FCC Supervisor
The principal responsibility of the Force Contact Centre (FCC) Supervisor is to supervise the delivery of a high quality, customer-focused ‘contact’ service to the public, police officers and police staff across a range of customer-contact activity so as to meet Force and departmental aims, objectives and targets.
In particular to:
- Monitor the quality of the service provided to the public, police officers and other police staff, ensuring the team deliver the highest standards of customer service that reflects the needs of the caller whilst maintaining control of the call.
- Monitor and quality assure the accurate recording of information on the appropriate systems so as to meet the requirements of the National Standards for Incident recording (NSIR), National Crime Recording Standards (NCRS), the Home Office Counting Rules (HOCR) and force policy and procedure.
- Provide specialist advice and guidance to call handlers, police officers and other policing organisations’ representatives on the recording of crime and incidents, especially those that may have challenging risk assessments to be undertaken and those related to vulnerable people.
- Deal with more complex queries and calls from police officers, specialist police staff and members of the public, especially those related to the categorisation of crimes, resolving disputes to ensure the accuracy of crime categorisation.
- Ensuring appropriate staffing levels are maintained, escalating major staffing issues as appropriate.
- Undertake the full range of first line management responsibilities, focusing on staff development and welfare, performance enhancement, effective attendance management and health and safety.
- Utilise the full range of performance and other data to identify opportunities for process enhancement and performance improvement.
- Provide additional operational resilience during periods of excessive demand.
This list of duties is not restrictive or exhaustive and the post-holder may be required to carry out duties from time to time that are either commensurate with/or lower than the grade of the post. In some posts this might include the ad-hoc provision of guidance and informal training of new colleagues.