Duty Management Assistant

Prospective officers and staff must be held to a higher standard of behaviour and accountability than members of the public, and 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.

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

1. To assist in the provision of first class, multi-channel, customer focused services.
2. To be knowledgeable across all areas within the remit of the role and the service delivery area (policies, processes, systems, service level agreements and performance targets).
3. Ensuring the customer experience is at the centre of the service delivered and that all transactions and services are delivered right first time, on time and in the simplest way.

Key Responsibilities:

1. To assist in the provision of first class, multi-channel, customer focused services.
2. To be knowledgeable across all areas within the remit of the role and the service delivery area (policies, processes, systems, service level agreements and performance targets). Be inquisitive and quickly fill gaps in knowledge.
3. Work as part of a collaborative goal orientated team focused on achieving outcomes for customers.
4. Meeting and greeting customers & visitors, projecting a professional image of West Midlands Police.
5. Respond efficiently and effectively to customer requests for information or service via face to face, email, telephone or by letter, ensuring that all transactions and services are delivered right first time, on time, and in the simplest way.
6. Ensuring the customer experience is at the center of the services delivered.
7. Actively promote the use of self-service and new ways of working to customers.
8. Make recommendations for how the service in terms of quality, cost and customer experience could be improved.
9. Actively participate in meetings and make a valued contribution.

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. The areas for which the post holder is responsible will be kept under review and may change over time in response to emerging priorities and organisational development.

Knowledge and Experience:

Essential:

1. Experience of working in a transactional or customer service delivery environment and effectively dealing with customers.
2. Good knowledge of what excellent service delivery looks and feels like.
3. Experience of following set processes, procedures and policies.
4. Experience of working to tight deadlines.
5. Experience of working in a team environment.
6. Good knowledge of what ingredients are needed for effective teamwork.

Desirable:

1. Experience of working in a progressive fast-paced customer service environment using the latest ways of working and communicating with customers (for example self-service, web chat).

Personal Qualities and Skills:

1. Clear communicator with good communication skills both verbal and written. Able to develop good working relationships with people.
2. Goal-oriented, achieves outcomes for customers – is customer and outcome focused.
3. Energetic, passionate and enthusiastic.
4. Inquisitive, flexible and adaptable. Able to learn new processes and systems quickly and effectively.
5. Can do attitude, self-starter and hardworking.
6. Able to think on feet.
7. Possess a high degree of accuracy and attention to detail.
8. Organised and able to prioritise.
9. Able to work effectively as part of a team and deliver results in a highly pressured environment.
10. IT literate, including the effective use of MS Office.

Hours and Flexibility:

Monday - Friday. 08:00 - 16:00. Work base will be at a Birmingham Location; the post holder will work from other locations in line with organisational need and agile working. May involve some travel across Force area.

Vetting: Successful applicants will be required to pass Recruitment Vetting and Counter Terrorism Clearance scrutiny prior to commencing their role, which will include a full background & financial disclosure as part of the vetting process.

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.

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.