Public Contact Officer Supervisor

2 weeks ago


Birmingham, United Kingdom West Midlands Police Full time

The Force Contact Supervisor will join a team of supervisors, working together to ensure staff are performing effectively and efficiently, maximising service delivery and performance. This role is essential in providing a positive working environment, embedding new ways of working into a new environment.

You will work closely with fellow Public Contact and Force Contact Supervisors providing support in the leading and development of all staff, necessary to ensure the department delivers a consistent message.

Key Responsibilities

Essential
- Assist support new staff and those requiring development in the role
- Contact customers for feedback on service delivery to improve customer satisfaction levels and reduce/resolve potential complaints at an early stage
- Quality assure interactions completed by Public Contact Officers and provide feedback to staff
- Manage the quality of self-generated logs and review scheduled appointments system for necessity and efficiency - you will be making dynamic decisions around Threat/Risk/Harm using the THRIVE + principles.
- Responsible for attendance management, staff wellbeing and conducting regular 1-1’s. - Facilitating/delivering relevant material on training days

Knowledge and skills
- Proven at leading people and delivering change.
- Have an effective and efficient customer service background, demonstrating a commitment to delivering a high level quality of service.
- Proven ability to work as part of a team & manage staff performance effectively.
- Clear decision making ability
- Effective communication and presentation skills. Knowledge of the National Decision Model and Thrive+ principles.

**Vetting - Successful applicants will be required to pass Recruitment Vetting and Counter Terrorism Clearance scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process.**

**Medical - Appointment to this role will be dependent upon successfully medical checks, which may include a drugs test and if required a fitness test.**

**_“Diversity and Inclusion Vision: Maximise the potential of people from all backgrounds through a culture of fairness and inclusion to deliver the best service for our communities”_



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