Safer Roads for West Midlands: Customer Service Assistant Supervisor

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.

Role purpose

Supervision & Service Development

Supervise, plan and drive the day to day delivery and performance of the end to end operations of the Customer Service Assistants and back office functions for Safer Roads for West Midlands.

To coach, mentor and monitor performance of the Customer Service Team; linking in to the Safer Roads for West Midlands Manager to improve and drive performance.

Delivery Excellence - the provision of high quality, effective & efficient services.

The provision of a first class, internal & external, multi-channel, customer focused single point of entry for all customers contacting Safer Roads for West Midlands.

To work as part of a collaborative goal orientated team focused on achieving outcomes for customers. Ensuring the customer experience is at the center of the service delivered and that all services are delivered right first time, on time and in the simplest way

Responsibilities

Supervision & Service Development

(80% of time will be spent allocated here)

Work with the Safer Roads for West Midlands Manager to:

Supervise, plan and drive the day to day delivery and performance of the end to end operations of the Customer Service Assistants and back office functions for Safer Roads for West Midlands.
Coach, mentor and train the Customer Service team; creating a professional environment.
To undertake inductions of new starters to the Customer Service team. To support with the in-house training on local and national systems including FOBS.
Promote a culture of customer focused service delivery in all team members, ensuring that ideas for service improvement are actively encouraged.
Monitor performance of the Customer Service team against agreed SLAs, governance, performance targets, Force policy and statutory legislation.
Effectively deal with escalated customer complaints via the Customer Service team.
Ensure that business as usual is maintained during periods of transition and expansion.
Assume the role of a data steward, ensuring all data recorded and held by the Customer Service team is accurate, access is authorised and controlled and data is safeguarded.
Work with the Clarity Information Solutions to ensure the internet booking availability is up-to-date. Actively promote the use of self-booking via website with customers.
Produce & analyse and interpret accurate, timely, relevant and useable performance and management information.
Make recommendations for how the service in terms of quality, cost and customer experience could be improved.
Prioritise and manage own workload and that of the team.

Delivery Excellence - the provision of high quality, effective & efficient services (20% of time will be spent allocated here)

Provision of a first class, internal & external, multi-channel, customer focused single point of entry for all customers contacting Safer Roads for West Midlands (including face to face, telephone, email and postal channels).
To work as part of a collaborative goal orientated team focused on achieving outcomes for customers. Ensuring the customer experience is at the center of the service delivered and that all services are delivered right first time, on time and in the simplest way.
To aid all customers engage with our behavioural change courses; by supporting all reasonable adjustments requests; including the booking of BSL interpreters and supporting those most vulnerable.

The post holder must also undertake other duties within his/her competence or otherwise appropriate to the grading of the post as required.

This job description sets out a summary of the key features of the role. It is not intended to be exhaustive and will be reviewed periodically to ensure it remains appropriate for the role.

Essential skills

Experience of working in a customer service delivery environment and effectively dealing with customers via the telephone, face to face and email.
Experience of effectively directing, supervising, coaching, motivating, developing and improving the performance of others.
Good knowledge of what excellent service delivery looks and feels like and how this can be achieved.
Experience of developing and maintaining, standard operating procedures, processes and audit controls.
Experience of monitoring service delivery & quality and producing and analysing useable performance and management information.
Experience of developing strong working relationships with a wide range of stakeholders.
Experience of managing own workload and that of others
Clear communicator with good communications skills both verbal and written. Acts in a collaborative way that engages with people at all levels. Good presentation and influencing skills.
Manages resources (directing, supervising, coaching, motivating, developing and improving the performance of others) and plans for high performance to gain the maximum benefit.
Possess a high degree of accuracy and attention to detail.
Ability to analyse data and prepare recommendations.
Highly motivated & resourceful with excellent problem-solving skills.
Inquisitive, flexible and adaptable. Able to learn new processes and systems quickly and effectively.
Able to work effectively as part of a team and deliver results in a highly pressured environment. Able to prioritise and manage own workload and that of others.
IT literate, including the effective use of MS Office and core systems.
Possess a sound working knowledge of data security issues.

Desirable skills

Demonstrate experience supervising diverse teams in a complex and changing environment within a Learning and Development arena.
Working knowledge of speed and other endorsable road traffic offences
Working knowledge of the National Driver Offending Retraining Scheme (NDORS)
Demonstrate experience in using national NDORS software such as NDORS+ Portal, FOBS.

Location: Perry Barr, West Midlands

Shift Pattern: Mon - Fri (8am to 4pm. You will be required to work until 6pm on some days by arrangement so some flexibility is required). Hybrid working is also available.

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.

Medical

Appointment to this role will be dependent upon successfully medical checks, which may include a drugs test and if required a fitness test.

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"