Project Support Officer Secondment Until March 2024

3 weeks ago

Birmingham, United Kingdom West Midlands Police Full time

**Role: Project Support Officer Fixed Term Contract until March 2024**
**Grade: Grade 4**
**Salary: £23,331-£26,565**
**Closing Date: 26th January 2023**

**Secondment Until March 2024**

Corporate Asset Management is seeking a Project Support Officer who is motivated and methodical and who has a passion for delivering excellent customer service. The post holder will drive delivery and operational performance, by training, mentoring and coaching the project delivery team to ensure that there is the resource to deliver project goals. This is a demanding role which will monitor service delivery against agreed performance targets, service level agreements and statutory regulation, whilst being at the forefront of delivery of transformational change in the service area, within Enabling Services and across the organisation.

**Responsibilities**:

- Development and management of first class, multi-channel, customer focused services
- Work as part of a collaborative goal orientated team focused on achieving project outcomes.
- Deliver services that are on time and right first time.
- Actively promote the use of self service and new ways of working to customers.
- Develop and maintain knowledge across all areas within the remit of the role (policies, processes, systems, service level agreements and performance targets).
- Supervise, plan and drive the day to day delivery and performance of the end to end operations of the service delivery area.
- Coach, mentor and train the project delivery teams, creating a professional environment and promote achievement orientated teams, ensuring that the teams have the correct skills, competencies and resource levels to deliver.
- Promote a culture of customer focused service delivery in all team members, ensuring that ideas for service improvement are actively encouraged.
- Monitor service delivery ensuring (including DIP sampling) that a high level of quality is provided at all times and that services are delivered against agreed service level agreements, governance, performance targets, audit controls, Force policy and statutory legislation.
- Effectively deal with escalated customer complaints.
- Deliver change work streams/projects in line with the 2020 blueprint, vision and transformation programme plan to deliver significant transformational change.
- Prepare the service for Audit inspections and implement and embed agreed recommendations.
- Produce accurate data, including performance management and management information
- Ensure the intranet and self-service portal are up-to-date with key service information and provide customers with self-service access to services

**Skills and Competencies**:
**Essential**:

- Be a clear communicator with good communications skills both verbal and written.
- Can collaborate and can engage with people at all levels.
- Has good presentation, change management and influencing skills.
- Manages resources (directing, supervising, coaching, motivating, developing and improving the performance of others) and plans for high performance to gain the maximum benefit.
- Is goal orientated, achieves outcomes for customers - is customer and outcome focussed.
- Uses initiative, is innovative and delivers change.
- Possesses a high degree of accuracy and attention to detail.
- Can analyse data and prepare recommendations.
- Highly motivated & resourceful with excellent problem solving skills.
- Inquisitive, flexible and adaptable and able to learn new processes and systems quickly and effectively.
- Able to work effectively as part of a team and deliver results in a highly pressured environment.
- Able to prioritise and manage own workload and that of others.
- Is IT literate, including the effective use of MS Office and core systems within Shared Servic
- Experience of working in a transactional & customer service delivery environment
- Experience of directing, supervising, coaching, motivating, developing and improving the performance of others.
- Good knowledge of the Force People policies, MoPI, and Detained Property policies.
- Knowledge of what excellent service delivery looks and feels like.
- Experience of detained property, tape library, crime and non-crime filing (service catalogue, policies, processes, systems, service level agreements and performance targets).
- Experience of delivering initiatives/projects that increase efficiency, reduce cost and improve the overall customer experience.
- Experience of developing and maintaining, standard operating procedures, processes and audit controls.
- Experience of monitoring service delivery & quality and producing useable performance and management information.
- Experience of developing strong working relationships with a wide range of stakeholders.
- Experience of managing own workload and that of others.
- Experience in manual handling and warehouse experience

**Desirable**:

- Experience of working in and supervising a progressive fast paced customer service environment.

**Hours**:

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