Senior Reservations Manager

1 week ago


Northallerton North Yorkshire, United Kingdom North Yorkshire Police Full time

Are you an experienced leader with a passion for customer service and public safety? You will lead a dedicated team of Communications Officers and Dispatch staff, ensuring they deliver high-quality service in line with National Standards of Incident Recording (NSIR), National Contact Management Strategy, and National Crime Recording Standards (NCRS). Lead, motivate, and mentor your team to achieve their best performance.
Service Delivery and Enhancement:
Coordinate responses to incidents, maintaining dynamic deployment strategies.
Monitor and enhance service standards to meet corporate targets and performance indicators.
Liaise with other emergency services for effective service delivery.
Operational Management:
Oversee emergency 999 and non-emergency 101 calls, emails, and online communications.
Manage the day-to-day performance of the team, ensuring compliance with national standards.
Ensure compliance with policies for Domestic Abuse occurrences and other critical incidents.
Handle and resolve challenging calls and initial complaints.
Maintain up-to-date knowledge of developments within the field.
Facilitate out-of-hours call-out procedures and provide IT support to FCR staff.
Performance and Financial Management:
Monitor and audit performance standards, ensuring targets are met.
Relevant experience in an emergency service customer contact centre.
Strong communication and customer service skills.
Knowledge of contact centre software, telephony, and routing.
Understanding of service level requirements and corporate targets.
Security vetting and medical clearance are required for this role.
Occasional work outside normal hours and deployment to other locations as directed.
Working for the emergency services is truly rewarding, and we want to inspire all colleagues to achieve their full potential. Everything we do has a direct impact to the service our organisation delivers, and each of us contributes to ensuring our communities continue to feel safe.
Youll be welcomed into an organisation that is committed to ensuring everyone is treated fairly and supported equally. We value different perspectives, skills and experiences and we care about the well-being of our staff, and actively support people so they can perform to their best.
Staff support networks
~ Training and development
~ Excellent government pension scheme
~ Access to onsite Health and Wellbeing services
~24 days holiday entitlement, increasing to 30 days with length of service (plus bank holidays)
~ Access to discounts at major retailers
~ Inclusion and Diversity support networks

We have a positive action team who are dedicated to supporting you through your application and beyond. If you feel you need any reasonable adjustments to help reach your potential, please contact our Positive Action Team.
Please submit your application for further information on this opportunity, please contact Alison Godfrey, Service Delivery Manager,



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