendly and helpful team where we will be happy to help you: RecruitmentTeam@btp.police.uk. If your question related to equality or diversity then you can also contact our Equality, Diversity and Inclusion team directly at: PART-Recruitment@btp.police.uk To reassure you, anything you ask us will be in the strictest confidence and will not form part of your application.

In order to apply, you must have the permanent right to live and work in the UK and have been resident in the UK for the previous 3 years. You will be asked these and other questions to determine your eligibility to work for British Transport Police when you start your application and you must answer honestly.

BTP GPP Police Staff Pension Scheme is administered by Royal London and this is a group personal pension plan which is available to all police staff. It’s a defined contribution scheme, offering employees the flexibility to vary their pension contributions from 4.4% to 12% of their salary. For more information, visit the Royal London dedicated pension page or email us at Pension-Queries@btp.police.uk .Please note if you are an existing member of Police Staff in the RPS your pension will not be affected.