Job Title: Customer Service Engagement Lead – Onsite Services – North West Cluster
Salary: The starting salary is £62,310, which includes allowances totalling £3,009.
The salary is broken down as £59,301 basic salary, which will increase annually until you reach the top of the scale £72,254. Plus, a location allowance of £2,009 and a non-pensionable allowance of £1,000.
Location: West Area and North West BCU's - Travel will be expected across the MPS Estate
- West Area – Covers three boroughs: Hillingdon, Ealing, and Hounslow. Primary sites include Acton, Southall, Hounslow, and Hayes.
- North West Area – Covers three boroughs: Barnet, Harrow, and Brent. Primary sites include Colindale, Wembley, and Kilburn.
About Operational Support Services
Operational Support Services (OSS) delivers essential on-site services that directly support frontline policing. Within our area Onsite Services, we manage three core portfolios — Administration, Logistics, and Local Criminal Exhibits. Our teams play a hands-on operational role: equipping officers with the assets and resources they need, maintaining and overseeing local exhibit stores, and providing administrations support. By delivering these site-specific services consistently and efficiently, we ensure officers are supported in their day-to-day roles and fully prepared to keep London safe.
While each portfolio varies in nature, our focus remains on providing reliable, practical and cost-effective solutions that enhance local performance and strengthen frontline capability. Alongside these Onsite responsibilities, OSS provides a wide range of large-scale, organisation-wide services that are vital to the Met’s operational effectiveness. This includes fleet management, vehicle recovery, interpreter provision, catering, travel, cultural services, uniform, exhibit and record management, and administering the public records deletion process. OSS also preserves the Met’s heritage through oversight of the Crime Museum and Heritage Centre.
Despite the breadth and scale of these functions, OSS remains committed to delivering innovative, efficient and high-quality services that enhance operational performance and enable officers to keep London safe.
About the role:
This role leads the operational delivery of tailored services and sets priorities to support their strategic direction.
It is also accountable for overseeing performance across a cluster of BCUs, resolving local service issues, and building strong stakeholder relationships to ensure effective day‑to‑day service delivery.
The post holder will drive operational excellence to deliver against performance metrics also delivering against assigned responsibilities to drive continuous improvement.
Key Responsibilities
- Service Delivery: Lead a cluster of BCUs to deliver efficient, high-quality day-to-day services, ensuring operational priorities and customer standards are consistently met.
- People: Lead, develop and sustain high-performing teams, fostering an inclusive environment where people feel valued and empowered. Drive performance management and development while embedding the MPS Culture Plan and Inclusion Strategy.
- Relationship Management: Build and maintain strong relationships with BCUs, stakeholders and suppliers. Manage expectations, hold partners to account, and present insights at governance forums to drive improvement.
- Performance Management: Monitor delivery against KPIs, using data to identify issues, manage risks, and implement targeted improvements.
- Strategic Planning: Set and deliver short- to medium-term priorities, aligning local delivery with organisational objectives and adapting to changing demands.
- Innovation & Improvement: Identify and implement improvements to systems, processes, and ways of working, leveraging technology to improve efficiency and outcomes.
- Commercial & Financial Management: Manage budgets, oversee contracts and renewals, and identify efficiency opportunities to support effective planning.
- Portfolio Delivery: Lead cross-BCU priorities, ensuring delivery through effective planning, stakeholder engagement, and progress tracking.
- Organisational Contribution: Contribute as a senior leader across boards and forums, providing insight, influencing decisions, and supporting wider organisational priorities.
How to apply
To begin your career at the Met, please click the "apply button “. The application process requires a comprehensive CV, a Personal Statement, and an online application form. In your personal statement please outline your relevant experience, knowledge and skills against the key responsibilities within the advert, along with your suitability for the role and what you would aim to achieve if successful. This should be no more than 1000 words. 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 Personal Statement.
Completed applications must be submitted by 23:55 on 02/07/2026.
