Contact Management Operations Manager

Force Headquarters
Call Centre (Contact Management)
B - Contact Management Dept.

£39,183 - £42,597

Full Time
37 Hours
Suitable for Job Share, Flexi-time, Part Time
Are you an enthusiastic and people focused leader who can work in a dynamic, fast paced environment where you really can make a difference every single day?

Do you have a continuous improvement ethos and enjoy working with others to improve performance and develop your teams to lead and deliver change?

Are you ready for a new challenge to deliver excellence in public contact?

If so, Contact Management (CMD) are currently recruiting for an Operations Manager to join the departmental Senior Leadership Team (SLT).

CMD is a large and diverse workforce which employs 275 staff responsible for managing and resourcing public contact and incidents. This includes dealing with over 176,000 emergency calls, 307,000 priority calls, in addition to tens of thousands of emails and call backs, as we respond and manage numerous serious incidents and crimes each year.

Our people are our biggest assets; they do an amazing job 24/7 under difficult circumstances and conditions. As part of a supportive and forward thinking SLT, you will play a critical role in leading a culture where staff feel valued and supported in their roles .

Departmental resourcing and performance is absolutely critical to enable us to provide the best service to the public of Leicester, Leicestershire and Rutland and to support our Police Officers and Police Staff in their roles. Working as part of the CMD leadership team you will ensure that the departmental operations resources are managed and deliver to the required performance standards and will be committed to delivering a great customer contact experience through a variety of customer contact channels.

No two days will be the same as you will oversee strategic performance of delivery, recruitment, succession planning and training and be responsible for shaping and implementing the strategic direction of the department, as well as implementing change.

Not only will you be an excellent communicator at various levels within the organisation, you will also have a proven track record of managing individual and team performance.

There is no place quite like CMD, you will feel it from the moment you start, this is a department that knows the meaning of team work and how to support each other at times of need.

If you would like further information, please call 0116 222 2222 and ask to speak to Supt Steve Durrant for an informal discussion.

Closing date: 4th October 2022 at 23:55
Provisional dates for interview: 12th and 21st October 2022

Due to vetting requirements, all candidates must have five years continuous UK residency at the point of application, to be eligible to apply.

Contractual job title: CDM Operations Manager