Emergency Response Control Centre Lead

South-Wales-Police; Bridgend; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Guaranteed Interview Scheme (GIS)

Job summary

South Wales Police is seeking a Public Service Centre Supervisor based at Police Headquarters in Bridgend. The role oversees PSC staff, supports incident management, and ensures effective resource deployment in urgent and non-urgent contacts.

You will provide guidance to the public, maintain performance standards, and help drive improvements across digital contact channels. A commitment to safeguarding communities is essential.

Qualifications

• Experience of call centre/control room environment.
• Previous supervisory experience and leadership skills.
• Excellent oral and written communication skills.
• Ability to plan and prioritise daily workloads, and work under pressure.
• Must have experience of preparing management reports/documentation.
• Experience of dealing with the public using tele-communications systems.

Responsibilities

• Supporting the Public Service Centre Control Room Inspector in delivering effective resource management.
• Supporting the Force Incident Manager during incidents to ensure safety and timely resolution.
• Monitoring and reviewing ongoing incidents and assisting staff for efficient responses.
• Overseeing a team, ensuring wellbeing, performance and development are regularly monitored.
• Providing advice to members of the public.
• Auditing PSC staff and identifying training and development needs.
• Developing the Digital Desk and implementing related systems and processes.

Skills

Call centre environment

Supervisory experience

Communication skills

Planning & prioritising

Report writing

Job description

South Wales Police is seeking a Public Service Centre Supervisor based at Police Headquarters in Bridgend. The role oversees PSC staff, supports incident management, and ensures effective resource deployment in urgent and non-urgent contacts.

You will provide guidance to the public, maintain performance standards, and help drive improvements across digital contact channels. A commitment to safeguarding communities is essential.