Job Introduction
Salary: Starting salary of £40,679.22 per annum which consists of a base salary of £32,649.35 plus 20% Shift Allowance, £1,500 Market Supplement
Contract Type: Permanent
Location: Birmingham
Type of Working Arrangement: Office based
Hours: This is full-time role (37 hours per week)
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.
The Opportunity:
British Transport Police have an opportunity for a Contact Handler to join the Contact Management Team. As a Contact Handler with BTP, you will provide emergency and non-emergency contact handling and crime recording for British Transport Police, and to act as first line of contact for operational staff, members of the public, Network Rail and TOC’s through all methods of contact. To identify the appropriate grade of response (taking into account threat, harm and risk) and to pass the incident in a timely manner to the force control room for the relevant police actions via the Command and Control system.
What you'll be doing:
- Serving as the initial point of contact for communication from both members of the public and rail staff through various channels such as telephone, email, text, and social media.
- Accurately capturing and recording relevant information on force systems
- Provide excellent service delivery to all victims of crime, identifying those that are particularly vulnerable
- Record all reported crimes and contributing value to any initial investigation.
What you'll bring to the team:
- Effective communication: written, oral and listening skills.
- Excellent customer service skills and the ability to make decisions based on threat, risk and harm.
- Manage fast paced situations in a calm and assertive manner.
- Utilising different communication methods (e.g. telephone, email, social media)
- Proficiency in I.T packages, the ability to use multiple integrated systems and possess excellent keyboard skills. You must be able to capture information in a timely and accurate manner during initial contact from our stakeholders
What we offer:
- 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. This group personal pension plan is available to all police staff and is a defined contribution scheme. It provides the flexibility to vary your pension contributions from 4.4% to 12% of your salary. For more information, visit the Royal London dedicated pension page or email us at Pension-Queries@btp.police.uk. Note: If you are an existing member of Police Staff in the RPS, your pension will not be affected.
Vetting: Successful applicants will be required to pass Recruitment (3 years minimum UK residency required), including a full background and financial disclosure. For more information and Top Tips, please see attached document.
Medical: We’ll ask for relevant health and medical history details to support employee wellbeing.
References: We'll ask for references to cover the past 5 years.
Additional Information:
The working hours for this role encompass a 24/7 shift schedule, including early mornings, late evenings, and night shifts. Despite these demanding hours, a career as contact handler for BTP is exceptionally stimulating, exciting, and rewarding.
Further information about this vacancy can be found in the attached job description.
How to apply:
Applications will be via an up to date CV and online application form, as part of this application please outline how your skills and experience demonstrate your suitability for the role.
Completed applications must be submitted by 11.59pm, 05/01/2026
Inclusion & Diversity:
At BTP, we are committed to fostering an inclusive workplace where everyone feels valued. We believe diversity drives innovation and better decision-making. Our roles are open to everyone, and we encourage applications from underrepresented groups, including Black, Asian, and minority ethnic candidates, women, LGBTQI+ individuals, people with disabilities, and those who are neurodiverse. As part of our commitment we operate a ‘Disability Confident Scheme’ - all candidates who declare a disability and meet the essential criteria for the role will be offered an interview.
For more information on Inclusion or the Disability Confident Scheme, please click the links Inclusion & Diversity Disability Confident Scheme
Join Us:
Grow your career with us. We can’t wait to hear from you! See why BTP is right for you and click here for more information. For further information, please contact our Resourcing Team at RecruitmentTeam@btp.police.uk.
