Job Title: CONNECT Support Team (CST) Administrator - Ticket Resolution (24/7)
Salary: The starting salary is £42,871.80, which includes allowances totalling £3,009 and a 20% shift allowance.
The salary is broken down as £33,219 basic salary, which will increase annually until you reach the top of the scale £35,541. Plus, a 20% shift allowance, a location allowance of £2,009 and a non-pensionable allowance of £1,000.
Location: The ‘home base’ Met location for this role is Newlands Park (SE26 5NF) with requirement to travel across the Met Estate, to attend meetings as required by the business.
“Keep checking Met Careers on a daily basis for new and exciting opportunities being released to join Digital & Innovation!”
Policing London is a hugely complex challenge that evolves every day. To make sure the Met is up to the task, we need the right IT and systems across our organisation. As a CONNECT Support Team (CST) Administrator - Ticket Resolution (24/7), you will help to enable us to do our best for the London area. Join us and play your part in making London the safest capital in the world and delivering ‘More Trust, Less Crime and High Standards’.
As a member of the Met, you will also enjoy great benefits including annual leave, civil service pension arrangements, maternity/paternity support, as well as being part of a continuous learning culture.
Digital & Innovation Business Group
The Digital & Innovation Business Group brings together technology, the effective use of data, and our capability to deliver change and reform to drive the Met forward: this is central to progressing delivery of New Met for London 2. It includes the Met’s Transformation, Technology, Data and Analytics functions, as well as work underway to make the organisation more productive and efficient (referred to as Productivity & Efficiency or P&E). The Group was created in early 2026 and is led by Marie Heracleous, Chief Digital & Innovation Officer. It’s an exciting time to be part of D&I, as it builds new capabilities and ways of working to support the frontline and make a real difference to London.
Job Purpose
The Met provides support to Police Officers, staff members and external partners via online self-help guides and a dedicated team of specialists; the CONNECT Support Team (CST). The CST provides 24/7 user support from a single location, using a variety of software and enhanced skills. Although work from home opportunities have recently been implemented in line with Met policy.
The role of the CST Administrator is to provide support to all Met employees and on occasion, external stakeholders. The role will require:
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CONNECT information security risk identification and immediate response.
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Ensure that all users follow correct CONNECT and POLE software platform procedures, policies and documentation requirements.
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Provide guidance to all users on business processes, interim business processes and archived data.
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Provide software and system guidance to Met specialist teams such as DPS and Met Intel.
Key Role Responsibilities
The CST Administrators will be the single responsible group providing technical and non-technical support to all Met users of CONNECT. The role of the CST Administrator (24/7) – Ticket Resolution includes but is not limited to:
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Develop and maintain a strong understanding of CONNECT software, including its processes, functionality, and integration with other Met systems. Demonstrate professional curiosity by continuously building CONNECT knowledge and expertise, ensuring awareness of CONNECT and wider Met procedures remains accurate and relevant to provide effective support.
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Provide 24/7 support to all CONNECT users, delivering high‑quality, practical assistance with a strong focus on supporting frontline officers.
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Provide support in line with set SLAs and KPIs as defined by the business and CST Lead and Coordinators.
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Provide support to complex and sensitive issues involving DPS, Met Intel and specialist teams’ data and records.
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Monitor and evaluate information and user behaviour that may affect the Met’s ability to effectively manage prosecution cases, custody records, investigations, and intelligence data. Where impacts are identified, ensure appropriate processes are implemented to address them, and escalate to the appropriate senior lead where senior‑level action is required.
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Use all available avenues and processes to fully investigate issues presented and be able to find resolutions for the end user (EU).
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Provide clear advice and guidance to users who have received support, helping to improve their knowledge, confidence, and overall experience when using CONNECT.
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Where possible, engage directly with end users to gain a full understanding of issues, enhance user awareness, and deliver a higher quality of service.
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Triage and assess issues, ensuring each ticket contains a clear summary of actions taken. Where tickets are escalated to internal or external partners, clearly document the required actions to support effective resolution.
Additional Information
Vetting Clearance
For this role the Vetting Clearance is Force Clearance Level, Management Vetting (MV), and National Security Vetting (NSV) Level, Security Check (SC).
Working Pattern
Hybrid Working available in line with the Metropolitan Police Service hybrid working policy.
CST provides a service 24/7, 365 days per year. Staff work 12-hour shift pattern 7am to 7pm and 7pm to 7am.
How to apply
To begin your career at the Met, please click the "apply button “. The application process requires a comprehensive CV, a Personal Statement, and an online application form. In your Personal Statement (1-page of A4, 500 words maximum) you should explain your interest in the position and illustrate how your skills and experience (see stated criteria) make you a suitable candidate. Please note that you should not submit two copies of your CV and ensure that your documents are saved in either PDF or Word format, clearly labelled as CV and Personal Statement.
Completed applications must be submitted by 23:55 on 16th June 2026.
