Head of Customer Relationship and Operations

**Job Title**:Head of Customer Relationship and Operations**

**Salary: The starting salary is £76,843, which includes allowances totalling £2,841.**

**The salary is broken down as £74,002 basic salary, which will increase annually until you reach the top of the scale £85,474. Plus, a location allowance of £1,841 and a non-pensionable allowance of £1,000.**

**Location**: Charlton Car Pound**

The vision of the Metropolitan Police Service (Met) is to make London safe for everyone. We are radically changing to deliver high-quality policing services in a more efficient and cost-effective way, in line with the Mayor of London’s Police and Crime Plan. Changing operational demands affect the size, make-up and deployment of our services. This role will lead vital operational support services to frontline officers and staff, from all business groups, which in turn will enable them to police London to the best of their ability to keep the public safe. Responsible for the leadership of the VRES Senior Leadership Team (SLT) and Operational delivery on a day-to-day basis whilst the Deputy Director of Operations (VRES) focuses on strategic direction of VRES and representation of the MPS on a National stage.

**Key Responsibilities**
- Provide executive support to the Deputy Director of Operations, and lead the Senior Leadership Team, on process improvement, regulatory compliance, general administration, governance and business development.
- Deliver the day-to-day Operational success of VRES and ensure completion of improvement initiatives, personally taking accountability for resolution of customer, process, risk and safety issues.
- Ensure that performance, risk, and impact are monitored, managed and continuously improved.
- Ensure that VRES achieves its business objectives and creates an environment that promotes staff commitment to the achievement of the organisational vision, mission, and strategy.
- Plan, advise and lead the activities of management and technical personnel to ensure consistency of goals, policies, technical and administrative procedures, and management direction.
- Deputise for the Deputy Director of Operations in internal facing responsibilities, ensuring that the SLT are led to deliver the objectives and KPIs within each department of VRES, addressing performance problems when they arise.
- Lead and deliver a complex, high risk operation in respect of vehicle recovery, property storage and forensic exhibits.
- Ensure delivery of £14m per annum in income for the MPS and responsibility for overall management of third-party contracts delivery through defined SLA’s, KPI’s and performance management meetings with providers.

**Key Result Areas**:

- Plan, organise and control the work of an entire customer service department to deliver excellent customer experiences.
- Deliver the logístical needs of nearly 35,000 officers and staff across London and beyond.
- Provide senior leadership expert guidance on delivery of excellent customer experiences to enable them to achieve their business objectives.
- Balance competing and contradictory customer demands across long time horizons and multiple geographies.
- Identify, develop, and deliver strategy and governance improvements and contribute towards the development of strategic direction, key objectives and financial success factors.
- Ensure full compliance of all functions with H&S, COSHH obligations and statutory or regulatory requirements.
- Lead the SLT and operational managers in contingency planning, e.g. fuel crisis, surge demands.
- Deliver daily, weekly, and monthly balanced scorecard targets and report on KPIs for relevant service areas and contracts.
- Direct the collection of customer requirements and ensure accurate translation into critical to customer success performance measures.
- Deliver on weekly and monthly financial and HR metrics for all departmental activities.
- Develop budgets, policies, and procedures to support the functional infrastructure and work with direct reports to ensure that performance, risk and impact are managed and continuously improved.
- Be fully accountable for the success of customer facing services, functional targets, achievement of all departmental KPIs and the continuous development of departmental staff.
- Establish and deploy balanced resourcing levels to provide effective and efficient 24/7 call centre response to meet MPSs’ requirements, taking due account of the welfare of support staff.
- Develop and maintain good working relationships with all key stakeholders, executing best practices and measuring performance through agreed KPIs and SLAs.
- Evaluate the performance of direct reports and determine training needs, organise appropriate training interventions in line with PDPs, career progression plans and future business requirements in keeping with HR policies and procedures.
- Support the delivery of ad hoc programmes, projects and continuous improvement initiatives within the vari