MetCC- Head of Public Contact and Service Delivery

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MO12 MetCC
Lambeth
LAMBETH HQ
Band A
Full Time
36 hours per week
Permanent

Job Title: MetCC - Head of Public Contact and Service Delivery

Salary: £69,161 to £79,882 plus a Location allowance of £1,721. You will receive £69,161 the band minimum. Progress to the band maximum of £79,882 will be via incremental progression.

Location: Lambeth

 


The Metropolitan Police Service has a mandate for change to ensure that it delivers the best possible policing for London, driving forward the Commissioner’s mission of more trust, less crime, high standards. MO12 (Command and Control) is at the forefront of this as the organisation embarks on a programme of reform and modernisation. The transformation of the organisation has already started through a series of newly commissioned work streams that provide a lens to the most critical areas of the business that need reform. The role of Head of Public Contact and Service Delivery at MO12 is a role that will be instrumental in this ambitious transformation. 

This role provides leadership to a team of 3 senior service managers, reports to the OCU Commander and is part of the extended MO12 Senior Leadership Team.  The purpose of the role is the management of our command’s public contact areas including First Contact centres, Despatch and Digital Contact. Driving a performance culture across the command, ensuring service delivery within our agreed service levels and KPI’s.  Working with operational leaders to identify improvement initiatives for First Contact and to ensure that performance and impacts are monitored, managed and improved in line with strategic priorities. As a key leader within the management team, the role holder will direct, lead and manage operational delivery whilst also developing and nurturing excellent relationships with peers, their workforce and key internal and external stakeholder groups

 

Key Responsibilities:

  • Provide senior leadership and expert guidance on service delivery, to enable MO12 to achieve their business objectives
  • To be accountable for the current and future Service Levels and KPIs. Working with operational leaders to identify improvement initiatives for First Contact and to ensure that performance and impacts are monitored, managed and improved in line with strategic priorities.
  • To appropriately manage high levels of risk in the Service and to ensure effective service delivery to the public.
  • Work closely with external partners to understand the needs of the public and appropriately manage risks and public confidence and anticipate and respond to new and emerging threats.
  • Effectively manage the MO12 budget in relation to staffing costs and overtime. Staffing accounts for 99% of MO12’s £115.5m budget.
  • Improve performance, against Service Level Agreements and KPIs, by implementing and monitoring action or rectification plans where appropriate
  • Develop a Performance Framework across all MO12 services to help prioritise resourcing, manage risk, produce forecast plans and to drive performance decisions to maintain and improve service delivery.
  • Manage MO12 Risk Management process, reporting on key risks, issues and actions taken, ensuring that concerns and recommendations around action or escalation are clearly articulated.
  • Act as a SME and a key point of contact for Service delivery to MO12 teams.
  • Develop and maintain MO12 Business Continuity plans to ensure key services are available without significant delay in an emergency situation.

 

 

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 and online application form. 

Completed applications must be submitted by 29/05/2023.

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.

www.metpolicecareers.co.uk

Skills & Knowledge

The successful candidate will have:

  • Understanding of Service environment – knowledge of how to provide enabling services to the public/customer
  • Understanding of relationship management and key performance indicators, dashboards and reporting.
  • Understanding of political, legislative and regulatory constraints
  • Knowledge of business assurance activity including business continuity and managing risk
  • Knowledge on Health and Safety in the workplace
  • Strategic management and ability to produce and implement strategies and plans
  • Ability to operate in a complex organisational environment
  • Ability to provide clear leadership across a breadth of functional areas
  • Effective conflict and issue resolution skills.
  • Ability to influence senior business personnel and senior executive management in challenging situations.
  • Excellent all-round communication skills up to board level
  • Excellent stakeholder and supplier management.
  • Ability to contribute convincing and cost justifying business cases
  • Ability to apply commercial principles when negotiating that will lower the cost or provide best value to the organisation

Experience

  • Experience of managing people
  • Experience of Performance Management and KPI delivery
  • Experience of managing within a service delivery environment
  • Proven experience in developing and implementing customer engagement strategies preferably in a uniformed/statutory or similar service
  • Has led, or played a significant part in, a formal Operational Planning process from a demand management side
  • Adept at working collaboratively with peer group and other stakeholders to drive improvements in customer experience
  • Has experience of analysing, interpreting, and evaluating complex business and customer requirements
  • Experience of implementing Performance Frameworks across multi functional service areas

Application Process:

  • Application and CV via Oleeo
  • You should aim to present your evidence within a guidance of 350 words per example
  • Failure to do so will be subject to scrutiny, with a judgement of necessity to deviate from this guidance.
  • Paper sift (observed by PCS/Police Federation Representatives)
  • Presentation and Interview

 


Met CC Chief Superintendent
The following competencies will be tested against during sift:
  • We are innovative and open-minded at level 3
  • We analyse critically at level 3
  • We are collaborative at level 3
The following values will be tested against during sift:
  • Integrity 
  • Professionalism 

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.

Disability Confident Employer

This opportunity is closed to applications.