Job Title: CONNECT User Support Coordinator - 01
Salary: The starting salary is £40,519, which includes allowances totalling £3,009 allowance.
The salary is broken down as £37,510. basic salary, which will increase annually until you reach the top of the scale £40,141 Plus, a location allowance of £2,009 and a non-pensionable allowance of £1,000.
Location: The primary Met Location for this role is Penge. Travel across the Met Estate, to attend meetings as required by the business, is expected.
“Keep checking Met Careers on a daily basis for new and exciting opportunities being released to join Digital & Innovation!”
Policing London is a hugely complex challenge that evolves every day. To make sure the Met is up to the task, we need the right IT and systems across our organisation. As a connect User Support Coordinator, you will help to enable us to do our best for the London area. Join us and play your part in making London the safest capital in the world and delivering ‘More Trust, Less Crime and High Standards’.
As a member of the Met, you will also enjoy great benefits including annual leave, civil service pension arrangements, maternity/paternity support, as well as being part of a continuous learning culture.
Digital & Innovation
Digital, Data & Technology (DDaT) is part of the Digital & Innovation Business Group and reports to the Chief Digital & Innovation Officer.
Digital, Data & Technology (DDaT)
The mission of Digital, Data & Technology (DDaT) is to provide the Met with information (and specifically data), communications and technology to help frontline officers and Met staff do their jobs more efficiently, to deliver the New Met for London plan. In other words, DDaT is about “passionately delivering trusted technology for precise data driven policing”.
As well as keeping up to speed with developments in technology and making recommendations for new equipment and systems that will help modernise policing, DDaT also comprises the Data Office which:
- Owns and drives the data compliance and analytics agenda.
- Brings together the accountabilities that are currently dispersed across the Met business areas.
- Consolidates and further develops existing Met data and insight services.
- Enables data sharing and collaboration to serve the public and external partners.
DDaT is committed to creating an inclusive working environment. We support hybrid working, and the hiring manager will be happy to discuss arrangements for this role.
Job Purpose
- The CONNECT User Support Coordinator supports the management and maintenance of user support functions within the CONNECT system, ensuring efficient system functionality.
- This role involves handling requests, troubleshooting issues, engaging with key stakeholders and general project management. The CONNECT User Support Coordinator plays a vital role in supporting operational policing by ensuring officers and staff have continued access to CONNECT’s service offerings.
Key Role Responsibilities
- Carry out day-to-day tasks to support CONNECT users, ensuring timely resolution of user access requests and incidents to meet Service Level Agreements (SLAs). This includes managing and responding to CONNECT User Support emails, raising any issues or blockers to supervisors, so workloads stay manageable, problems are identified early, and the team can work efficiently with minimal pressure.
- Support development of end-to-end project plans to manage the delivery of large-scale initiatives by documenting the activities required, accurately estimating when they will be completed and incorporating input from other teams, which requires targeted co-ordination and awareness of other changes on the horizon. This would enable the team to manage the business’ expectations and begin preparing end users of the change.
- Support the maintenance of the Force Hierarchy within CONNECT through proactive assessment of future organisational positions. This would require the CONNECT User Support Coordinator to facilitate effective stakeholder engagement with CONNECT teams and users, to help inform the Manager’s understanding of current PSOP organisation structures and potential changes, ensuring that mapping within CONNECT mirrors that of PSOP. This would enable the User Access Manager to understand the pipeline of changes and begin prioritising, co-ordinating, communicating and comparing these large projects, against other initiatives to avoid conflicts.
- Update the CONNECT Hub’s User Access section with relevant information, drafting and sharing user communications about system changes or downtime, ensuring staff are kept informed and can plan their work accordingly, and support teams are not overwhelmed with duplicate queries.
- Record lessons learned artefacts and update the associated guidance on the user access SharePoint/Intranet after each change, ensuring the team can easily navigate and locate necessary information, allowing existing team members to reuse good practices, improve efficiency, and give new staff clear instructions to follow in future work.
- Log risks and issues and escalate to the Band C manager so that governance is maintained and remedial actions tracked.
- Prepare and submit change requests with the Configuration Team, ensuring planned changes are properly recorded, formally reviewed, and potential risks to the organisation are considered before they are deployed.
- Ensure the smooth planning and delivery of all meetings, workshops, and change-related events by managing end‑to‑end administrative processes. This includes scheduling, preparing agendas and materials, coordinating attendees, capturing and distributing actions and minutes, and ensuring all logistical aspects are organised to a high standard.
- Quality assurance of pre-go live checks ahead of formal deployment to the production environment. This will involve a final review of a proposed configuration, identifying and correcting any errors before requesting the Configuration Team to implement the changes. This ensures that users can access the CONNECT system and continue with their operational activities.
- Provide comprehensive organisational support to the Head of CONNECT User Support by proactively managing their diary, prioritising tasks and commitments, and ensuring they are fully prepared for upcoming meetings and activities. This includes maintaining documents, monitoring deadlines, and assisting with the coordination of key communications and follow‑up actions.
- Quality assurance of test scripts, i.e., ensuring detailed actions, necessary test data and expected results are documented. This will confirm whether that the proposed configuration is correct or whether further refinements are required, thereby safeguarding against possible disruption to impacted frontline officers.
- Deliver short user training sessions and publish clear guidance on the CONNECT Hub so that users can self-serve common tasks.
Additional Information
Vetting Clearance
This post requires access to the most sensitive intelligence material on a daily basis. Applicants must hold or be prepared to undergo National Security Vetting (NSV) Security Check (enhanced) (SC(e)) level before taking up the post.
Hybrid Working
Hybrid Working available in line with the Metropolitan Police Service hybrid working policy.
Working Pattern
The role requires that you attend the Newlands Park office 3-days per week: Tuesday, Wednesday and Thursday between the core hours of 10:00 to 16:00.
How to apply
CV and Personal Statement. In your Personal Statement (1000 words maximum) you should explain your interest in the position and illustrate how your skills and experience (see stated Essential Criteria) make you a suitable candidate.
Please note that you should not submit two copies of your CV, and ensure that your documents are saved in either PDF or Word format, clearly labelled as CV and/or Personal Statement.
Completed applications must be submitted by 23:55 on 24th March 2026.
Once received, your application will be reviewed against eligibility criteria, following this, your application will be reviewed by the hiring manager.
Following application review, successful candidates will be invited to interview.
