Central Ticket Office: Supervisor

West Midlands Police; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join West Midlands Police as a Central Ticket Office Supervisor to manage staff and ensure efficient processing of traffic offences. This role emphasizes strong communication and performance management skills in a busy customer-focused environment, working 36.5 hours from Monday to Friday. Enjoy an enhanced benefits package that includes generous leave and a competitive pension scheme.

Benefits

Fair remuneration and progression opportunities

Enhanced annual leave

Discounts for travel and leisure activities

Comprehensive wellbeing package

Qualifications

• Experience supervising staff in a customer-focused environment.
• Proactively manage staff performance and development.
• Identify and deliver process improvements.

Responsibilities

• Administration of fixed penalty notices and staff supervision.
• Maintain performance framework and liaise with department heads.
• Deal with public complaints aiming for early resolution.

Skills

Supervising staff

Communication skills

Team performance management

Planning and organizing

Process improvement

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.

West Midlands Police are committed to improving road safety and where appropriate driver education is offered as a first resolution. Where education is not appropriate then evidence is gathered and offences processed to court. CTO work to strict time sensitive limit of prosecution. Therefore, it is vital for all work produced by CTO to be accurate, timely and actioned in accordance with national legislation while providing an effective and efficient customer service. The Central Ticket Office Supervisor will be responsible for the administration of fixed penalty notices, notices for disorder, TPO10s (Traffic Offence Reports) and VDRS.

The CTO supervisor will be responsible for the daily supervision of staff including:

• Attendance management
• WMP Conversations
• Workload Prioritisation / allocate
• Staff performance and development

They will also:

• Ensure the appropriate processes and procedures are in place to maintain efficient running of the teams
• Maintain CTO performance framework, reporting to the CTO manager as required
• Liaise with Camera Enforcement Unit and other force department's in relation to process, policy and procedure
• Liaise with external partners such as NDORs, HMCTS and suppliers of equipment and software to ensure processes and procedures are maintained
• Deal with complaints from members of the public, in the first instance, with a view to early resolution where possible
• Assist the CTO manager in relation to decisions concerning policy and procedure ensuring relevant legislation is identified and adhered to
• Be flexible and adaptable with regards to the needs of the unit
• Perform other duties commensurate with the department role including attendance at court if required

Qualifications

Essential Skills

• Experience of supervising staff in a busy customer focused environment ensuring workloads prioritised and allocated as necessary
• Experience of pro-actively managing staff performance and development
• Experience of identifying and delivering process improvements
• Experience of team performance management and achieving performance targets
• Have excellent communication skills demonstrating that ability to communicate clearly and concisely with a diverse range of people whilst ensuring that written communication is presented in a clear, logical and focused manner
• A proven track record of working as part of a successful team with an ability to communicate effectively and professionally with a range of individuals
• Experience of working to deadlines and delivering results through effective planning and organising of workloads and can demonstrate the ability to prioritise own time and workload.

Location and hours:

The post is based at Lloyd House, Birmingham, working hours are Monday to Friday 36.5 hours per 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.

Interviews - TBC

Benefit Statement

By choosing to join West Midlands Police you will receive an enhanced benefits package including:

• Fair remuneration with progression opportunities and access to a very competitive pension scheme.
• Enhanced annual leave in addition to public holiday entitlements.
• Discounts across travel, parking, daily costs of living and leisure activities.
• A comprehensive wellbeing package including 24/7 support, free eye tests and flu jabs.

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