Senior Quality Assurance Manager - Report Fraud
Post Title: Senior Quality Assurance Manager - Report Fraud
Contract type: Permanent
Rank/grade: F – Full Time
Salary:£50,330 plus London weighting £6,710, Plus £200 London Weight Supplement Per Annum
Directorate/department: National Lead Force (NLF) - QA and Performance management
Vetting level required: MV/SC
Location: Guildhall Yard East
This role is open to all Police Staff / external candidates who meet the essential criteria of the person spec, regardless of current grade.
The City of London Corporation is currently undergoing a program to ensure that our pay and reward practices are competitive and equitable across the whole organisation to ensure that everyone has the opportunity to thrive in the work that we do.
Who are we?
As City of London Police, we protect the people, businesses and infrastructure of the City of London, one of the most important and dynamic environments in the UK and globally. London City is the smallest borough in London, so does that make our job any less challenging? Absolutely not – because there’s so much going on.
City of London Police play a vital role in keeping the City of London diverse community safe. As a Police Staff member, you will be helping to making the city safer and deliver a valued service for those that live, work and visit the city.
The City of London Police is keen to promote flexible working and will, subject to operational policing requirements, proactively consider all applications to work flexibly.
The City of London Police is committed to equality of opportunities and continuously strive for inclusivity within our Force. We welcome applications from all sections of the community, particularly from those with disabilities and long-term conditions, those with Black, Asian and other Minority Ethnic backgrounds, female candidates, and LGBTQIA+ individuals.
About the team
Report Fraud is the national reporting centre for fraud and cybercrime. It collects reports about fraud on behalf of the police service and disseminates crime and intel packages to police and partners.
As part of your role, you will be working within a small team of subject matter experts who are actively involved in improving and enhancing the victims’ journey through a process of quality assurance. Your team will consist of a mixture of civilian officers and police officers, and you will report to the Director of Enabling Services.
About the role
To support our values, we are currently seeking to recruit a Senior Quality Assurance Manager, who will oversee a dedicated team, committed to making tangible improvements to the experiences of victims, through a process of quality assurance and dynamic change.
The Senior Quality Assurance Manager will play a central role in developing and enhancing the service we provide to victims of fraud and cybercrime. They will be responsible managing a team who are actively engaged in developing and fostering a culture of openness, transparency, and continuous improvement within the organisation.
The Senior Quality Assurance Manager will manage a team who have the capability to understand, design, and simplify a victim’s journey across the different contact channels within the new Fraud and Cybercrime Reporting Service, with a view to challenging practices and enhancing the service that we provide.
Responsibilities
In this role, you will be:
- To support the Director of Enabling Services in delivering a high-quality end-to-end service that puts the needs of victims at the heart of all decision making and outputs.
- To oversee and manage the Quality Assurance team in order to identify opportunities to improve the victim’s experience for individuals and businesses.
- To be an inspirational leader and to oversee a team who are responsible for preparing concise management reports with detailed recommendations on how to improve the victim’s experience for individuals and businesses supported by the Report Fraud service.
- To provide senior oversight in ensuring that our processes are fully compliant with all statutory legislation, College of Policing - Approved Professional Practice (APP), and all industry and public sector led ‘best practice.’
- To lead a team who are proactive in identifying emerging legislation, regulations and practices relating to the effective delivery of victim services, and ensuring the organisation is fully compliant.
- To ensure that the victim process is quality assured across the reporting service by the Quality Assurance team, so that tangible improvements can be implemented. This quality assurance will include a process of reviews, inspections, dip-sampling and de-briefing practices at both an operational level and a strategic level.
- To oversee a team whose remit is to produce reports and briefings that provide comparisons with ‘baseline’ services provided and comparisons to future ambitions in service delivery.
- To manage a team that proactively engages with relevant victim organisations and support services to identify areas of improvement.
- To ensure that the Quality Assurance team proactively reach out to other UK and international law enforcement authorities so that key practices can be identified, and new processes implemented.
- To forge and manage partnerships with outsourced service delivery suppliers, whilst reporting on performance into the Report Fraud product and supply chain.
- To develop and implement Key Performance Indicators (KPI) in the service that the Report Fraud reporting services delivers, so that changes can be implemented, and performance measured.
- A willingness to challenge people, partners and processes in a manner that creates a positive culture of continuous improvement.
- Oversee the delivery of relevant His Majesties Inspectorate Constabulary Fire and Rescue Service (HMICFRS) recommendations, and other inspection Area for Improvements (AFI) relating to victim management.
- Prepare management reports to brief senior leaders on aspects of performance and quality within the victim’s journey.
- To lead a team that proactively seeks feedback from staff, victims, and stakeholders, and to implement constructive improvements across systems in order to improve the victim’s experience.
- To be an inspirational leader and conduct managerial functions across the department. This includes a willingness to support and develop staff.
- Actively implement the City of London police’s Equal Opportunity Policy by promoting equality and diversity.
- To undertake any other duties, appropriate to the postholder’s grade, that may reasonably be requested to support the organisation and the Director of Enabling Services.
Requirements
- For this role, we need you to have experience of:
- Relevant operational and strategic experience in supervising and managing a team, with the ability to create an empowered team environment, whereby all individuals feel included and inspired.
- Experience in safeguarding, ideally within a policing context or public sector, with an ability to show genuine empathy in working with victims to achieve a positive outcome.
- Experience in managing information and data collection within the policing / law enforcement context, or to have other relevant and applicable experiences.
- Demonstrates an excellent understanding of process mapping and a strong record in reviewing compliance procedures, and policies. The postholder will also have excellent writing and communication skills.
- Experience in managing risk, with a track record in making dynamic decisions in line with the National Decision-Making model (NDM).
- An analytical mindset with the ability to strategically and operationally solve problems, plan contingencies and implement solutions. This will include a track record in managing large and complex projects in line with corporate objectives and demands.
- To be an effective communicator with extensive experience in presenting at a senior level on strategic and operational matters. This will include experience in media communications as well as being able to brief stakeholders and partners.
- Strong leadership skills with the ability to communicate a shared vision, motivate staff, and show recognition, whilst acting as a role model who can celebrate success across the teams and the wider policing community.
- To be a methodical and systematic thinker, with excellent problem-solving skills, so that they can generate innovative solutions on a range of key strategic and corporate problems.
- Strong management skills, including budget preparation, analysis, decision making and reporting. This will require the candidate to have an ability to manage budgets and allocate resources according to competing demands.
- Be able to network effectively, negotiate well and influence people.
- To be fully computer literate with working knowledge of MS office.
- Desirable:
- Due to the unique nature of this job, we welcome applicants who have experience in working in customer services. We would also welcome a broad scope of applicants who have directly worked in the financial services sector, public sector law enforcement or ‘third sector’ roles such as charities.
- To have previous experience working in project management or to possess project management qualifications.
This vacancy is open only to those who have the right to work in the UK.
If you would like to discuss the role, please contact:
T/DCI Steven Kettle at steven.kettle@cityoflondon.police.uk.
Selection Process
As part of the initial application process, you will be asked to evidence how your experience, skills, and knowledge demonstrate your ability to meet the person specification of the role.
The application and interview will be tested under Level 2 of the College of Policing Competency and Values Framework.
Applicants who fail to address the skills/knowledge/experience of the job description will not be considered.
The closing date for applications is Monday 21st July 25.
Following shortlisting, successful candidates will be invited to attend a competency-based interview, to be held week commencing 4th August 25.
We strive to ensure all our information and services are accessible to and useable by everyone. If you would like to receive any information in a different way, would like us to do anything differently to help you apply for our roles, or have any other questions, please get in touch with HR via hrservices@cityoflondon.police.uk.
Benefits:
- LGPS Pension Scheme -Local Government Pension Scheme explained - Which?
- Access to Blue Light Card scheme -Welcome to Blue Light Card
- Discounts within the Square Mile specifically for City of London Police employees
- Free access to our Force Gym (with dedicated time for female colleagues throughout the week), Personal Training Instructors with a range of specialisms, and a large variety of fitness and wellbeing programmes
- 29 days’ annual leave + bank holidays, increasing up to 33 days with continuous service
- Season Ticket Loans
- Cycle to Work Scheme
A diverse workforce improves the service we provide to our public by making us more approachable and relevant within our communities. This is why it’s vitally important that we recruit people from a wide range of communities and backgrounds with an understanding of cultural issues and a wide range of skills. We therefore particularly encourage female and people from Black, Asian and other Minority Ethnic communities to join us.
The way we work is changing. With a few exceptions most roles will be able to accommodate part time, job share and flexible working patterns. We can also offer hybrid working patterns of home and office-based shift patterns. Feel free to speak to us about any flexible working requirements.
The Force has a number of Staff Support Networks that can offer you support and advice. Applicants are very welcome to contact the networks directly if they need any support or ask any question before they apply. For further information on the networks and their contact details please visit: