Description
British Transport Police (BTP) is the national police force for the rail network throughout Great Britain. We are the ‘Guardians of the Railway,’ putting passenger safety at the heart of what we do. Our values are simply: We Care, We Do the Right Thing, We Strive to Be Better Every Day, We Are One BTP, and We Are Proud to Protect. Join us and help create an environment where we can all be our best every day.
As a FCR Service Delivery Manager with BTP, you will act as a key liaison point, coordinating information and supporting timely, effective responses to incidents across the rail network. Using the National Decision Model (NDM), you’ll assess threat, risk and harm to grade calls and deploy resources appropriately.
Responsibilities:
- Improving FCR processes and ensuring best practice.
- Overseeing emergency contact handling and managing demand during incidents.
- Managing FCR communications systems and coordinating tactical communications.
- Identifying risks and supporting business continuity plans when required.
- Monitoring performance, analysing data and producing clear reports.
- Maintaining key policies and ensuring compliance across FCR activity.
- Supporting continuous improvement with the Change & Development team.
- Representing the FCR in meetings and building strong stakeholder relationships.
- Leading, motivating and managing the team to deliver high-quality performance.
Requirements:
- Degree-level education or substantial proven management experience.
- Strong people-management background with experience handling a range of HR issues.
- Leadership experience in a customer-facing environment across multiple contact channels.
- Confident influencer and negotiator at all levels, internally and externally.
- Skilled in analysing and interpreting data and reports.
- Strong IT and numeracy skills with excellent attention to detail.
- Proficient in databases and computer systems.
Benefits:
- 28 days annual leave plus bank holidays, increasing to 30 days after 5 years.
- Family-friendly policies, including up to 26 weeks paid maternity and adoption leave.
- Bespoke benefits platform and Blue Light Card access.
- Salary sacrifice options for cycles, home technology, gym membership, and electric vehicles.
- Interest-free annual rail season ticket loan after 6 months.
- Access to the Transport Benevolent Fund for health, welfare, and financial support.
- Development opportunities, including fully funded apprenticeships.
- Excellent Pension scheme: We offer the BTP GPP Police Staff Pension Scheme, administered by Royal London.