Contact & Resolution Command (CRC) Operations Manager

We are welcoming applications for the role of Contact & Resolution Command (CRC) Operations Manager with Devon & Cornwall Police based at the following location(s): Exeter Police Station, Plymouth, Crownhill 

Salary: Grade 8 - Starts at £44,700 rising by yearly increments to a maximum of £49,716 per annum 
Please note that the above salary is based on working 37 hours per week. If this role is part-time or you are appointed on a part-time basis your salary will be prorated to reflect this. Exceptions to starting salary may apply if you are an existing Devon and Cornwall or Dorset Police Staff employee substantively posted to a role at the same grade.

Type of employment: Permanent 

Type of working arrangement: Hybrid Worker -  Hybrid working is a form of flexible working where workers spend some of their time working remotely (usually, but not necessarily, from home) and some in the employer's workspace.
Hours per week: this role is 37hrs hours per week. However we welcome applications from individuals wishing to work on a part-time basis and 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
Market Supplement:

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.

  1. Understanding of working in a contact services environment, including the provision of customer service and support
  2. Strong leadership and people management skills with proven ability to manage multiple teams and individuals
  3. Proven ability to lead and manage people through change
  4. Proven ability of motivating and developing staff using coaching and mentoring skills
  5. Ability to make well thought out and evidenced based decisions
  6. 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?

Further detail regarding this role and the essential requirements can be found within the role profile attached below.

If you think this may be the role for you and would like further information, please contact: 

Hiring Line Manager: Lorna Boneham  - Contact Centre Senior Manager 

Email Address: Lorna.Boneham@devonandcornwall.pnn.police.uk 

Telephone Number: N/A 

What you get if you join us:

If you work for us, you will get access to:

  • 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)
Competency and Values Framework (CVF)
Level 2: click this link for details of the CVF level for this specific role.

Recruitment process

Additional Information

Dual working: This role will require the post holder to travel to alternative locations on an ad hoc basis to undertake the role, travel expenses will be reimbursed in accordance with force policy.
Political Restrictions: None apply to this role.

Application Stage:

To apply for this role, click the 'apply' button below, you will then be taken to a registration page. Please complete this registration form to create an account, once created you will be taken to the application.

Already have an account? If you have previously created an account, please click 'login' at the bottom of the page next to the 'submit registration' button. Once logged in, you will be taken to the application.

Once registered, you will have to complete an eligibility form to apply. If eligible you will move to the application form stage where you will evidence your suitability for this post. The closing date for applications is 22/12/2025, 12:00.

Selection Stage:

The selection for this role will consist of Shortlisting, Interview and Assessment .

Applications will be anonymised and then shortlisted by the shortlisting panel. Following the shortlisting you will be notified of the recruitment decision via email along with feedback on your application.

If successful, you will then be invited to an interview. This will be based on the Competency Values Framework at Level 1, 2 or 3 as detailed in the role profile/job description and additional CVF document.

The interview process is due to take place week commencing 12 January 2026.

Some roles may also require an assessment. Further information on this will be provided following the shortlisting process. The assessment date will be on   if applicable.

Pre-requisites:

If you are successful through the selection stage of the recruitment process, we will make a conditional offer of appointment and commence pre-requisite checks. These checks can include:

  • Vetting checks,
  • Reference checks,
  • Medical assessment,
  • Qualification review,
  • Right to Work checks.

A formal offer of appointment and start date will not be agreed until all checks are satisfactorily completed. If you are successful at the selection stage your conditional offer will outline which of these checks are applicable to you.

IMPORTANT INFORMATION:

The application system only remains active on a single page for a period of 60 minutes.

Please ensure you allow time to complete your application fully as part complete pages do not save.  

If the role has evidence questions you are required to complete in the application form, you may wish to complete these remotely and then paste your answers into the boxes at time of submission. Please note, each evidence criterion is set to a maximum of 2000 characters.

We welcome the use of AI responsibly and ethically to demonstrate your skills in your application, but please don’t allow it to overshadow your own unique voice. While we appreciate innovative approaches, we also value authenticity. Our assessment considers the content of the application and the skills you demonstrate, ensuring fairness and inclusivity for all applicants. At the end of the day – we want YOU to work for us! 

This opportunity is closed to applications.