Job Description

Prospective officers and staff must be held to a higher standard of behaviour and accountability than members of the public, and that therefore their right to privacy can be fettered in certain circumstances. This is to ensure that members of the police are fully aware and accountable for the unique powers entrusted to them and the standards of professional behaviour they swear to uphold.

The Role

One of the key areas of responsibility within the department is the management of attendance and absence of all staff and officers via the Force wide MyTime Duty Management system. This system records expected duties and shifts worked by all officers and staff, any changes to these and any absence from these duties including annual leave and sickness. This opportunity lies within the Force Resourcing Unit Delivery Team who have responsibility for supporting the force in managing Police Officers and Police Staff Members Annual Leave, TOIL, Rest Days, and shift patterns amongst other things.

Key Responsibilities:

• To assist in the provision of first class, multi-channel, customer focused services.
• To be knowledgeable across all areas within the remit of the role and the service delivery area (policies, processes, systems, service level agreements and performance targets). Be inquisitive and quickly fill gaps in knowledge.
• Work as part of a collaborative goal orientated team focused on achieving outcomes for customers – both in the relevant service delivery area and as one wider Shared Services and Enabling Services team
• Respond efficiently and effectively to customer requests for information or service via face to face, email, telephone or by letter. Ensuring that all transactions and services are delivered right first time, on time and in the simplest way in line with Force policy, agreed processes, service level agreements and performance targets.
• Ensuring the customer experience is at the center of the services delivered.
• Actively promote the use of self service and new ways of working to customers.
• Actively participate in meetings and make a valued contribution.

Qualifications

Essential Criteria:

• Experience of working in a transactional or customer service delivery environment and effectively dealing with customers.
• Good knowledge of what excellent service delivery looks and feels like.
• Experience of following set processes, procedures and policies.
• Experience of working to tight deadlines by being able to prioritise.
• Experience of working in a team environment.
• Good knowledge of what ingredients are needed for effective teamwork.
• Clear communicator with good communications skills both verbal and written. Able to develop good working relationships with people.
• Goal orientated, achieves outcomes for customers – is customer and outcome focussed.
• Inquisitive, flexible and adaptable. Able to learn new processes and systems quickly and effectively.
• Possess a high degree of accuracy and attention to detail.
• IT literate, including the effective use of MS Office

Desirable Criteria

• Experience of working in and a progressive fast paced customer service environment using the latest ways of working and communicating with customers (for example self-service, web chat).

Hours & Location:

The Role is based at Police Headquarters, Lloyd House, Birmingham. The Hours are fulltime consisting of 36.5 Hours a week.

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 a hearing test.

Interviews

TBC

West Midlands Police

is a Disability Confident Leader - the highest level an organisation can achieve under the scheme run by the Department of Work and Pensions. As part of our commitment we operate a ‘Disability Confident Interview Scheme’ - all candidates who declare a disability and meet the essential criteria for the role will be offered an interview.

It is important to note that there may be occasions where it is not practicable or appropriate to interview all disabled people who meet the essential criteria for the job. For example: in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. In these circumstances, the employer could select the candidates who best meet the essential criteria for the job, as they would do for non-disabled applicants.

“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”

West Midlands Police is the second-largest police force in the country, serving the three major cities of Birmingham, Coventry, and Wolverhampton, alongside the districts of Sandwell, Walsall, Solihull, and Dudley.

Against this backdrop, the force handles more than 2,000 emergency calls every day, while patrolling the streets and responding to incidents 24 hours a day, seven days a week. We have made significant improvements in reducing overall crime, improving call response times, and increasing arrest rates. This work can only continue with the right people, therefore as an employer of choice, we are looking for the right people who can serve and protect our communities.