Contact Handler - First Contact Centre Birmingham

FHQ
First Contact Centre Birmingham (FCCB)
A005
Full Time
Permanent
£35,046.73 (inclusive of 20% shift allowance and £1,500 Market Supplement)
None
N/A
20%
N/A

British Transport Police are recruiting Contact Handlers on permanent, full-time contracts (37 hours a week). This role pays Â£35,046.73 (inclusive of 20% shift allowance and £1,500 Market Supplement). Base Salary for this role is £27,955.61. These roles are based at our First Contact Centre in 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 a Contact Handler with BTP, 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.

 

As a Contact Handler, you will be required to:

  • Be 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 working hours can be 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 a Contact Handler for BTP.

 

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

 

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

  • 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, email, social media)
  • IT-literate with the ability to use multiple integrated systems and with excellent keyboard skills. You must have the ability to capture information timely and accurately during the contact

 

If you are interested in applying to this Contact Handler role, then please do not delay as interviews will be held as soon as appropriate candidates are highlighted. 

 

In return for your experience, we can offer you:

  • A salary of pays Â£35,046.73 (inclusive of 20% shift allowance and £1,500 Market Supplement).
  • 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 successful completion a telephone interview. If successful you will be invited to an assessment centre where you will complete two short on-site tests, which upon successful completion will lead to an interview. 

 

Please note that training is scheduled for Summer 2023. Training will be Monday to Friday, 9am – 5pm.  

 

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 5 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 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 October 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.