Force Control Room London - Communications Officer

British Transport Police; City of London; On-site; GBP 46,000; Full time

Job summary

A national police force for the rail network is seeking a Communications Officer to manage emergency and non-emergency calls in a 24/7 operational environment. The role requires excellent customer service skills, proficiency in IT, and the ability to remain calm under pressure. Comprehensive training and benefits are provided. Applicants should be prepared for varied work hours and a fast-paced setting.

Benefits

28 days annual leave plus bank holidays

Family-friendly policies

Salary sacrifice options for various schemes

Excellent pension scheme

Access to development opportunities

Qualifications

• Ability to handle emergency and non-emergency calls.
• Experience in a control room/contact center environment.
• Knowledge of THRIVE and NSIR for prioritizing public safety.

Responsibilities

• Handle calls and manage police responses to incidents.
• Accurately assess incident urgency and prioritize responses.
• Monitor incidents and provide direction to police resources.

Skills

Excellent customer service skills

Proficiency in IT

Calm and assertive decision making

Job description

Force Control Room London - Communications Officer

Salary: Starting salary of £45,292.83 per annum which consists of a base salary of £32,649.35 plus 20% shift allowance, £1,500 market supplement and £4,613.61 London allowance.

Contract type: Permanent

Location: Force Control Room at Palestra House, London.

Working arrangement: Office.

Hours: The working hours for this role can be unsocial as it involves a 24/7/365 shift pattern that includes early starts, late finish times and night shifts.

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: 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 each day.

The Opportunity

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.

Responsibilities

• 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 suitable and effective responses.
• Excellent customer service skills and the ability to make decisions based on threat, risk and harm.
• Manage situations in a calm and assertive manner.
• Proficiency in IT and the ability to use multiple integrated systems with excellent keyboard skills.
• Working as part of a team in a control room/contact centre environment.

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: BTP GPP Police Staff Pension Scheme, defined contribution, 4.4%–12% contribution.

Vetting

Successful applicants will be required to pass Recruitment/Management Vetting (3/5 years minimum UK residency required), including a full background and financial disclosure. For more information and Top Tips, please see attached document.

Medical and References

We’ll ask for relevant health and medical history details to support employee wellbeing.

We’ll ask for references to cover the past 5 years.

Interview Process

This role involves a first‑stage telephone interview, followed by prioritisation, typing and listening tests, which upon successful completion will lead to a face‑to‑face competency‑based interview.

How to Apply

Applications will be via an up‑to‑date CV and online application form. Please outline how your skills and experience demonstrate your suitability for the role.

Completed applications must be submitted by 11.59 am on 9th November (Please note, BTP reserves the right to close the application process early should we receive a large number of applications).

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. All candidates who declare a disability and meet the essential criteria for the role will be offered an interview under the Disability Confident Scheme.

Additional Information

For further information, please contact our Resourcing Team at [e-mail].

• Salary: £45,292.83 per annum.
• Frequency: Annual
• Job Reference: BTP/681/685
• Contract Type: Full Time – Permanent
• Closing Date: 31 December 2025
• Job Category: Police Staff
• Business Unit: Control Rooms & Visual Services