Control Room Officer

HM Revenue & Customs

Gillingham

On-site

GBP 27,986 - 34,205

Full time

14 days+

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Benefits offered by this job

Civil Service Pension contributions

Flexible and hybrid working options

Generous leave allowance

Job summary

A Government Agency in Gillingham is hiring a Control Room Officer. The role involves supporting investigators in a shift-based environment, monitoring technical systems, and requires strong communication skills. Applicants should have experience in the criminal justice arena and be prepared for on-call duties. The position offers a full-time salary of £31,096 plus flexible working options and substantial pension contributions.

Qualifications

Experience of working in the criminal justice arena, particularly criminal investigations.
Ability to operate various communication systems.
Capacity to handle on-call responsibilities with rapid response.

Responsibilities

Support HMRC Investigators and Intelligence Officers in the Control Room.
Monitor and operate the Control Room software.
Handle calls and requests from operational staff.

Skills

Good IT skills

Strong communication skills

Experience in criminal justice

Tools

Microsoft Office 365

Control Room software

Job description

Base pay range

Direct message the job poster from HM Revenue & Customs

Talent Acquisition Partner @ HM Revenue & Customs

Apply before 11:55 pm on Monday 27th October 2025

Plus a Flexibility Payment', please see attached document.

A Civil Service Pension with an employer contribution of 28.97%

Location

Gillingham, Kent

About the job

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HMRC’s Fraud Investigation Service (FIS) is responsible for the department’s civil and criminal investigations.

Covert Operations, Digital Exploitation (CODE) sits within FIS. Working across Law Enforcement and government, CODE provides investigative tools and covert techniques to front-line investigations and works with key partners to develop and provide access to new technology and systems to enable investigators to respond to serious and complex tax evasion and crime.

For this role, you will be part of a team working in a Control Room environment providing critical tactical support to HMRC Investigators and Intelligence Officers who are deployed in the operational field. This will involve the use of a variety of computer programmes and communications systems, some of which are detailed below. Full training will be provided.

Due to the sensitive nature of some of the systems used, there is very limited scope to work from home and the team works on a shift basis to ensure the Control Room is staffed during its operational hours Monday to Friday 07:00-20:00.

There are also occasions when staff will be expected to work flexibly to provide support outside the standard operating hours and the role requires an on-call commitment of one week in four.

Staff will be paid an extra allowance to compensate for the flexibility and on-call aspects of the job.

The jobholder will ideally be a good communicator as the role will necessitate daily interaction with investigators and intelligence officers to receive and provide updates in relation to their investigations. There may also be a need to represent the Control Room in meetings with internal and external stakeholders including other Government departments, police forces and/or law enforcement agencies.

As a Control Room officer, you will be in daily contact via telephone, email and/or secure radio systems with investigation and/or intelligence officers. The support you provide will be to some of the most impactful criminal cases under investigation by HMRC in furtherance of the enforcement of its compliance responsibilities.

You will receive a grounding in the law, intelligence/evidence gathering and on-the-job training to ensure that you are equipped to work with your Control Room colleagues as part of a team delivering timely updates to FIS and RIS (Risk and Intelligence Service) colleagues.

Person specification

As a Control Room Officer you will report to a Control Room Manager and your duties will include:

Monitoring and maintaining the telephone, Airwave radio system and mailbox feeds, triaging calls / requests as required.
Monitoring and operating Control Room software, providing H&S overview of operational activity and tactical support as required.
Live monitoring on ANPR systems and passing activations to operational staff.
Running checks on various systems on a dynamic and reactive basis.
Managing Airwave radio requests and providing Airwave support to operational staff.
Broader Airwave and ANPR related duties which may include assisting with policy related matters.
Attending meetings, engaging in team projects and maintaining statistics as necessary.
Being part of a 1 in 4 on-call roster to cover night, weekend and public holidays.
Support functions to the wider Unit which may include a range of administrative, clerical or logistical tasks.
Other duties at the direction of the Control Room Manager or Senior Investigation Officer.
The role will necessitate travelling and occasional overnight stays.

This is a shift-work post and due to the business critical need to fill the vacancy with a shift-worker, alternative working patterns are not available.

Shifts are generally rostered at 8 hours between the hours of 07:00 and 20:00 Monday to Friday, but with a regular requirement to work outside of these hours depending on demand or operational requirement. Weekend, night and public holiday attendance is covered by a 1 in 4 on-call roster. The requirement to work during these times can be unpredictable so flexibility is essential. Please see attached Flexibility Payment document.

Experience of working in the criminal justice arena, particularly any experience of criminal investigations, intelligence or policing.
Good IT skills, including the ability to operate Microsoft Office 365.
The on-call requirements of the role necessitate the jobholder to attend the office within 60 minutes of being contacted.
In addition, you will need to attend a variety of training courses, some of which may require you to be away from home for up to a week at a time.

Training Requirements

You will be expected to undertake the following training which will form part of a 6 month Training and Assessment Period (TAP)

Range of mandatory online training packages

Full Time only

Due to operational needs, these posts are full-time; however, applicants who need to work a more flexible arrangement are welcome to apply. We can’t guarantee that we can meet all requests to work flexibly as any agreement will be subject to business ability to accommodate. Any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.

Flexibility Payment

This post attracts Flexibility Payments at Level 1a combined with Level 1b, which are paid monthly with salary.

Level 1a allows HMRC flexibility to change your work pattern, at short notice, to meet business needs, Additionally, you will be expected to work longer hours from time to time, at weekends and outside your normal working hours/days (including bank holidays).

Level 1b requires you to undertake periods of On Call. You will be expected to work on call 1 week in 4.

In applying for a position and accepting the FP you agree that you can and will meet those attendance requirements.

Note: Payment of FP is dependent on successful completion of role specific training and you will move to Level 1a+1b FP eligibility in stages (see the attached document for details).

FP levels are reviewed annually – on a business need and personal basis – and may be subject to change.

If you currently receive the Flexibility Payment, which may include Transition Protection and/or a Maintained Pension Value, moving to a new role may affect your payments.

Details of the Flexibility Payment can be found in the attached document.

Behaviours

We’ll assess you against these behaviours during the selection process:

Working Together
Communicating and Influencing
Managing a Quality Service

Alongside your salary of £31,096, HM Revenue and Customs contributes £9,008 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.

Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
Family friendly policies.
Personal support.
Coaching and development.

Seniority level