Service Delivery Manager – Contact Centre & Specialist Removals Team in Hampshire

Location: Charlton Car Pound SE7 7HY

Salary: The starting salary is £54,743.25 which includes allowances totalling £3,009 and a 12.5% shift allowance. The salary is broken down as £45,986 basic salary, which will increase annually until you reach the top of the scale £54,863. Plus, a 12.5% shift allowance, location allowance of £2,009 and a non-pensionable allowance of £1,000.

Vehicle Recovery Examination Services (VRES) is a key part of the MPS drive to tackle vehicle crime on the streets of London. Working in partnership with a number of external agencies and MPS contractors, we remove, recover, restore and dispose of vehicles that are involved in collisions; those involved in serious and organised crime that require forensic examinations; or those that are seized under Police powers for no insurance or unlicensed. We support frontline policing and operate 24/7/365; we have our own unique in-house policing team and a command-and-control team. We currently operate out of two forensic car pounds, Perivale, and Charlton. Processing over 36,000 vehicles, we deal with everything from two-wheel bikes all the way up to and including HGV’s. Our work has a direct impact upon the service the MPS delivers Londoners, and it is vital we are able to continue to deliver this service to meet current and future demands.

Right now, it is a particularly exciting time to join the team. We are currently undergoing a full business review aimed at identifying smarter ways of working and potential new growth opportunities both internal and externally. As part of the wider Vehicle Recovery and Examination Services (VRES) Senior Leadership team, you will be striving to keep London safe by ensuring a compliant, fit-for-purpose and available vehicle recovery, storage, restoration, and disposal service at the lowest possible cost to support operational policing demands and with a specific purpose.

• Continually improve service performance through day-to-day problem solving, to deliver a 24/7/365 service which provides the MPS with the capability to safely remove vehicles as directed by policing operations.
• Lead, direct, develop, coach and motivate staff within your respective teams in the achievement and coordination of the relevant policies, programmes and statutory obligations. Deliver line management responsibilities to direct reports and manage the operation effectively to deliver all service level agreements and achieve agreed key performance indicators.
• Drive operational delivery of the Contact Centre (control room) and Special Operations Removal (SOR) function in the pursuit of service excellence. Constantly looking at opportunities to further enhance and improve the transactional process from end to end to support frontline policing, striving to reduce officer dwell times through efficient vehicle recovery deployment and management.
• As the Service Lead, you will influence and support our operational customers in the delivery of planned, unplanned and covert events and operations, achieving objective goals in the most cost effective manner and the minimum of disruption to the public.
• To define, own and improve processes that underpin service delivery provided by VRES to our many customers both internal and external to the organisation.
• Develop and implement Health and Safety Policy and Environmental Policy issues covering all aspects of VRES. Advise on Legislation, Codes of Practice and general good practice for Health and Safety.
• Monitor and manage contractor activities, ensuring services are delivered to the agreed standards and where required escalate breaches and shortfalls and hold service providers to account.
• Track and analyse service trends and generate statistical reports, which identify areas of concern and opportunity.
• Ensure current systems of monitoring and control are fit for purpose and are delivering effective performance of the service. Take corrective action where improvements are necessary to meet service, financial performance and risk management standards as measured against competitive benchmarks.
• Ensure measures are in place to effectively deliver statutory and compliance functions undertaken within VRES, including all work undertaken by partners of behalf of the MPS, (including H&S, GDPR and MoPI) and that the monitoring systems are fit for purpose.
• Responsible for the creation of a high performing culture within respective teams, managing the development and motivation of their staff through consistent delivery of corporate and departmental initiatives through display of own actions and behaviours.
• Developing processes to maximise efficiencies through innovative operational developments, process re-engineering and technological enhancements.

Successful candidates will be expected to remain in their initial role for 2 years before applying for any other internal roles.

Essential Skills, Knowledge and Experience:

• Due to the reach of VRES, the role holder must have an in depth understanding of operational policing requirements, or equivalent, and priorities and be able to translate this into service delivery. This will cover knowledge of businesses, functions and processes in a changing and dynamic operational environment.
• Understanding of significant complex legislative and regulatory constraints, examples include but not limited to – RTA and PACE legislation, public order, road death investigation practices, vehicle recovery including loading and unloading and transportation legislation.
• Ability to manage own workload to deliver to deadlines and knowing when to seek support when needing to balance conflicting operationally urgent and important tasks.
• Ability to think strategically, continuously improve and develop innovative and practical responses to a range of performance and service issues.
• Effective communication (both oral and written) adapting to the audience needs including the ability to influence, negotiate and effectively resolve conflict.
• Managing relationships, strong knowledge of the theory and practice of relationship management.
• Overseeing operations, deep knowledge of policing operations both reactive and planned, tasking and deployment and vehicle recovery including incident manager.
• Leading people and change, including good knowledge of the theory and practice of leading successful project and programmes both project management and HR change management.
• Can travel across London and occasionally outside as required, full UK car licence required.
• Proficient in the use of Police databases including but not limited to CAD, PNC, CONNECT, IIP and external databases including but not limited to NAVIGATE, Experian, HPI and HPI Crushwatch.
• Expert knowledge, experience and understanding in all types of vehicle recovery operations. Holder or working towards holding both VR21 and VR24 modules.
• Proficient knowledge of ELVIS including report design and interrogation.

The following competencies will be tested against during sift:

• We take ownership at level 3
• We analyse critically at level 3
• We collaborate at level 2

The following values will be tested against during sift:

• Integrity
• Accountability

Disability Confident Statement: The Met is committed to being an equitable (fair and impartial) and inclusive employer for disabled people, striving to have a diverse and representative workforce at all levels. We encourage applications from people from the widest possible range of backgrounds, cultures and experiences. We particularly welcome applications from people with disabilities and long-term conditions, ethnic minority groups and women. As a Disability Confident Leader, the Met has committed to making disability equality part of our everyday practice. We ensure that people with disabilities and those with long term conditions have the opportunities to fulfil their potential and realise their aspirations. The Met is committed to making reasonable adjustments to the recruitment process to ensure disabled applicants can perform at their best. If you need any reasonable adjustments or changes to the application and recruitment process, we ask that you include this information within your application form. All matters will be treated in strict confidence.