MPS Recovery & Contact Centre Manager
8652
Job title: MPS Recovery & Contact Centre Manager
Salary: £30,294 to £32,552 plus a 12.5% Shift Disturbance Allowance and a £1,639 Location Allowance. You will receive £30,294 the band minimum. Progress to the band maximum of £32,552 will be via incremental progression.
Location: Charlton Car Pound
The MPS Recovery & Contact Centre (previously known as Garage Desk) is a key part in the MPS's drive to tackle vehicle crime on the streets of London.
The unit supports this initiative by working in partnership with MPS Contractors to remove or recover vehicles involved in collisions, crime or seized under police powers.
The MPS Recovery & Contact Centre also facilitate the forensic and mechanical examination of vehicles, and wherever possible, recover our costs to enable funding to be directed to front line policing.
In support of these services, the Contact Centre Manager will be accountable and responsible for the following aspects:
- Accountable for a team of Contact Centre Operators, ensuring that welfare, staffing and process performance are effectively managed
- Co-ordinate all activities of the MPS Recovery & Contact Centre
In addition to the management of the team, this role is ‘hands-on’ and will be responsible for undertaking the same duties as the Contact Centre Operators. However, the first priority of the role are management responsibilities and activities:
- Vehicle Recoveries required by police officers and other customers are booked, allocated and executed effectively, ensuring that the In-House Recovery Team utilisation is maximised as a priority
- Any contact from members of the public, police officers or third parties is handled and resolved professionally
- Any administration resulting from the above is undertaken efficiently and professionally
You will be required to work as part of a team to ensure delivery of MPS’s strategic priorities, support a culture of organisational learning and sustain the wellbeing of self and others.
The role will be based at Charlton Pound only. The role will be based predominantly within the MPS Recovery & Contact Centre office; however you must be prepared to work outdoors on occasions in all weather conditions and have a flexible approach to the role and your duties
The Contact Centre operates a 24-hour period, 7 days per week, 365(6) days a year. Manager duties will be required to work Monday to Friday performing early and late day shifts and attracts 12.5% shift disturbance allowance.
This role has specific accountability and responsibility for:
MANAGEMENT OF RECOVERY DRIVERS AND THE OVERALL RECOVERY OPERATION
- Provide line and functional management of direct reports and coordinate shift patterns and priorities for all Recovery Drivers
- Responsible for being primary point of contact with reference to relevant legislative and process enquiries
- Responsible for efficient deployment of In-House Recovery Team to ensure acceptable budget expenditure and recovery vehicle asset utilisation
- Ensure fair distribution of workload across In-House Team and external contractors
- Manage the repatriation of seized vehicles with Insurance and Finance Companies with a significant income budget
- Ensuring dip samples are conducted in an efficient manner for management of all Recovery Teams for quality assurance and major impact on significant recovery expenditure
- Manage all recovery and vehicle relocation activities across major MPS events (Notting Hill Carnival/ New Year’s Eve/ Changing of Guard/ Passing Out Parades) / Op Bridges
- Manage all recovery operations during and post serious crime operations and terrorist events ensuring evidence is secure
MANAGEMENT OF CONTACT CENTRE OPERATORS
- Provide line and functional management of direct reports and coordinate shift patterns and priorities for all Contact Centre Operators
- Coordinate the activities of Contact Centre Operators to deliver on key metrics and targets, ensuring that In-House Recovery Team is fully utilised
- Maintain full ownership for the delivery of the Contact Centre service ensuring full compliance with statutory and mandatory MPS working practices
- Gather and analyse performance data and report on Contact Centre metrics to the senior leadership team
- Lead team reviews and huddles, ensuring that they are an open and safe forum for expressing concerns, where people can give feedback to others on day to day issues, treat meetings as a learning opportunity, whilst enforcing the team ethos
MANAGEMENT OF RECOVERIES CONTRACT
- Driving and holding to account contractual KPI targets of recovery providers through fast-time asset deployment management principles using the latest technology
- Liaising with provider control rooms and Police Officers who are awaiting our services to ensure effective and efficient recoveries, minimising any unnecessary officer dwell times
- Responsible for financial decisions in relation to the restoration of vehicles, including recovery and storage costs for all appointments
- Liaising with victims of crime and both Insurance and Finance companies
- Conduct thorough audit process to ensure no charging grid errors, locate and highlight any such financial discrepancies and provide written reports to limit any financial losses
Ways of Working & Continuous Improvement
- It is every MPS colleague’s duty to ensure that innovation and continuous improvement are at the heart of what we do for our customers, whether they are internal or external
- Champion change and improvement within your work, identifying areas of waste, rework, duplication or frustration
- Identify bottlenecks and causes of complaint from customers
- Suggest improvements and ideas to management
- Understand the team’s key performance indicators and your role in achieving them
- Lead daily huddles and contribute accordingly
- Adhere to any productivity target that is set based on demand and expected performance
- Take part in root cause problem solving initiatives and other projects on a regular basis to ensure that MPS consistently improves in every way possible
- Keep up to date with changes to policy and working practices
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/
To apply, please visit our website. Applications will be via a detailed CV and an online application form.
Completed applications must be submitted by 5th June 2021.
Please note that applicants who are members of the European Economic Area (EEA) are required to apply for settled or pre-settled status. If this is relevant to you and you have not yet applied to the EUSS, please take the time to do so before the deadline on 30th June 2021 at www.gov.uk/eusettlementscheme
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.
ESSENTIAL CRITERIA:
- Proven management and team leadership skills
- Excellent communication skills both written and verbal
- Excellent communication and interpersonal skills, with the ability to communicate and engage with staff, customers and officers at all levels
- Excellent customer service skills in order to provide a professional service to both internal and external customers in line with MPS policy and legislative requirements
- Proven ability to prioritise demands with a focus on customer service, especially when under pressure
- Strong team player with partnership working ethos
- Strong attention to detail and accuracy
- Ability to learn new things and strive in a constantly changing environment
- High level of knowledge and previous experience in dealing with vehicle recovery practices
- Experience in effectively and professionally dealing with external partners and internal stakeholders of all levels
- Ability to work under pressure and to tight deadlines ensuring to obtain all attention to detail
- Methodical and thorough approach
- Effective decision making based on sound judgement
- Evidence of priortising workload to ensure service delivery and meeting deadlines
- Ability to supervise staff and processes or demonstrate ability to do so
- Ability to work without close supervision, to make decisions and establish priorities amongst conflicting demands
- Communicate effectively, at a variety of levels, both within the MPS and with members of the public and external agencies
- A high level of interpersonal skills, demonstrating an ability to develop and maintain positive working relationships and to use own initiative to make sound and fair decisions
- Ascertain a methodical and flexible approach to work with the ability to plan and prioritise workload and allocate tasks
- Able to lead daily team performance huddles and be responsible for process improvement through identification of waste, frustrations, and problems
- Manage shared mailboxes and dealing with any queries or concerns that may arise, both internally and externally
- Able to lead continuous improvement exercises with team members
- Self motivation and a great eye for detail
- Experience of working with various stakeholders within a large organisation including managing expectations and dealing with conflicting requirements and priorities
- Flexible and adaptable approach to short notice work related demands
- IT literate with the capacity to learn new applications
- Previous experience of working in a culture of continuous improvement particularly around technology and service enhancing areas of delivery
- Good risk management skills
- Experience within a Customer Service Environment and managing high volumes of customer demands both internal and external
DESIRABLE CRITERIA:
- Competent in interpreting/analysing performance metrics to identify issues and improvement opportunities
- CAD and PNC via CAD (and their future replacements) skills, with training provided where necessary
- Access to CRIS and ELVIS
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.