Communications Officers and Contact Handlers - Force Control Room Birmingham

 
Force Control Room Birmingham (FCRB)
A005
Full Time
Permanent
Up to £29,757 (Depending on Experience)
None
N/A
20%
N/A

We are recruiting to our Birmingham Control Room and Contact Centre

British Transport Police are recruiting a number of people to work as Communications Officers and Contact Handlers in our Birmingham based location.

We are the national police Force for Britain’s rail network. Every day we ensure the safety and security of over six million passengers and railway staff throughout England, Scotland and Wales. Our Contact Management function is critical to the effective delivery of policing across the country, answering calls from the public and deploying our Police Officers in response.


What are Communications Officers and what are Contact Handlers?

As a Communications Officer with BTP you will be the first point of contact for BTP Emergency calls, working with Rail and Train Operating Companies to facilitate a partnership policing response to police incidents on the railways. You will ensure crimes reported are accurately recorded and support reducing crime, detecting offenders, minimising disruption on the railways , and that public and officer safety is maintained at all times.

As a Contact Handler, you will be instrumental in successfully resolving non-emergency calls for service delivered via various contact channels; identifying the risk of harm to those most vulnerable and enabling the appropriate police response when needed. You will ensure crimes reported are accurately recorded which the overall reduction in crime, the detection of offenders and increases confidence for those that use and work on the railways.


Where will you work?

You will work in our national 24/7 Contact Centre based in Central Birmingham and be expected to deliver a high quality customer service in support of BTP's objectives and priorities in accordance with Force policy, legislative and national directives.


What will you do?

As a Communications Officer, you will be required to make fast time decisions to provide the most appropriate police response: responsibilities will include

  • Provide call handling and radio dispatch for the British Transport Police and manage the police response to incidents
  • Record information accurately while assessing the information to decide on the appropriate level of response
  • Demonstrate the ability to work as part of a team while meeting tight deadlines.

As a Call Handler, you will be working in a safety critical role and you will be required to:

  • Being the first point of contact for contact handing from both members of the public and rail staff via multiple contact channels which include - telephone, email, text and twitter.
  • Capturing and recording relevant information accurately on Force systems.
  • Provide excellent service delivery to those victims vulnerable to the risk of harm
  • Record all reported crimes and seek to add value to any initial investigation.

The hours can be highly unsocial as you will be working a 24/7/365 shift pattern that will include early starts, late finish times, and night shifts. However, there are few careers that are as interesting, exciting and fulfilling as working as either a Communications Officer or Contact Handler for BTP.

With your help, we can continue to police the rail network, investigate crime and safeguard the most vulnerable. In return for your experience we can offer you:


  • Up to £29,757 (Inclusive of 20% Shift Allowance and dependent on experience)
  • 28 days annual leave plus bank holidays
  • Final salary pension
  • Various salary sacrifice schemes (cycle to work) and retail discounts

You will need to demonstrate the following skills and experience:

  • Demonstrate effective communication; written, oral and listening skills
  • Excellent customer service skills and the ability to make decision based on the basis of threat, risk and harm.
  • Manage situations in a calm and assertive manner.
  • Utilise different communication methods (e.g. telephone, radio, email)
  • IT-literate with the ability to use multiple integrated systems and with excellent keyboard skills. You must have the ability to capture information timely during the contact.

For more information please attend our Open Evening on the 19th June in Birmingham - Open Evening https://btp.tal.net/vx/lang-en-GB/appcentre-External/brand-4/user-333/xf-7e69556cf1e3/wid-1/candidate/jobboard/vacancy/3/adv/


‘We are BTP’ – come and join us. Make a difference.


We want our organisation to be as diverse as the community it serves and welcome applications from everyone. You must have both the permanent right to live and work in the UK and have been permanently resident in the UK for at least the previous three years. Any cautions or convictions including those deemed ‘spent’ must be declared at the point of application but will not necessarily exclude you from employment.



Whilst we will provide the opportunity to discuss this with you in detail during the recruitment process, applicants should be aware that British Transport Police is currently conducting a review of our control room function which includes these roles. The outcome is not yet know and we are committed to have a fully resourced function whilst the review is undertaken.



 


 

This opportunity is closed to applications.