FCR Service Delivery Manager

British Transport Police; Greater London; Hybrid; GBP 57,000 - 70,000; Full time

Benefits offered by this job

London allowance

Hybrid work

Pension scheme

Rail season ticket loan

Blue Light Card

Job summary

British Transport Police is seeking a Force Control Service Delivery Manager (FCR) to lead the Control Rooms and Visual Services Department. You will coordinate information, assess threat and deploy resources using the National Decision Model, ensuring timely responses across the rail network.

The role operates on a blended home/office basis in London, with full-time hours and a competitive package. Prior leadership in contact-center environments and HR experience are desirable.

Qualifications

• Degree-level education and management experience are required.
• Strong leadership and people-management experience sought.

Responsibilities

• Improve FCR processes and ensure best practice.
• Oversee emergency contact handling and manage demand during incidents.
• Coordinate tactical communications and manage FCR systems.
• Identify risks and support business continuity plans as needed.
• Monitor performance, analyze data and produce reports.
• Maintain policies and ensure compliance across FCR activity.
• Support Change & Development initiatives and interact with stakeholders.
• Lead and motivate the team to deliver high-quality performance.

Skills

Influencer

Negotiation

Data analysis

IT skills

Numeracy

Database systems

Education

Degree-level education

Management experience

Tools

Databases

Computer systems

Job description

Job Introduction

Salary: £63,712.27 per annum, comprising a base salary of £53,579.34, £4,775.00 London allowance, and a 10% shift allowance. Yearly increments apply based on performance.

Contract Type: Permanent

Location: London

Type of Working Arrangement: Blended approach of home and office-working is available

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

Are you looking for your next exciting career move? British Transport Police have an excellent opportunity for a Force Control Service Delivery Manager (FCR) to join the Control Rooms and Visual Services Department.

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.

This is a unique opportunity within UK policing, with BTP operating nationally across England, Wales and Scotland.

What You’ll Be Doing

• 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.

What You’ll Bring To The Team

• Degree-level education or substantial proven management experience.

Experience

• Strong people-management background with experience handling a range of HR issues.
• Leadership experience in a customer-facing environment across multiple contact channels.

Skills

• 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.

Knowledge

• Training in Criminal Law, Home Office and Scottish Crime Recording Standards, PNC and Airwave (Tactical Advisor).

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 [e-mail]. Note: If you are an existing member of Police Staff in the RPS, your pension will not be affected.

Additional Information

Will have to travel to attend meetings whilst representing the Justice and Public Contact command. The command supports all of BTP therefore the coverage extends across England, Wales and Scotland.

Vetting

Successful applicants will be required to pass Recruitment vetting (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.

Application Deadline

Completed applications must be submitted by 11.59pm, Wednesday 18th May 2026.

Inclusion & Diversity

We are committed to building a workforce where everyone feels they belong.

We welcome applications from people of all backgrounds, identities and lived experiences. Diversity strengthens our teams, improves our services and helps us better represent and support the communities we serve.

We are proud to be an inclusive employer and strive to create a workplace that is fair, respectful and accessible to all. We actively work to challenge discrimination, remove barriers and ensure equity throughout our recruitment and employment practices.

If you need any reasonable adjustments during the recruitment or selection process, please let us know - we are happy to support you. Your talent, your potential, and your unique perspective matter here.