FCC Manager

FHQ
First Contact Centre Birmingham (FCCB)
B003
Full Time
Permanent
Up to £44,325.28
None
N/A
N/A
N/A

FCC Manager is required for a permanent contract role paying up to £44,325.28 per annum with the British Transport Police (BTP) based in Baskerville House, Birmingham


BTP is the national police Force for the rail network throughout Great Britain, including London Underground, across which we ensure the safety and security of nearly 3 billion passenger journeys and over 100 million tons of freight every year. The world in which we work is fast-paced, operationally and commercially demanding, and constantly changing. As FCC Manager with BTP you will provide visible and effective leadership for the First Contact Centre and support supervisors and frontline staff in their delivery of providing an excellent service to the public.  To provide a key liaison, co-ordination and communication role for the public, police and rail partners to achieve a prompt and efficient first contact resolution of enquiries.


To ensure the timely recording of incidents and crimes reported to the British Transport Police, demonstrating the application of national quality standards and include the National Crime Recording Standards (NCRS), Standards for Incident Recording (NSIR) and Scottish Crime Recording Standards (SCRS).  These posts are unique across the police service as no other force has a national responsibility for crime reporting across England, Scotland and Wales.

 

As FCC Manager you will be required to:

  • Develop and make recommendations on the development of local processes and ensure police best practice is identified and followed in regard to First Contact Centre activity.
  • Oversee the handling of BTP non-emergency contact, reacting to emerging changes in demand and other unplanned events, to ensure the department continues to provide a consistent and effective service to the public.
  • Provide support to operational risks and provide mitigating actions that reduce the impact on FCC operations; invoke disaster recovery/business continuity plans as required and in consultation with the Senior Duty Officer.

 

Further information about this vacancy can be found in the attached job description. The successful FCC Manager will be required to evidence the following:

  • Educated to Degree Level or substantial evidence of management experience.
  • Proven people management experience and organisational, negotiation, reasoning and decision-making skills, including evidence of dealing with a range of HR policies and issues.
  • Experience leading in a customer facing environment and delivering across diverse contact channels.
  • Able to influence and negotiate with all people at all levels, both internally and externally, in a positive and professional manner.
  • Able to analyse, interpret and comment on internal and external reports and data.

If you are interested in applying to this FCC Manager role then please do not delay as interviews will be held W/C 03rd April 2023.

 

How to apply

Please submit a Covering Letter in ONE document. Covering letter should cover why you are applying for the role and any relevant skills and experience you will bring to the role.

 

In return for your experience, we can offer you:

  • Up to £44,325.28 per annum
  • Yearly base salary increments
  • Working from home allowance available to purchase suitable equipment for blended & home working
  • 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

 

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+. 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 lets-talk@btp.police.uk


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 / 5 YEARS (dependant on the level of vetting required of the role). 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 has undertaken a review of Police Staff pensions and as a result of this the Police Staff pension will be changing. The current police staff pension is a Defined Benefit scheme which is administered by the Railways Pension scheme. The new pension scheme which is launching is a Defined Contribution scheme which is administered by Royal London. The new pension scheme is awaiting formal approval and an introductory date is not finalised. The earliest this will be is Octomber 2023. If you have any queries, please contact the recruitment team – recruitmentteam@btp.police.uk

 

Internal candidates must have completed their probation for their current substantive posting and can only apply in tenure if Head of Department approval is emailed to Recruitmentteam@btp.police.uk prior to the vacancy closing. Internal candidates must confirm that they are not subject to formal action plans for sickness/complaints/discipline or poor performance and that all mandatory training courses have been attended and are in ticket/up to date. A minimum indicator of 3 / developing' or' 'Indicator 5 / no rating must have been achieved on the last reporting year PDR.

This opportunity is closed to applications.