NDAO - Capacity Officer - 12 month Fixed Term Contract in London

Police Digital Service (PDS) is recruiting on behalf of the NPCC National Data & Analytics Office (NDAO) a dedicated national capability transforming data use in policing. The Demand Support role provides essential coordination, triage, and administrative support to manage and prioritise incoming demand across the NDAO. This position ensures that requests from police forces, partners, suppliers, and internal teams are captured, assessed, routed, and tracked effectively, enabling smooth delivery of NDAO services and programmes.

Working as part of the NDAO Demand & Engagement function, the postholder will maintain oversight of all operational requests, support planning and prioritisation activity, and help ensure that enquiries and tasks are progressed efficiently and transparently. This role is vital in supporting NDAO's goal of providing a consistent, reliable, and responsive national service.

Key Responsibilities

• Act as the first point of contact for incoming demand to the NDAO, including service requests, enquiries, and task submissions.
• Log, categorise, and triage incoming demand in accordance with established workflows and service models.
• Coordinate with product leads, programme managers, technical teams, and other stakeholders to route requests appropriately.
• Maintain accurate records of demand volumes, statuses, SLAs, and outcomes.
• Support prioritisation activities by preparing dashboards, reports, and summaries for leadership and governance groups.
• Monitor deadlines, follow up on outstanding items, and ensure timely responses to stakeholders.
• Assist in scheduling meetings, workshops, and reviews linked to demand management activities.
• Support continuous improvement of demand management processes, tooling, and service pathways.
• Contribute to the development and maintenance of guidance materials, FAQs, and communications that help forces understand how to access NDAO services.
• Build effective working relationships across internal teams, policing partners, suppliers, and external stakeholders.
• Escalate risks, issues, or bottlenecks affecting service delivery.
• Provide general administrative support to the Demand & Engagement function where required.

What you need to succeed in the role

• Experience in a coordination, business support, service desk, or administrative role within a complex organisation.
• Strong organisational skills, with the ability to manage multiple tasks, requests, and priorities simultaneously.
• Excellent written and verbal communication, with the ability to work professionally with diverse stakeholders.
• Ability to follow structured processes and maintain accurate records and documentation.
• Strong problem-solving and attention-to-detail skills.
• Proficiency with common digital tools and platforms (e.g., Microsoft 365, ticketing or workflow systems).
• Ability to work effectively in a busy, dynamic and rapidly changing environment.
• A proactive and customer-focused approach.
• Experience in policing, government, technology, or data-related environments.
• Understanding of demand management, service delivery, or portfolio management processes.
• Experience with service management tools (e.g., JIRA, ServiceNow, Azure DevOps, or similar).
• Experience creating dashboards or reports using Excel, Power BI, or equivalent tools.
• Familiarity with national policing structures and stakeholders.

Diversity, equity and inclusion

We are committed to equal opportunities for all and will not discriminate on any grounds. We encourage applications from people from the widest possible span of experience. All applicants will be considered without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, parental status, nationality, neurodiversity or disability status.

Working Arrangements

This is a remote role with some national travel required to attend meetings. All applicants must be eligible to undergo NPPV3 (Non Police Personnel Vetting Level 3) and SC vetting clearances. Successful applicants will require NPPV3 clearance to have been cleared before starting with PDS.

Please note, we may choose to close the advert early if we receive a high volume of applications for this role so please endeavour to complete your application as soon as possible.