Role Overview & Mandate
Executive Summary
Role: Force Contact Service Delivery Officer Grade: Police Staff Grade 4 Salary: £24,552-£27,690 - Shift...
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Role: Force Contact Service Delivery Officer
Grade: Police Staff Grade 4
Salary: £24,552-£27,690 - Shift allowance Circa £30,000
Closing Date: 16th February 2023
Location: Based in a central location in Birmingham
About the Role:
Force Contact is a high profile department managing calls for assistance from the public, partner agencies and internal stakeholders. We are looking to recruit a Service Delivery Officer, who complete a vital role in managing the flow of calls and enquiries directly into our Emergency call centres.
This role is central to our service delivery and a key part in helping to prevent crime and protecting the public by improving and delivering an exceptional service each time, every time we are contacted.
This challenging and rewarding role offers you the opportunity to develop your current skills within a dynamic team environment embedded within the Contact Centres.
Whether you are a current member of the team or someone looking to join us, you will be welcomed to a team that promotes fairness, equality and respect within an inclusive environment. Our forward thinking team take shared responsibility for making Force Contact a great place to work whilst striving to meet a collaborative goal to deliver the Force vision and values.
Core responsibilities include ensuring that all staff are posted correctly, accurately recording sickness and authorising annual leave. It will also include the proactive monitoring of contact handlers in order to maintain performance levels and reviewing activities in line with real time demand.
The role will also centre around the resourcing and forecasting of staffing and demand.
Successful applicants will be required to monitor the adherence of staff – ensuring they are taking calls when they are meant to be, and applying activity codes – so we know what they are doing – whether writing a crime report or waiting for a call or communicating with supervisors to offer support where appropriate. The Service Delivery Officer will be expected to identify and evaluate operational issues, taking responsibility to solve problems where necessary, escalating any issues which impact on real time service delivery to the appropriate management level.
To work in conjunction with Service Delivery and Contact Supervisors and Contact Centre Managers to deliver the highest service for the public of the West Midlands.
Key Responsibilities
- Proactively manage activity of Contact Officers to maintain performance levels, managing load sharing and communication with supervisors to offer support.
- Monitor adherence of Contact Officers to designated breaks, reviewing break times in line with real time demand.
- Identify and evaluate operational issues, taking responsibility to resolve problems and escalating any issues that cannot be resolved to management, where they impact on real time service delivery.
- Create and maintain accurate shift schedules, ensuring 24/7 shifts are optimally planned to meet forecasts, SLAs and KPIs.
- Review daily/weekly/monthly contact volumes, including contact channel mix and handling times to determine required staffing changes to ensure SLAs are achieved.
- To forecast demand changes throughout the calendar year
- Produce, analyse and present performance data daily
Essential Skills and Experience
- Highly developed problem-solving skills.
- Organisational skills and ability to prioritise and multi-task.
- Delivery operational reports on performance and identify trends.
- To remain professional at all times in relation to behaviour and communication with staff.
- Ability to work independently.
- Performance focused.
Desirable
- Have an understanding of Police Regulations, Police Officers and Terms and Conditions of Employment for Police Staff in relation to working time directive, shift and duty changes
- Good working knowledge of IT systems: MyTime, Verint, Nortel / Avaya telephony (or similar workforce management systems), Business Insight system (Qlik)
- Experience of working within a performance driven contact centre environment
Vetting
Successful applicants will be required to pass Recruitment Vetting and Counter Terrorism Clearance scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process.
Medical
Appointment to this role will be dependent upon successfully medical checks, which may include a drugs test and if required a fitness test.
Interviews
Anticipated w/c 27th February
Important
Post holders will be required to work a shift pattern covering 24 hours daily, including bank holidays and weekends. May be required to attend duty at short notice and work across the force area.
If you have any queries about the role please email Rob Clews (Robert.Clews@westmidlands.police.uk)
West Midlands Police is a Disability Confident Leader - the highest level an organisation can achieve under the scheme run by the Department of Work and Pensions. As part of our commitment we operate a ‘Disability Confident Interview Scheme’ - all candidates who declare a disability and meet the essential criteria for the role will be offered an interview.
It is important to note that there may be occasions where it is not practicable or appropriate to interview all disabled people who meet the essential criteria for the job. For example: in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. In these circumstances, the employer could select the candidates who best meet the essential criteria for the job, as they would do for non-disabled applicants.
"Diversity and Inclusion Vision: Maximise the potential of people from all backgrounds through a culture of fairness and inclusion to deliver the best service for our communities"
