Head of Contact Centre

Job Description

Head of Contact Centre - salary up to £77,524
This role is currently eligible for a market supplement in addition to the basic salary to reflect determined market conditions. Eligibility for and value of Market factors are reviewed on an annual basis and are not contractual. It can be confirmed, therefore, that a market supplement at the rate of "£10,000 (£pro rata)" per annum will be payable.

Are you looking for a chance to apply your skills and experience in a role where you can truly make a difference? Policing is going through significant change and we are looking for motivated people, committed to delivering the best service possible to the public to join us in this journey.

We are seeking an experienced leader, with a proven track record in public contact and the insight and knowledge of what makes a great contact centre, to join us to lead our award winning teams and service, and to drive forward a values led, professional response to public calls for help.

As part of the Response senior leadership team, you will be at the heart of providing support to the public in critical moments of danger, as well as responding to many other requests seeking help and support. The police emergency control room is a critical hub for public safety, ensuring swift and coordinated responses to emergencies, enhancing the efficiency of police operations, and ultimately protecting and serving the community.

This is an exciting opportunity to lead a team with a long-standing reputation for excellent service delivery. You will have the unique ability to shape the way we interact with our communities at the first point of contact. Joining us at this pivotal time means becoming an integral part of our journey and contributing to making a meaningful difference.

Our people are critical to the success of who we are, and as a leader you will be ensuring our values of caring, learning, courageous and inclusive are felt and lived in the way we work together and the service we provide. In this pivotal role, you will drive commitment to excellence in our service delivery, leading to outstanding performance and customer satisfaction.

If you are passionate about enhancing community engagement and driving excellence, then this could be the perfect job for you.

The role is based mainly onsite at Police headquarters in Portishead with occasional visits to our Bridgwater Police Centre

Main responsibilities:

  • Lead and manage the effective deployment function across the service to ensure quick and effective emergency response, meeting organisational performance goals.
  • Utilise industry-specific technological expertise to identify operational solutions that align with and support the future vision of public contact.
  • Driving the organisation in digital transformation, by making proactive recommendations for enhancements and new technologies to meet increasing demands for digital services.
  • Promote the service and identify areas for improvement through collaboration and the development of efficient working relationships with internal and external stakeholders.
  • Collaborate with internal and external stakeholders to maximise opportunities, build strong relationships and community networks, enhance public confidence, promote innovation, and ensure efficient use of resources and best value in delivering public contact.

 Essential Skills and Experience:

  • Proven track record of leading and delivering improved or sustained performance in public contact within private, commercial, or blue-light settings.
  • Demonstrated ability to build credibility and relationships at the chief executive/board level, providing strategic advice on contact centre service delivery based on professional expertise.
  • Experience of implementing successful development, change and innovation with a large contact centre
  • Proven experience of managing large teams and other senior staff, with the ability to develop and motivate a team and create strong engagement and vision in line with organisational values and strategic priorities
  • Ability to contribute to resource planning, to manage financial budgets and utilising commercial acumen to make risk-based decisions that deliver effective outcomes within the resources allocated

Employee Rewards and Benefits:

Our employee rewards reflect our culture and go beyond just salary. We offer a comprehensive package of financial, lifestyle, and health benefits to support you at every stage of life and in the moments that matter. Our rewards include a pension scheme for financial security, occupational health services and an employee assistance program for health and wellbeing, and lifestyle perks such as gym memberships, online retail discounts, and savings on dining out.

To apply for this role, please send your CV to talentpolicestaff@avonandsomerset.police.uk, alternatively, if you would like to find out more about the opportunity, please contact Katie Weetch at: katie.weetch@avonandsomerset.police.uk

About us

Diversity is a strength and individuality is an asset.

We recognise the benefit different life experience and perspectives can bring.

We are on a journey to become the most inclusive police force in the country. 

Find out more about our benefits and culture

Click the video link below to see why our colleagues feel they can "Be the Difference"

Under the provisions of the Local Government and Housing Act 1989 this post is politically restricted.  In order to avoid any potential conflict of interest, a politically restricted post prevents an individual from having any active political role either in or outside the workplace

They are also restricted from canvassing on behalf of a political party or a person who is or seeks to be a candidate, and speaking to the public at large or publishing any written or artistic work that could give the impression that they are advocating support for a political party.