Contact Centre Deputy Operations Manager
Role Purpose
Work as part of the Senior Contact Management team, providing supervision, leadership and motivation to help the department provide a high quality service. Provide a key liaison, co-ordination and communication role for the public, police and external agencies to achieve a prompt and efficient fulfilment of enquiries.
Key Accountabilities
• Oversee the emergency and non-emergency call handling service and react to emerging problems to ensure the department consistently and effectively provides an excellent service to the public.
• Provide clear, effective and visible leadership for own area of responsibility and provide support to staff in managing an excellent service to the public.
• Develop and manage quality assurance and crime data integrity processes to ensure compliance with national standards.
• Manage team supervisors to ensure standards of quality, efficiency, staff performance and personnel issues are maintained.
• Provide support to ensure the training and development needs of the department are met.
• Investigate and resolve any complaints received internally and externally to ensure an excellent service is provided and promoted to the public and areas and to identify areas for improvement.
• Represent the Contact Centre Operations team at internal and external meetings to promote the work of the team and ensure this aligns to wider organisational values and objectives.
• Manage operational risks to resolve incidents in a safe and timely manner, ensuring the safety of all staff and to promote a positive image of the organisation.
Behaviours
All roles are expected to know, understand and act within the ethics and values of the Police Service.
The Competency and Values Framework (CVF) has six competencies that are clustered into three groups. Under each competency are three levels that show what behaviours will look like in practice.
It is suggested that this role should be operating or working towards the following levels of the CVF:
Resolute, compassionate and committed
Inclusive, enabling and visionary leadership
Intelligent, creative and informed policing
Education, Qualifications, Skills and Experience
Prior education and experience:
• Experience of team or department Management including evidence of dealing with a range of HR policies and issues.
• Experience of working in a customer facing environment and dealing with the public.
• Experience of Change management and development and implementation of new processes.
• Experience of working in the Police contact centre environment.
• Experience in working in a telephone call handling environment.
• Knowledge of applicable Data protection and information handling legislation.
Skills:
• Able to contribute to resource planning, to manage financial budgets and utilising commercial acumen to make risk-based decisions that deliver effective outcomes within the resources allocated.
• Able to manage the delivery of initiatives that change the structure of the organisation and/or the roles of staff and officers.
• Able to seek out and identify a range of information to identify patterns, trends and options, to solve multifaceted and complex problems.
• Able to develop and motivate a team and create strong engagement of individuals with their personal and team objectives and with Force values, behaviours and strategic priorities.
• Able to identify exceptional situations that merit recognition and take appropriate action.
• Able to identify situations that require disciplinary action and to respond appropriately.
• Skilled in setting team and individual performance objectives, monitoring performance, assessing progress, identifying emerging risks, uses and opportunities and taking corrective steps as required to ensure the right results are achieved.
• Able to plan to short and medium term cycles, to coordinate a range of activities appropriately within the function, to match these to available resources and to identify and mitigate known risks to delivery.
Continuing Professional Development (CPD)
• Maintain knowledge and understanding of Police Regulations and College of Policing Guidance, best practice and any local policy applicable to contact centre operations and leading and managing teams.
• Maintain and update key knowledge, understanding and skills relating to legislation policy and practice across all contact centre functions and areas of responsibility.
• Maintain knowledge and understanding of new approaches identified by evidence based research, problem solving and team working and synthesise these into working practice.
• Complete all annual and mandatory training.
• Maintain knowledge and understanding of performance management and assessment process and ensure they are implemented effectively when leading and managing teams.
• Keep up to date with guidance and best practice on health, safety and welfare.
• Maintain knowledge of data protection and information handling legislation.
Professional Registration/Licenses
Not applicable.
Links to other Profiles
• Contact Centre Officer
• Dispatch Controller
• Contact Centre Operations Manager