Contact & Resolution Command (CRC) Operations Manager

Salary: £44,700 rising to £49,716 per annum + Excellent Benefits including Government Pension Location: Hybrid Working/Police HQ Exeter OR Crownhill, Plymouth Closing Date: 22/12/2025, Midday Hours per week: This role is 37 hours per week. However, we welcome applications from individuals wishing to work on a part-time basis and we are willing to consider flexible working patterns subject to business need. Allowances: This role attracts 14% Shift Allowance, Weekend Working Payment (claimable once necessary training has been completed and the full shift pattern is being worked) . For additional information on allowances please see our allowances page. About the role: FCC Operations Manager A vacancy has arisen for 2 x full-time FCC Operations Managers. The successful candidates will be located at either Crownhill in Plymouth or Police Headquarters in Exeter. This will be decided on appointment . However, they will be responsible for a ‘virtual contact centre team’ so travel across sites will be necessary. Use of a pool car / car share will be required and travel will be in duty time. The full role profile is attached. The principal responsibility of the FCC Operations Manager is to hold day to day responsibility and command of resources across the Force Contact Centres in order to support the delivery of high quality, customer-focused service to the public, CRC, and members of the Force. This role requires good levels of visibility so the majority of working time will be spent in the workplace. The selection process for this role will include a written application, to provide evidence of the below essential criteria. Understanding of working in a contact services environment, including the provision of customer service and support Strong leadership and people management skills with proven ability to manage multiple teams and individuals Proven ability to lead and manage people through change Proven ability of motivating and developing staff using coaching and mentoring skills Ability to make well thought out and evidenced based decisions An ability to understand the strategic direction and develop plans that drive and support this direction The interview process will be held against the Competency Value Framework 2 (CVF 2) and will include a presentation based upon a written scenario which will be provided when invited to interview. Shortlisting will take place Tuesday 23rd December 2025 - Interviews will take place week commencing Monday 12th January 2026 Want to know more about this role? Please click on the 'Apply' button to be taken to the vacancy on our website for further information about the role including the role profile. For a conversation regarding the role, once you have viewed the full details on our website, please contact: Hiring Line Manager: Lorna Boneham - Contact Centre Senior Manager Email Address: Lorna.Boneham@devonandcornwall.pnn.police.uk PLEASE NOTE: Should you decide to apply for this role, when you are asked to state how you found out about this vacancy, please remember to select LinkedIn. What you get if you join us: A competitive salary with yearly increments. 25 days a year leave entitlement, with an increase to 30 days after 5 years continuous employment, plus bank holidays (pro-rata for part time workers). Access to heavily subsidised gym membership that will provide you access to police site gyms throughout the counties. Access to the Blue Light Card Scheme for discounts and services (requires a one off payment of £5) Company sick pay. Competitive local government pension scheme. Job related equipment, as required. Free onsite parking at many police sites throughout the counties. Access to Group insurance scheme (via salary sacrifice scheme). Support networks, free Employees Assistance Programme, Occupational Health and wellbeing services. Development and training opportunities. Supportive and flexible training plan, including regular check-ins throughout your initial period of joining us to ensure you are up to speed with the role and getting the support you need Hybrid working, with the ability to work remotely at times throughout the working week (once signed off the training plan)