OCC Communication Supervisor - Full Time in Exhall

The main purpose of the role is to supervise staff and the overall performance of the Operations and Communications Centre ensuring that a high-quality service is delivered to members of the public, police officers and partner agencies across Warwickshire Police. Ensure that the response to all incoming contact is managed effectively meeting organisational and national standards, prioritising the highest risk.

Main Responsibilities:

• Effectively supervise the management of calls for service and management of incidents, ensuring that service delivery standards are met and prioritisation is given to those most vulnerable.
• The initial assessment, authorisation and management of incidents where a vehicle pursuit is required, in line with APP Roads Policing.
• Support the analysis and interpretation of performance data and identify recommendations for continual improvement of service.
• Deliver and monitor operational quality assurance, dealing with escalations and internal/external complaints relating to service delivery ensuring compliance with national policies, guidelines and Force service standards.
• Supervise staff and ‘real time’ contact demand, utilising all available performance management tools.
• Maintain sufficient staffing levels to meet service demand as required by internal and external customers.
• Provide operational support to the FIM (Force Incident Manager) as required in relation to management of major and critical incidents.
• Work with stakeholders to ensure service delivery is maintained within the OCC through any system outages, implementing full Business Continuity Plans/Disaster recovery, including that of the critical 999 lines to ensure that Warwickshire Police emergency service is maintained at all times.
• Be responsible for people management activities, including absence management, performance reviews, providing and delivering evidence for furtherance of capability and disciplinary procedures.
• Maintain up-to-date knowledge of IT systems, security of information and working practices.
• Conduct employee communication briefings, encourage team working, share best practice and develop level of competence of OCC staff through mentoring and coaching.
• Manage small projects.
• Undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.

Knowledge:

• 5 GCSE’s at Grade A-C or equivalent, including English Language and Maths.
• NVQ Level 3 Supervisory qualification or equivalent.
• Desirable: Knowledge of National Contact Management Principles and Guidelines, National Standards of Incident Recording and Incident Deployment Principles.

Experience:

• Proven experience of managing staff in a supervisory capacity within a contact centre / emergency service environment.
• Experience of mentoring, tutoring and/or coaching staff.
• Desirable: Management of small projects.

Key Skills:

• Ability to analyse and interpret performance reports, supported by IT Systems.
• Proven ability to work to strict deadlines, managing a variable and diverse workload.
• Proven ability to communicate verbally and in writing with a wide range of people, including conducting employee briefings.
• Ability to analyse, review and present information in various formats.
• Ability to work on own initiative and as part of a team.
• Coaching and Facilitation Skills.
• Objective thinking, good investigation, problem solving and decision-making skills.
• Proficient in use of IT systems including Microsoft Office.

Special Conditions:

• Shift working over a 24/7 period including night working.
• Dealing with disturbing/unpleasant situations.
• DSE Assessor Trained.
• Fire Co-ordinator and First Aid at Work duties.

We want our organisation to be as diverse as the community it serves. We welcome applicants from all sections of the community. You will be required as part of Warwickshire Police recruitment process to successfully complete vetting and credit checks.