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We are recruiting for Supervisors to join our First Contact Centre (FCC) on a Permanent Contract paying up to £35,136.91 per annum with British Transport Police (BTP) based in Baskerville House, Birmingham or Cowcaddens Road, Glasgow (with expected travel to Birmingham once a week).

The initial 4 weeks of training 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 an FCC Supervisor with BTP, you will manage a shift of between approximately 20-30 staff with line management of a team of 10-12 Contact handlers and ensuring a prompt response to emergency/non-emergency contacts from different media channels. This role is key to upholding a professional and comprehensive administrative service of incident and crime recording, the health and wellbeing of the staff.

As FCC Supervisor, you will be required to:

• Ensure that all non-emergency and emergency contacts received by the FCC are allocated with a correct grade of response and passed to the correct Force Control Rooms for dispatch in line with departmental KPI’s.
• Ensure all crimes are prioritised, actioned, allocated or screened out in line with NCRS and the Crime Screening Policy.
• Manage resources and systems to ensure the provision of excellent customer service and a high quality of service is delivered to all contacts received into the FCC.
• Determine offence classifications from within the supervisor work queues and ensure that appropriate records are created for specific systems as required, advise staff and officers on offence classifications for the purposes of recording crime.
• Ensure compliance through regular audit, call monitoring and dip sampling of incidents to check compliance with the (S/HOCR); (NSIR), (NCRS) and the Victims Code of Practice (VCOP).
• Manage the health and well-being of your team and the staff in the FCC while on duty.

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

The successful FCC Supervisor will be required to evidence the following:

• Excellent communication and interpersonal skills.
• Competent at working either independently or within a team to create innovative solutions and develop new techniques.
• Previous experience in a supervisory/management role in a call centre or control room environment.

If you are interested in applying to this FCC Supervisor 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:

• Salary up to £35,136.91 per annum
• Yearly base salary increments
• 28 days annual leave plus bank holidays
• Working from home allowance available to purchase suitable equipment for blended & home working
• 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

Full time working week will be a 37 hour week, shifts will be between 07:00am and 19:00pm hours.

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 [email protected]

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 June 2023. If you have any queries, please contact the recruitment team – [email protected]

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 [email protected] 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.