Contract type – Full Time, Permanent, Secondment
Location – London
Band – Band B
Salary – £56,911 – £69,342
Information about the Role
In CTPHQ Local Support Services (LSS) we provide a range of services to Specialist Operations (SO) and CT Policing, including providing Fleet, Travel, Estates, On/Off-Boarding, Barclaycard Compliance, Mutual Aid support, Inventory Management, Ordering of Goods and Services and Local support to officers and staff. Whilst these services are quite different in what they deliver, the desired outcomes of delighting our customers, improving performance, delivering innovative services that are value for money and supporting and developing our people are the same.
This role is fundamental to the success of the CTPHQ Local Support Services operating model connecting customer service requirements to performance delivery and positive outcomes. The role holder will need to lead the team(s) in their respective portfolio through culture and behavioural change to provide local customer delivery to enable operational readiness. Through the development of close customer relationships, the role holder will support the current and evolving operational requirements within SO and CTP Policing, anticipating future needs and reacting to demand.
You will be responsible for delivery of key performance targets and to ensure that (LSS) are monitored against agreed Service Level Agreement and that identified actions to maintain or improve levels of Customer Service and control expenditure are implemented and reported.
Working as part of the LSS leadership team to ensure delivery of the departmental strategic priorities, supporting a culture of organisational learning and promoting the wellbeing of self and others.
Responsibilities
- To provide exemplary leadership to the LSS teams and drive commitment to the delivery of key customer services and provision
- To build and maintain strong operational relationships with key stakeholders to maximise value add
- To manage service provision within a specific portfolio area, striving to provide best possible outputs within budgetary targets, ensuring value for money at all times
- To promote an ethos of “one route” into the broader LSS service offering for our customers – seeking to make our services as user friendly and easy to use as possible
- To seek out and champion opportunities for continuous improvement, whilst maintaining consistent, repeatable and standardised services across LSS
- For the area of responsibility, ensure that Health, Safety and Wellbeing of our people is at the heart of everything we do, whilst also effectively monitoring and managing risk appropriately
- Provide leadership, guidance, and support to direct team to enable them to achieve their business objectives
- Leads the end-to-end customer service offering on behalf of LSS transition to end service process
- Driving continuous improvement through enhanced cost effectiveness and the pursuit of service excellence to attain and maintain competitive levels of performance
- Maintains collaborate and positive relationships with key customer groups whilst regularly monitoring levels of customer service satisfaction.
- Responsible for the Service, Operational and Financial Performance of the team(s) they lead.
- Manages the effective operation of the Team(s) to deliver Service Level Agreements and to achieve the agreed Key Performance Indicators
- Jointly responsible for the creation of a high-performance culture across LSS
- Identifies and delivers ongoing efficiency improvement through innovative operational developments, process re-engineering and technology enhancement
- Leads and drives service enhancements from a customer perspective which will deliver Service performance improvement
- Ensures systems of monitoring and control are delivering effective performance and compliance of the Service and to take corrective action where improvements are necessary to meet service, financial performance, and control and risk management standards as measured against competitive benchmarks.
- Evaluate the performance of direct reports and determine training needs, organise appropriate training interventions in line with PDPs, career progression plans and future business requirements in keeping with HR policies and procedures
- Support the delivery of ad hoc programmes, projects and continuous improvement initiatives within the area of responsibility
- Support and contribute to performance and compliance reviews as appropriate
How to Apply
Apply to the role by clicking the button below. Further information about the role is also available via this link.
For a Secondment opportunity from another Police Force/Civil Service* please email recruitment.nctphq@met.police.uk for a Candidate information pack.