Vacancy Information

Division / Department - Contact and Control
Grade - Grade H
Status - Full Time
Contract Type - Permanent
Salary Grade Range - £38,064 - £45,058
Working Hours - 36.0 Hours per Week
Shift Allowance - Yes
Politically Restricted - No
Location - Surrey Police Headquarters, Guildford

The starting salary for this role will usually be at the bottom of the salary range and will be pro-rata if the working hours are less than full time. 

Chief Constables' Message

We really welcome your interest in joining our Police Force. It is a privilege to lead the teams in Surrey Police and Sussex Police who continuously work selflessly and tirelessly in order to keep people in our counties safe.

We are looking for talented and inspirational people who put the needs of the public at the heart of everything that they do and who want to make a difference. If you feel you are that person then we want to hear from you.

We wish you all the very best with your application.

Chief Constable Tim De Meyer & Chief Constable Jo Shiner

The Role & Key Responsibilities

From your first day with us you will be part of a policing family making a real difference.

It is our mission to identify and protect vulnerable people, prevent and respond to harm and keep people safe.

We’re looking for a capable, accomplished and people-focused leader to join our 24/7 Force Command Centre as a Duty Manager. This is a role where every decision directly shapes how we respond to the public. Every contact into Surrey Police is critical business, from life-threatening emergencies to safeguarding concerns and lower-risk reports that still deserve the right response. Because every statistic is a real person, and every contact counts.

You’ll lead a team of contact agents in a fast-paced, high-pressure environment, staying calm under pressure, driving efficient and effective service, and keeping people at the heart of every interaction.

If you have experience of managing a high-performance team and thrive on the challenge of delivering KPI’s, believe in getting it right the first time, and can turn data into people-focused delivery, we want to hear from you.

What You’ll Be Doing

This is a leadership role where what you do truly matters – not just to the team you support, but to the communities we serve.

As a Duty Manager in our 24/7 Command Centre, you’ll work on a live operational floor where decisions are made minute by minute. You’ll lead from the front, balancing people, performance, and pressure in a fast-paced environment.

Working closely with call handlers, contact supervisors, dispatchers, and senior leaders, you’ll guide your team through changing demand and help deliver the right response, first time.

You’ll work a 4-on, 4-off shift pattern, covering early and night shifts, including weekends and bank holidays. Every shift is different, and every decision counts.

You’ll be a driving force behind decisions that directly impact public trust, officer safety, and the quality of service we provide. Data-led and people-focused, you’ll create the conditions for your team to succeed, and feel supported, valued, and ready to respond, in order to deliver the best possible service to the public.

Skills & Experience

The post holder will be educated to A Level or equivalent standard with high standards of English (GCSE or equivalent) and a good working knowledge of basic statistics.

The post holder will have operational experience at a high level of competence and well evidenced experience within a similar role, within a public or private sector call centre/ control room environment at supervisory or managerial level. They will have used digital workforce management products such as Calabrio.

The post holder must be able to identify, assess, and manage operational risk to performance delivery, which could result in service failure.

The post holder will have a proven track record of successful leadership and management of staff development as well as excellent communication, presentation and interpersonal skills which are essential for successful execution of this role.

It is essential that the post holder is proficient in IT systems such as outlook, excel, Calabrio and the command and control system with the ability to use these systems to gather performance data and understand the context and impact of these findings (after sufficient training).

The post holder must have a proven ability in problem solving, demonstrate personal responsibility and remain professional at all times adhering to the Code of Ethics.

The post holder must have proven experience of leading and driving performance within a call centre/control room environment and must also be able to show experience in the use of performance and attendance management processes. 

Why Work With Us?

Policing is an exciting 24/7 business and we all have commitments outside work. We’re committed to supporting people to balance life and work, and we welcome conversations about flexibility wherever possible.

That said, this is a frontline operational role in our 24/7 Command Centre, aligned to a fixed rota of 12-hour shifts, including weekends and bank holidays. Due to the nature of the role, shift cover is essential.

However, we are open to exploring options such as job shares or part-time patterns that still meet operational requirements, enabling you to deliver your best work while serving the public effectively.

We take pride in looking after our people and offer a variety of benefits;

• career progression
• contributory pension scheme (LGPS)
• generous annual leave allowance
• discounts for everyday spend
• on-site gyms and a range of sports clubs
• generous and supportive parental leave
• financial and mental wellbeing guidance and support
• discounted contributory healthcare scheme

Please use the following links for more information on the benefits of working with Surrey Police or Sussex Police

Further Information

Please contact Sergeant Emma Newton for any further information about the vacancies at Emma.Newton@surrey.police.uk

Diversity Statement

We are only as good as our people.  It's important that our officers and staff can be themselves in the workplace and we know that as an organisation we'll grow from the variety of thinking, approach, and the skills that diversity brings; all of which help us to deliver a better policing service. We strive to ensure how we deliver our services, provide information and how we recruit is open and accessible to all.

We have multiple staff support groups who help to improve our understanding of minority issues and ensure they are reflected in our work. We are proud members of Disability Confident, hold Race Equality Matters Trailblazer status, are a signatory of the Race at Work Charter and are aligned with the Armed Forces Covenant and the HeForShe movement.

We are committed to being an anti-racist police service. We promise to challenge injustice, ensure fairness and to uphold anti-racist principles in both our organisation and our communities. For more information, you can read our full anti-racism statement here.

We value the differences that people bring from all backgrounds and communities. Regardless of age, sex, ethnicity, sexual orientation, gender identity or gender expression, disability, social status, or religious belief, we would love to hear from you.

Please use the following links to find out more on Equality, Diversity and Inclusion at Surrey Police and Sussex Police

Additional Information

Following submission of your application you will receive a confirmation email with a copy of your application attached. Occasionally emails from this address can fall into spam/junk folders so please ensure this is checked regularly.  You may wish to consider adding noreply@surreysussexpolice.as.recruitmail.com to your address/contact list to ensure you receive all communications.

This post is being advertised in parallel with Force redeployment processes.  Any redeployees who are identified will be given preference.  This may result in the post being withdrawn at any point during the recruitment process.

Please note that not all jobs are available for internal candidates across both Forces, the current agreed recruitment principles are;

• vacancies in collaborated units are available to all officers and staff across both Forces
• vacancies in non-collaborated units are only available to officers and staff within the Force with the vacancy unless it is advertised externally
• if the vacancy is advertised externally and an officer or member of staff from the other Force is successful it will result in a transfer of employment

Surrey Police and Sussex Police Special Constables, Volunteers and Agency Staff (excluding self employed workers) covered under the Agency Worker Regulations (AWR) are eligible to apply for internal advertised posts.

Attachments

• JDQ - SY FCC Duty Manager May 2025.pdf