CR&ED Service Delivery Manager

In this newly developed role, you will bring together the leadership of both control rooms and police enquiry centres to ensure an effective service is provided to customers. You will evolve and develop force policies and strategies in respect of contact incident management to meet customer needs, maximise the benefits of emerging technologies and ensure implementation of home office guidance. You will work very closely with the Head of the OCU and Force Senior Management Team and through effective leadership and the management of budget and resources you will ensure delivery of a high quality and value for money service to customers.

You will be able to deliver results by managing the performance of large team, and will be able to negotiate with senior leaders and external stakeholders. You will have recent experience of being a senior manager in an inbound call centre and will have a detailed understanding of call demand and management. The ability to analyse and understand statistics are essential along with the ability to manage budgets. A high level of understanding of ICT systems and industry specific technologies is necessary. You will also have a Diploma in Management Studies or equivalent, or the equivalent in management experience.