Driver Assistance Centre Lead
11840
Job Title: Driver Assistance Centre Lead
Salary: £30,294 to £32,552 plus a Location allowance of £1,639. You will receive £30,294 the band minimum. Progress to the band maximum of £32,552 will be via incremental progression.
Location: Sidcup
The vision of the Metropolitan Police Service (Met) is to make London safe for everyone. We are radically changing to deliver high-quality policing services in a more efficient and cost-effective way, in line with the Mayor of London’s Police and Crime Plan. Changing operational demands affect the size, make-up and deployment of our fleet.
The Met are currently exploring options to support the acceleration of decarbonisation to achieve Net Zero Carbon status by 2030. With over 750 alternative-fuel vehicles already on the fleet, we are currently outlining targets for the full rollout of zero-emission-capable vehicles as we transition away from a reliance on petrol and diesel. For the Met, this is both an operational necessity and a legal obligation.
The Met’s fleet of 5000 vehicles, 1000 pedal cycles and 25 marine vessels are all important physical assets that enable our officers and staff to carry out their jobs. The vehicles are a workplace for our officers and staff, carry sophisticated equipment for operational policing and providing a safe environment for the transport of the public and prisoners.
The vehicles are deployed on a wide range of duties and include such variety as general-purpose cars, protected public order carriers, motorcycles, armed response cars, pursuit cars, prisoner transport vans, transfer of plant and equipment. On many of these duties, the vehicles are subject to arduous use, responding to emergencies using police exemptions.
MO11 Fleet Services provides professional fleet solutions in support of all operational policing requirements across the Met in the most cost-effective way and is responsible for the entire lifecycle management of the Fleet.
The role holder will be required to work within a team to enhance the overall fleet operation and ensure that we meet operational demands and keep London safe by ensuring a safe, fit-for-purpose and available fleet in the most efficient and cost effective way. You will lead a team that manages a wide range of administrative functions to ensure timely support for all our customers, meet operational demands and maintain legal compliance of our vehicles.
Key Responsibilities
- Manage the KPIs of the team ensuring performance measures are continually met in line with Fleet Services priorities
- Oversee the service desk in the delivery of its activities and administrational duties involving vehicle documentation, insurance, congestion/Dartford/ULEZ charges, vehicle hires, fuel cards, bunkered fuel and NIPs/PCNs.
- Deliver a professional team service, ensuring communication and engagement is polite, professional and of consistently high quality through a variety of channels
- Manage priorities, schedules and work patterns to ensure resource is fully utilised, contact demand is effectively covered and the DAC can cope with fluctuating demand due to surge or unexpected events
- Maintain quality standards and compliance with statutory and mandatory requirements for all service desk tasks associated with vehicle use on the roads
- Assist in the identification and application of best practice, use of new processes or technologies, developing continuous improvement plans and introducing recommendations based upon staff and user insights, to maintain an efficient DAC
- Build and maintain effective relationships with officers, staff and partners, ensuring we meet our agreed support SLAs
- Motivate all team members to maintain end to end service desk processes and associated user experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints
- Create and deliver regular reports to senior leaders to provide visibility of DAC performance
- Handle enquiries that cannot be managed by staff members in a timely manner and escalate further if a situation cannot be resolved within the DAC
- Arrange and attend regular team meetings, resolving problems collectively, discussing areas for improvement and learning opportunities
- Provide an inclusive and innovative learning team environment, setting the direction to allow staff to flourish, take responsibility for their own actions and have the confidence to make effective decisions
- Evaluate staff performance and lead and develop comprehensive training plans, ensuring all staff are aware of and able to work to Fleet Services standards – organise the rollout of training using appropriate methods in line with PDPs, career progression plans and future business requirements
- Maintain highly motivated, focused and adequately skilled teams that are fully abreast of modern tools, techniques and developments
Additional Information
If successful at the application stage, you will then undertake an online assessment relevant to the role to test your suitability. Subject to a positive outcome in your assessment, you will then be invited to interview.
Please click on the below link to view an online candidate information pack that will you give you an insight into the Met, the competency framework we use which shapes our daily work behaviours, the application process and a host of other information, that will help inform and support your application:
https://sscl-innovation.com/MPScandidatepack/
Click the apply now button below and start your career at the Met. Applications will be via a detailed CV, Personal Statement and online application form. Your personal statement should outline why you are interested in the role and how your skills and experience demonstrate your suitability for the role. (NB. Please do not attach 2 copies of your CV).
Completed applications must be submitted by 5th July 2022.
We view diversity as fundamental to our success. To tackle today’s complex policing challenges, we need a workforce made up from all of London’s communities. Applications from across the community are therefore essential.
As a Disability Confident Committed Employer the Met have committed to ensuring that disabled people and those with long-term health conditions have the opportunities to fulfil their potential and realise their aspirations.
Knowledge
- Comprehensive knowledge of administrative systems, processes and procedures associated with a Fleet service delivery desk
- Management principles and familiarity of working with Fleet service desk products, systems, services and policies
- Maintaining a positive culture within a service desk environment to maintain efficiency and have an effective and content workforce
- In depth knowledge of statutory and mandatory vehicle regulations, company policies and driver assistance responsibilities
- Knowledge of how to set, meet and exceed targets within a service desk environment whilst being perceptive about issues facing staff and how to support them
Skills
- Ability to navigate around internal and external databases and portals and identifying issues at an early stage
- Managing change, reviewing processes and procedures to constantly drive a service of continuous improvement
- Focused and self-motivated approach to work
- Ability to multitask and remain calm under pressure, especially during peak times or shifting demands
- Sound engagement and interpersonal skills with the ability to adapt style accordingly to manage different situations / stakeholders
- Highly developed service desk skills, business sense and strong desire to provide a professional contact experience
- Effective leadership and coaching skills, with an ability to nurture and motivate others and instil staff with the confidence to make decisions
- Ability to drive effective team working and lead others to drive problem solving and conflict resolution
Experience
- Proven experience of leading a team in a fast paced administrative and operational environment
- Using modern technology, systems and procedures relating to administrational duties
- Experience of leading and influencing team members to achieve operational and personal goals and objectives
- Liaising with external service providers and partners to maintain and improve Fleet processes
- Managing officer and staff issues and implementing effective and timely resolutions
- Engaging with agencies to provide suitably trained staff to overcome resourcing difficulties when necessary
Qualifications
- Good standard of education to UK national education including at least Level 5 (or equivalent) in Maths and English
- Recognised qualification in Customer Services (desirable)
Disability Confident Statement
The Met is committed to being an inclusive employer with a diverse and representative workforce at all levels. We encourage applications from people from the widest possible range of backgrounds, cultures and experiences. We particularly welcome applications from ethnic minority groups and females.
As a Disability Confident employer, the Met has committed to making disability equality part of our everyday practice. We ensure that people with disabilities and those with long term health conditions have the opportunities to fulfil their potential and realise their aspirations. If you consider yourself to have access, workplace or reasonable adjustment requirements that need to be accommodated, we ask that you include this information within your application form. All matters will be treated in strict confidence and will not affect any recruitment decisions.
Read our full disability confidence statement.
This opportunity is closed to applications.