Control Room Performance and Demand Manager

Derbyshire, Force Headquarters
Fixed Base Worker
Call Centre (Contact Management)
Contact Management and Resolution Centre (CMARC)

£35,307 - £42,597

Suitable for Job Share, Flexi-time, Part Time
Make a difference where it truly matters.

We are looking for four, dynamic individuals to join our Contact Management department, in this new and critical role to the organisation.

As a Performance and Demand Manager, you’ll be part of the Senior Management team, taking accountability for improving performance, standards and quality of service delivery in this bustling work environment.

Taking responsibility for delivering department results, you’ll motivate and develop a high performing team of approximately 60-70 colleagues per shift, including Contact Handlers, Dispatchers and Supervisors. You’ll work together to provide a first-class service to the public, while supporting and empowering individuals within the team to realise their full potential.

Driving continuous improvement, you will have an integral role in transforming this essential service, ensuring that as a team we continue to meet demands and exceed service level agreements, to effectively support the public when they need us most.

As well as previous experience of managing a busy contact handling work environment, we are looking for dedicated, resilient leaders that are natural collaborators. In return, every day will be different, offering both challenges and fulfilment in this critical role, responding to both emergency and non-emergency calls.

Shift patterns cover a 24-hour, 7 day a week operation; if successful, you will be offered a rotating shift pattern of 4 days on and 4 days off which includes two days shifts (7am-7pm) followed by two night shifts (7pm-7am). As well as an attractive salary, you will receive additional enhancements to reflect the shift and weekend working, including a 20% shift allowance and weekend hours payment where applicable.

Please note that, due to the nature of security checks undertaken, applicants must have 5 years’ continuous residency in the UK up to the date of the application.

As part of your application, you must provide both a CV and Supporting Statement, stating how you meet the essential/desirable criteria as listed in the job description.

Provisional date for interviews: 13th and 14th October 2022

Contractual job title: Performance and Demand Manager

This opportunity is closed to applications.