Call Handling Operations Manager

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Role overview:

As a member of the Command and Control senior leadership team, you will promote, lead and deliver our Call Handling and Public Contact function to achieve force and national targets. Overseeing the day-to-day operations of our call centre to ensure the highest level of customer satisfaction and efficiency.

About us:

We're a progressive and caring organisation of over 6,000 people. As the seventh largest police force in England and Wales, we serve a population of more than 1.65 million, across a large and diverse area.

The police emergency control room is a critical hub for public safety, ensuring swift and coordinated responses to emergencies, enhancing the efficiency of police operations, and ultimately protecting and serving the community.

Key Responsibilities:

• Accountable for the delivery of performance outcomes of Call Handling / Public Contract to force and national KPI's. Identify and implement improvements to optimise efficiency and ensure alignment with public service regulations.
• Management of individuals and teams within your area of responsibility, ensuring robust workforce planning, effective recruitment, thorough induction processes, and support for attendance and retention.
• Overseeing service excellence, ensuring effective frontline service delivery for public contact.
• Monitor department performance by tracking key metrics (e.g., response times, user satisfaction), ensuring processes meet industry standards and prioritise continuous improvement.
• At strategic level, develop and deliver the department plan, ensuring adherence to organisational policies, legal regulations, and industry standards.
• Act as Force Lead on change management for the department, linking with Local Policing Areas and eternal agencies to identify best practice, new ways of working and ensuring technology complies with latest improvements.
• Act as strategic lead to plan for serious and major operational incidents

About You:

We're looking for a motivated professional with a passion for delivering an empathetic and impactful service to our communities:

• Proven experience in management role within a call centre environment, preferably within public services or non-profit sectors.
• Knowledge and a good understanding of managing resources, recruitment, workforce planning, and retention.
• A proactive approach to identifying challenges, utilising change management practices, and delivering effective solutions.
• Ability to adapt in a fast-paced environment and manage multiple priorities.
• Exceptional verbal and written communication skills

If you're ready to take the next step in your career and lead a team dedicated to serving our communities, we'd love to hear from you!

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About us

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Diversity is a strength and individuality is an asset.

We recognise the benefit different life experience and perspectives can bring.

We are on a journey to become the most inclusive police force in the country.

Find out more about our benefits and culture

Click the video link below to see why our colleagues feel they can "Be the Difference"

Please note: We reserve the right to close this vacancy early if we receive a high volume of applications. We encourage interested candidates to apply as soon as possible to ensure their application is considered.

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