Contact Handler - First Contact Centre Birmingham

First Contact Centre Birmingham (FCCB)
Full Time
£35,046.73 (inclusive of 20% shift allowance and £1,500 Market Supplement)

British Transport Police are recruiting Contact Handlers on permanent, full-time contracts (37 hours a week). This role pays £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 £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, followed by two short on-site tests, which upon successful completion will lead to an interview and final assessment exercise on a future date. Telephone interviews will take place week commencing 03rd October with face to face interviews being held week commencing 17th October 2022.


Please note that training is scheduled to start on 9th January 2023. Training will be Monday to Friday, 9am – 5pm.  


We want our organisation to be as diverse as the community it serves and welcome applicants from all sections of the community. 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. 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.


Candidates internal to BTP must confirm that they are not subject to formal action plans for sickness/complaints/discipline or poor performance, that all mandatory training courses have been attended and are in ticket/up to date, that a ‘developing’ rating, or above, was achieved on the last reporting year PDR and they have completed their tenure period (6 months) for current substantive posting.


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 November 2022. If you have any queries, please contact the recruitment team –

This opportunity is closed to applications.