The Force Contact Supervisor will join a team of supervisors, working together to ensure staff are performing effectively and efficiently, maximising service delivery and performance. This role is essential in providing a positive working environment, embedding new ways of working into a new environment.
You will work closely with fellow Public Contact and Force Contact Supervisors providing support in the leading and development of all staff, necessary to ensure the department delivers a consistent message.
Key Responsibilities
Essential
- Assist support new staff and those requiring development in the role
- Contact customers for feedback on service delivery to improve customer satisfaction levels and reduce/resolve potential complaints at an early stage
- Quality assure interactions completed by Public Contact Officers and provide feedback to staff
- Manage the quality of self-generated logs and review scheduled appointments system for necessity and efficiency – you will be making dynamic decisions around Threat/Risk/Harm using the THRIVE + principles.
- Responsible for attendance management, staff wellbeing and conducting regular 1-1’s. - Facilitating/delivering relevant material on training days
Knowledge and skills
- Proven at leading people and delivering change.
- Have an effective and efficient customer service background, demonstrating a commitment to delivering a high level quality of service.
- Proven ability to work as part of a team & manage staff performance effectively.
- Clear decision making ability
- Effective communication and presentation skills.
- Knowledge of the National Decision Model and Thrive+ principles.
Vetting - Successful applicants will be required to pass Recruitment Vetting and Counter Terrorism Clearance scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process.
Medical - Appointment to this role will be dependent upon successfully medical checks, which may include a drugs test and if required a fitness test.
West Midlands Police is a Disability Confident Leader - the highest level an organisation can achieve under the scheme run by the Department of Work and Pensions. As part of our commitment we operate a ‘Disability Confident Interview Scheme’ - all candidates who declare a disability and meet the essential criteria for the role will be offered an interview.
It is important to note that there may be occasions where it is not practicable or appropriate to interview all disabled people who meet the essential criteria for the job. For example: in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. In these circumstances, the employer could select the candidates who best meet the essential criteria for the job, as they would do for non-disabled applicants.
“Diversity and Inclusion Vision: Maximise the potential of people from all backgrounds through a culture of fairness and inclusion to deliver the best service for our communities”
West Midlands Police is the second largest police force in the country, covering an area of 348 square miles and serving a population of almost 2.8 million.The region sits at the very heart of the country and covers the three major centres of Birmingham, Coventry and Wolverhampton. It also includes the busy and thriving districts of Sandwell, Walsall, Solihull and Dudley. Leisure, retail and conference amenities, together with Premiership and Championship football teams, attract millions of visitors annually.
The West Midlands is an area rich in diversity, with 18 per cent of its population from ethnic minority backgrounds.
An average of 170,000 motorists travel through the region daily, making its motorways some of the busiest in Europe.
Against this backdrop, the force deals with more than 2,000 emergency calls for help every day, as well as patrolling the streets and responding to incidents 24-hours-a-day, seven days a week.
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