Senior Customer Relationship Manager


Bristol, London, Warrington


About the job


TRACER is searching for 1x G2 TRACER Senior Customer Relationship Manager (SCRM) in London, Warrington or Bristol.


Job description

Threat and Risk Assessment, Capability Exploration and Research (TRACER) is a collaborative business function being established and operated through the National Crime Agency (NCA). TRACER operates in partnership with the Communications Capabilities Unit (CCU), National Technical Assistance Centre (NTAC) and the National Communications Data Services (NCDS). The Accelerated Capabilities Environment (ACE) and the Internet Data Unit (iDU) are key delivery partners.

At full operating capability, TRACER will provide the opportunity and threat management for digital communications associated with investigations using digital means and will develop qualified propositions detailing how the community could reduce the risk associated with those identified threats. The current scope of this threat and opportunities management is IPA related covering Communications Data (CD), Targeted Interception (TI) and Targeted Equipment Interference (TEI).

The Strategic Customer Relationship Management Team are a resource that works for the Partnership – CCU, NTAC, NCDS and TRACER. The SCRM team provide the bridge between the operational community, senior leaders and the Partnership.

SCRM work closely with NPCC leads for the IPA capabilities, the CD/LI Partnership, Law Enforcement Agencies and the Home Office to support development of national strategy, service value and standards where appropriate.

The selected candidate for this vacancy will ideally be experienced with multi agency working and relationship management specifically with UKIC.


Main Responsibilities Include:

• Work with the existing team to develop the SCRM function, defining processes, protocols and the interfaces with partner organisations and other functions within TRACER, ensuring activities are carried out in a consistent and coordinated manner across the community.
• Build and maintain relationships across the community through regular engagement with relevant senior leaders and facilitating regular customer forums and working groups
• Coordinate customer input into strategic requirements capture, principle user roles, impact assessments and developments in target trends, as well as collecting feedback on business relationships and service performance
• Ensure quality, secure handling and dissemination of knowledge and information in accordance with legislation and best practice
• Contribute to and oversee the preparation and facilitation of set piece engagement events by the SCRM team.

***All NCA officers must hold SC Enhanced upon entry as a minimum. To meet the National Security Vetting requirements for this role you will need to have resided in the UK for a minimum of 3 out of the past 5 years. For more information please see the Candidate information Pack***


We'll assess you against these behaviours during the selection process:

  • Making Effective Decisions
  • Working Together
  • Changing and Improving
  • Delivering at Pace
  • Seeing the Big Picture
  • Leadership

Technical skills

We'll assess you against these technical skills during the selection process:

  • Thorough understanding and application of relevant legislation (UK and International) affecting the activity of Law Enforcement (LE) and UK Intelligence (UKIC) communities.
  • Understanding of the differing needs and capabilities of the stakeholders within LE and UKIC community.
  • Appreciation of how stakeholders obtain and use information related to the digital communications of persons of interest and understanding of the value this provides to operations.


If you are an active police pension member immediately prior to joining the NCA, you can continue your membership throughout your employment with us as if you were a serving police officer. If you do remain an active member and subsequently return to a police force, you should be able to continue your membership there too.

All officers in the NCA are members of the UK Civil Service. You will be eligible for:
• Civil Service pension scheme
• 26 days annual leave rising to 31 on completion of 5 years continuous service
• Training and development opportunities
• Cycle2work scheme

We take the welfare of NCA officers very seriously. All staff have access to Occupational Health services and there are a number of staff representative groups. We also have a range of sporting and other activities on offer.

We can provide flexible working arrangements if the role in question is suitable. These include flexi-time, job sharing and compressed hours (working contracted hours over a shorter period).

Apply now!