Force Control Room Communications Officer

Force Control Room Birmingham – Communications Officer

Salary: Starting salary of £40,679.22 per annum, consisting of a base salary of £32,649.35 plus 20% shift allowance and a £1,500 market supplement.

Contract type: Permanent.

Location: Force Control Room at Baskerville House, Birmingham.

Type of working arrangement: Office working.

Hours: The role operates on a 24/7/365 shift pattern that includes early starts, late finish times and night shifts. Working as a Communications Officer for BTP offers a stimulating, exciting, and fulfilling career.

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 simple:
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.

Calls can come at any time, which is why our Communications Officers work within a core shift pattern that covers 24 hours a day, 7 days a week. This vital role involves answering both emergency and non‑emergency calls and directing police resources across Great Britain to where they’re needed most.

As part of our dedicated team, you’ll receive comprehensive training and ongoing support to prepare you for the wide variety of calls and responsibilities you’ll encounter. Whether it’s a life‑threatening emergency or a routine enquiry, your ability to remain calm, compassionate and professional is essential. You’ll need to think on your feet, provide reassurance, and gather accurate information to ensure the appropriate police response is deployed swiftly and effectively.

In return, we offer an attractive salary and a dynamic operational role where you’ll play a key part in protecting the public and our stakeholders from harm and making a real difference every day.

• Handling calls, dispatching radio messages, and managing police responses to incidents.
• Accurately recording information and assessing it to determine the appropriate level of responses.
• Effectively managing emergency telephone calls, evaluating the urgency of the incident and prioritising police responses when necessary.
• Obtaining and evaluating information to determine response criteria and deployment levels using THRIVE and NSIR, prioritising public and officer safety at all times.
• Monitoring incidents and providing advice, deployment and direction of appropriate resources via radio to ensure a suitable and effective response.

• Effective communication skills.
• Excellent customer service skills and the ability to make decisions based on threat, risk and harm.
• Managing situations in a calm and assertive manner.
• Utilising different communication methods (telephone, radio, email).
• Proficiency in IT and the ability to use multiple integrated systems with excellent keyboard skills; capture information in a timely and accurate manner during the contact.
• Working as part of a team in a control room/contact centre environment.

• 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 – BTP GPP Police Staff Pension Scheme, a defined contribution scheme with contributions ranging from 4.4% to 12% of salary.

Successful applicants will require Recruitment/Management Vetting (minimum 3/5 years UK residency), including a full background and financial disclosure.

Relevant health and medical history details will be requested to support employee wellbeing.

References will cover the past 5 years.

This role involves a first stage telephone interview,…