Control Room 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? Join our dynamic team as an FCR (Force Control Room) Team Manager and play a pivotal role in managing emergency and non-emergency communications. 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).

Key Responsibilities:

  • Leadership and Staff Development:
    • Lead, motivate, and mentor your team to achieve their best performance.
    • Ensure staff are well-trained in systems, procedures, and relevant legislation.
    • Monitor staff welfare, especially during and after distressing incidents.
  • 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.
    • Ensure the Force Incident Manager is informed of any significant developments.
    • Manage the day-to-day performance of the team, ensuring compliance with national standards.
  • Problem Solving and Decision Making:
    • Make dynamic and effective decisions in high-pressure situations.
    • Manage resources efficiently to meet operational demands.
    • Ensure compliance with policies for Domestic Abuse occurrences and other critical incidents.
  • Communications and Engagement:
    • 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.
    • Participate in managing costs and creating efficiencies within the department.

Essential Skills and Qualifications:

  • Effective leadership skills with the ability to motivate and develop staff.
  • Relevant experience in an emergency service customer contact centre.
  • Strong communication and customer service skills.
  • Excellent decision-making skills and the ability to work under pressure.

Desirable Skills:

  • Knowledge of contact centre software, telephony, and routing.
  • Understanding of service level requirements and corporate targets.

Special Conditions:

  • Security vetting and medical clearance are required for this role.
  • The position requires wearing a uniform.
  • Occasional work outside normal hours and deployment to other locations as directed.

Working for us - what we can offer you

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.

In addition, we offer a range of benefits including:

  • 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
  • Unison recognised trade union
  • Inclusion and Diversity support networks

Positive Action

We, at North Yorkshire Police value difference. 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.

How to apply

If this sounds like an exciting opportunity, we want to hear from you. Please submit your application for further information on this opportunity, please contact Alison Godfrey, Service Delivery Manager,

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