SYP - Contact Resolution Manager

Atlas Court, Sheffield
£40, 719 - £44, 787
Permanent

Role: Contact Resolution Manager

Department: Communications

Location: Atlas Court, Sheffield

Salary: £40,719 - £44,787

Hours: 37

Contract Type: Permanent

 

An exciting opportunity has arisen to join the Communications Management Team to provide support, leadership and motivation within the department. You will responsible for demand management within call resolution and dispatch, business continuity and technology.

The successful candidate will:

  • Effectively manage and supervise all aspects of the call resolution environment and ensure performance standards are met cost effectively and time efficient
  • Ensure that call handling, incident creation and crime recording quality is achieved
  • Develop, implement and co-ordinate relevant policy and change initiatives, preparing written reports as necessary
  • Promote and market contact resolution both within force and externally, working in partnership to deliver KPI’s

The successful candidate will have:

  • A management qualification at a minimum of Level 7 and have a minimum of 3 years relevant experience in a management role
  • Extensive knowledge of contract resolution processes and systems and an understanding of their impact on the customer experience
  • Experience of recruitment, discipline and wellbeing initiatives
  • Be able to demonstrate an understanding of communications centres technology
  • Proven leadership skills
  • Have change and project management experience

Benefits:

We offer generous entitlements and supportive polices to enable a better work-life balance, some of which are listed below:

  • Generous annual leave allowance
  • Flexible and agile working
  • Generous ‘family’ leave
  • Access to a range of occupational health facilities
  • Generous pension scheme
  • Employee assistance service ( accessible 24/7)

Eligibility:

Applicants must meet the minimum requirement checkable history criteria, which must be taken into account for individuals applying to work with South Yorkshire Police in any capacity. A minimum checkable history of 3 years has been identified for this role and successfully undergoing recruitment vetting procedure is a pre-requisite of employment with South Yorkshire Police.

Appearance & Standards:

All tattoos and piercings must be in line with South Yorkshire Police’s Appearance and Standards policy. Tattoos visible on your face, neck, hands or head are not permitted. Any tattoos which could be deemed inappropriate or cause offence will also not be accepted. If you have tattoos, you will need to make a declaration at the time of application.

Closing Date:

29th September 2019

Closing dates are not normally extended, other than in exceptional circumstances and agreement is made with the HR Manager, Recruitment and the Line Manager for the role.

Contact point for applicants:

For further information about the role, please contact Kim Williams on 0114 2197092. Please do not contact this number for an application form.

For further information relating to the role and tasks of this position, please refer to the attached role profile.

Diversity & Inclusion:

South Yorkshire Police welcome applications from under-represented communities. For further information on diversity and inclusion within South Yorkshire Police, please visit the diversity and inclusion page:

https://www.southyorkshire.police.uk/sign-up/join-team-syp/diversity-in-the-force/

Apply for the role:

Individuals wishing to apply should submit their CV and covering letter to: Recruiting@southyorks.pnn.police.uk  

This opportunity is closed to applications.