Customer Relationship Manager
Job Title: Customer Relationship Manager
Salary: The starting salary is £47,060, which includes allowances totalling £2,928.
The salary is broken down as £44,132 basic salary, which will increase annually until you reach the top of the scale £52,652. Plus, a location allowance of £1,928 and a non-pensionable allowance of £1,000.
Location: Marlowe House, Sidcup (Role will be required to travel to various sites in London and ad hoc nationally)
This is an exciting opportunity to be part of a team that keeps the Met mobile, ensuring we can detect, respond to, and prevent crime whilst building public trust and confidence. You will lead the team that is the first point of contact to our customers across the Met relating to all Fleet matters. No day will be the same. It is a fast paced working environment, which means your flexibility and ability to work to shifting demands is key.
You will enjoy collaborating with officers and staff and have a talent for communicating clearly and succinctly with a senior audience. As a natural problem-solver, with a keen interest in large data sets and an eye for detail, you’ll prioritise and identify issues to make evidenced based, data driven decisions to drive improvement in fleet performance and compliance across the Met. You will have the opportunity to support planned and unplanned major events across London.
Your work will support the Met’s mission of More Trust, Less Crime and High Standards, working within the guiding principles to make decisions and behaving in line with our values.
If this sounds like a role that interests you and you have a skillset that has a customer focused approach with the ability to interpret, analyse and manipulate data, we would love you to apply.
The role
The police vehicle fleet is an important physical asset. It enables officers and staff to do their job, carries key equipment required, and provides safe transportation for the public / prisoners.
The role of Fleet Services is to keep the Met mobile, ensuring we can detect, respond to, and prevent crime whilst building public trust and confidence. Fleet Services are committed to leading with innovation, responsibility and environmental consciousness, striving for a fleet that is safer, smarter and cleaner, with a focused approach as follows:
- We will manage responsibly to deliver an excellent service and achieve value for money
- We will deliver strategies to manage the fleet efficiently and effectively
- We will deliver a fit-for-purpose, flexible and available fleet
The majority of our customers fall into three business groups – Frontline Policing, Operations & Performance, and Specialist Operations. Collectively this covers pan London requirements as well as national CT responsibilities.
The overall fleet requirements and volumes are owned and governed by operational leaders at the Strategic Fleet Board. Operational teams are accountable for the volume of fleet required to undertake their roles, and Fleet Services support and enable effective decision making through provision of information and technical / industry knowledge.
Key responsibilities
Customer relationships & engagement - Point of contact for senior OCU officers and accountable for the fleet customer experience as the Fleet Services Business Partner for multiple OCUs. Escalation point for all safety, quality and performance issues of the fleet. Accurately translate medium and short term customer demand requirements into deliverable schemes of work. Build effective relationships with other fleet pillars to build knowledge sharing and incorporate wider fleet requirements into customer communications.
Customer needs - Understand and capture customer needs, acting as the conduit between the customer and technical teams to develop accurate vehicle designs, update the customer with regular progress and deliver forecasted vehicles. Manage escalated issues.
Customer challenges and priorities - Manage and balance resourcing for customers to provide effective and efficient support to front line user groups, taking due account of the staff welfare. Monitor fleet availability and forecast customer demand and trends, balancing against wider Met operational priorities. Anticipate and manage customer issues, negotiating and providing timely solutions.
Business insights - Identify and utilise a breadth of datasets (fleet and non-fleet) alongside operational knowledge and expertise to provide greater depth and an evidence based approach to support and influence operational decision making and development of business cases and analysis. Collect, analyse and interpret fleet data to provide business insights for fleet related performance and compliance.
Reporting - Oversee local targets and manage and report on KPIs. Support the reporting process and develop and maintain a self-service performance and compliance approach for customers. Develop consistent and effective reporting processes with peers to improve and maintain OCU fleet related performance, compliance, behaviours and costs.
Vehicle replacements / uplifts - Oversee and monitor replacement programme lifecycle of fleet on behalf of customers to ensure timely delivery. Provide support and advice to customers for new vehicle requirements and changes to existing fleet. Promptly resolve issues. Collaborate with customers to select replacement vehicles.
Policing events - Provide logistical and operational support for both planned and unplanned policing events, ensuring vehicle availability, readiness and compliance to meet operational demands. Flexible approach to supporting large scale events.
Utilisation of Fleet - Oversee the effective utilisation of vehicles using telematics technology to drive efficient management of fleet. Liaise and negotiate with customers to flex fleet in line with operational demand and priorities. Identify and implement cost saving opportunities around capital expenditure of fleet. Prolong the life of vehicle assets through optimal rotation.
Continuous improvement - Ongoing customer experience improvement opportunity gathering, working with customers to drive better experiences through improvement of processes for all of Fleet Services – resolve any Fleet Services quality issue through process improvement as guardians of the customer experience
Sustainability - Work with customers to achieve Net Zero transition, drive culture change and approach towards electric vehicles.
Programme / Project Support - Support the delivery of programmes, projects and continuous improvement initiatives across Fleet Services and the wider MPS.
Team direction & management - Plans, organises and controls the work of assigned team. Manage and forecast team and operational customer demand. Set achievable and realistic deadlines. Work with peers to embed consistent approaches across all teams, flexing resources to meet pillar objectives.
Performance management - Provide effective line management and support to staff, providing the platform to feel empowered to learn, inspire and embrace challenge to develop. Evaluate staff performance, lead and develop comprehensive training plans for continuous improvement. Promote Met values and principles, recognise / reward staff and challenge inappropriate behaviour.
How to apply
Click the apply now button below and start your career at the Met. Applications will be via a detailed CV, Personal Statement, and online application form. Your personal statement should outline why you are interested in the role and how your skills and experience demonstrate your suitability for the role. (NB. Please do not attach 2 copies of your CV).
Completed applications must be submitted by 23:55 on 14th April 2025.
Once received, your application will be reviewed against eligibility criteria, following this, your application will be reviewed by the hiring manager. The application review for this vacancy will commence 2 weeks following the closing date.
Following application review, successful candidates will be invited to interview. Interview dates will commence 2 weeks following CBQ.