FCC Operations Manager

A vacancy has arisen for 2 x full-time FCC Operations Managers.

The successful candidates will be located at either Crownhill in Plymouth or Police Headquarters in Exeter. This will be decided on appointment. However, they will be responsible for a ‘virtual contact centre team’ so travel across sites will be necessary. Use of a pool car / car share will be required and travel will be in duty time. 

The full role profile is attached. The principal responsibility of the FCC Operations Manager is to hold day to day responsibility and command of resources across the Force Contact Centres in order to support the delivery of high quality, customer-focused service to the public, CRC, and members of the Force.

This role requires good levels of visibility so the majority of working time will be spent in the workplace.

The selection process for this role will include a written application, to provide evidence of the below essential criteria.

1. Understanding of working in a contact services environment, including the provision of customer service and support
2. Strong leadership and people management skills with proven ability to manage multiple teams and individuals
3. Proven ability to lead and manage people through change
4. Proven ability of motivating and developing staff using coaching and mentoring skills
5. Ability to make well thought out and evidenced based decisions
6. An ability to understand the strategic direction and develop plans that drive and support this direction

The interview process will be held against the Competency Value Framework 2 (CVF 2) and will include a presentation based upon a written scenario which will be provided when invited to interview.

Shortlisting will take place Tuesday 23rd December 2025 - Interviews will take place week commencing Monday 12th January 2026