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Public Service Centre Operations Manager

Posted 2 February by Hays Specialist Recruitment Limited Easy Apply Ended

Challenging Contact Centre Manager job Bridgend £40k plus fabulous benefits

Your new organisation:

South Wales Police (SWP) are the largest police force in Wales. With over 5,000 staff they deliver police services to 42% of the population - 1.3m people. They are a police force that is determined to be the best, to keep innovating and to embrace technology. From their newly expanded and revamped headquarters in Bridgend, they police a varied region including the cities of Cardiff and Swansea in their mission of "Keeping South Wales Safe".
The location has a huge range of benefits, being just off the M4 it is easily commutable from South, West and East Wales and as far as Bristol, it's also just minutes from the picturesque beaches and countryside of the Vale of Glamorgan.

Your new role:

In order to deliver the force's mission, SWP have created a challenging new role for a high performing people leader and professional operations manager to lead their 300 strong 24/7 police control room. Reporting to the Superintendent of this dynamic public services centre, you'll take full responsibility for the departmental and performance management of this key public facing team as they deliver their day to day services to the South Wales public.
The passionate and experienced team is made up of the Bridgend-based Public Service Centre team, front desk staff in the regional police stations, as well as a crime integrity team and a telephone research unit. In addition to day to day operational responsibility this is a true, leadership role with staff motivation, development and wellbeing at its centre. A key responsibility of this role will be to facilitate any necessary service transformation and cultural change and be focussed on the continuous improvement of services required in the changing world of modern policing.

What you'll need to succeed:

This strategic and operational leadership role requires a specific blend of skills and experience; you'll be a proven leader in the field of contact centres or be able to demonstrate transferrable skills to deliver the best possible contact centre performance for the communities of South Wales. Having leadership experience of a sizeable team in a performance-driven culture is essential. You'll have experience of operating through times of change and transformation in medium to large scale organisations. In terms of your approach, you will need resilience and enthusiasm to manage this challenging, dynamic 24/7 environment - you will be an innovative and open minded manager who takes ownership, supports and inspires their team and is collaborative.

What you'll get in return:

This role is based in the state of the art South Wales Police Headquarters in Bridgend. The working hours are 37 hours per week, Monday to Friday with agile working available. There will be the occasional requirement to work later in the day or at the weekend due to operational demands.
The salary is £40,000. In addition you'll receive 24 days annual leave per year + bank holidays and access to the desirable Local Government Pension Scheme.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call Jackie Taylor now. Closing date is midnight Sunday 18th February.

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Required skills

  • Contact centre Manager

Reference: 34383809

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