Contact Management Supervisor

Derbyshire Constabulary; Derby; On-site; GBP 30,000 - 40,000; Full time

Job summary

Derbyshire Constabulary is seeking a Contact Management Supervisor to lead a team responsible for managing incident responses efficiently. This role involves coaching team members to ensure they provide excellent service to the community, especially during critical situations. The position offers a 12-month fixed contract with opportunities for permanence, emphasizing professional development and effective incident management.

Benefits

Reward and benefits package

Qualifications

• Experience in a customer service or contact handling environment.
• Ability to identify risks and develop mitigative actions.
• Capability to plan and allocate work within a team.

Responsibilities

• Coaching and supporting team performance and development.
• Management of dispatch and incident handling.
• Setting objectives and monitoring performance in the contact management team.

Skills

Customer service experience

Risk management

Team management

Job description

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Help ensure our teams are effective and efficient supporting the community at their most vulnerable.

As a Contact Management Supervisor you’ll work as part of the senior management team ensuring our Contact Management Operators are delivering the effective and efficient service that our communities need. This will be initially on a 12 month fixed term contract, with the potential to become permanent in post.

You’ll be supporting the operators to identify and manage risk, provide the right response to the incidents, and escalate. Taking on the management of dispatch and incident management, ensuring all 999 and other emergency contact handling are dealt with promptly and within agreed service levels.

What You’ll Be Doing

• Coaching and supporting performance and personal development of the team
• Set objectives and business strategies, monitoring and measuring performance
• Assess and support the management of critical or potentially critical incidents, ensuring the safety of officers on the ground and in the control room
  
  

The must haves

• Experience of working in a busy customer service or contact handling work environment
• Ability to identify cause and effect, and develop a cause of action designed to mitigate risks
• Able to plan and allocate work within a team
  
  

What’s In It For You

At Derbyshire Constabulary, we want to create an environment that puts people first, so you feel supported in everything you do. We have a range of reward and benefits available to all our employees.

What’s Next

Please click APPLY to complete your application, telling us how you meet the essential and desirable criteria by highlighting your skills and experience.

To support you with your application we have provided some application guidance and our recruitment process.

Who We Are

At Derbyshire Constabulary, policing isn’t just patrolling the streets. Just as important as our uniformed officers is our dedicated team of professional support staff working behind the scenes. It’s these skilled people, people like you who contribute to the policing of Derbyshire.

To understand how you can make Derbyshire safer together visit our careers website.

We value diversity and inclusion and encourage applications from underrepresented and neurodiverse backgrounds, so that we can truly reflect the communities that we serve in.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Business Development and Sales

• Industries

  Law Enforcement

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