Primary Contact & Customer Services Manager – JRN 20919
 

A pivotal senior leadership position working with key partners internally and externally to support corporate activities, ensuring that the service area delivers best practice and meets the needs of the organisation.

Forward thinking with proven leadership skills, the successful candidate will be responsible for the strategic leadership of the primary contact and customer service operation to ensure the Force is able to deliver an exceptional contact management service to the public

Primary Contact & Customer Services Manager – JRN 20919

Salary: Band 12

Location: Ponteland

Hours/Contract: 37 hours, secondment until 31 December 2024.

 

Working for #TeamNP

 

Our purpose at Team NP is simple: to keep people safe and to fight crime. But it takes more than officers alone to do the job – and that’s where our 2,000-strong team of police staff and 200 volunteers come in.

 

As one of the largest police forces in England we have a huge variety of departments and specialisms offering you endless opportunities. From mentoring and coaching schemes and online soft skills courses to leadership development programmes; we’ll give you the support, training and time to carve out the career you always wanted.

 

As one of the top 50 UK inclusive employers and a disability confident employer, we promote a culture of respect in the workplace so everyone can feel seen, heard and valued.

 

Whether you’re a member of staff or a volunteer, you can also expect first-rate support to manage your health and wellbeing. With year-round events, a 24/7 welfare support hotline and a leading approach to neurodiversity, our initiatives enable you to be at your best.

 

Above all else, here at Team NP, we can offer you a career that is so much more than just a job, it’s a chance to be part of something that really matters. 

 

Learn about our full benefits package

 

The role

 

Here at Northumbria Police, we think our region is amazing! It takes a great deal of people from different backgrounds, with diverse skills and experience to serve our force area effectively, think you have what it takes to help us make a difference? This could be the perfect time for you to join us in our Communications Department as a Primary Contact & Customer Services Manager – JRN 20919.

 

This post is a pivotal senior leadership position working with key partners internally and externally to support corporate activities, ensuring that the service area delivers best practice and meets the needs of the organisation. 

 

Forward thinking with proven leadership skills, the successful candidate will be responsible for the strategic leadership of the primary contact and customer service operation to ensure the Force is able to deliver an exceptional contact management service to the public.  

 

What you’ll do

  •  You’ll be a dynamic leader, managing, inspiring and motivating teams to achieve service improvement, operational excellence and high employment engagement.
  • You will establish service people and system process requirements to effectively design and operate the Forces contact handling strategy.  
  • You will utilise your experience in creating and managing relationships by working with partners to maximise resource, proactive identification of opportunity and risk and continuously improve service delivery utilising knowledge of industry leading operating models. 
  • You will support wellbeing, having strategic responsibility for the welfare, recruitment, development and discipline of staff ensuring staff are suitably skilled and motivated to deliver an outstanding service.

Sound interesting? For further information, and to support your application, please view the job description here.

 

What you’ll bring

 

  • Whilst inspiring new thinking and challenging existing practices you will be an influential business partner with ability to work closely with executive, senior management and key stakeholders across the organisation to inspire, influence and shape the future business. This will include driving change in this busy and critical area of Northumbria Police.
  • You will be experienced in the field of strategic contact service management with excellent understanding of broader operational impact and dependencies.  
  • Be able to evidence your business acumen and analytical ability to evaluate opportunities, risks and people implications.
  • You will be a creative problem solver who can challenge and resolve issues with innovative solutions at pace.

We know it's important for you to feel that you're not only part of a great team, but part of a community. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.

 

Harnessing these differences creates a productive environment in which everyone feels valued, and their talents are fully utilised. Appointments are based on merit alone.

 

Interested to learn more? For further information about the role please contact Rachel Walters. 

 

What we offer

 

  • 26 days’ leave (increasing to 30 days for 5 years+ service) plus 8 bank holidays
  • Enhanced maternity, shared parental and adoption leave
  • Flexi time - allowing you to fit your working hours around your individual needs
  • Flexible working (we are happy to discuss options such as compressed hours)
  • Agile working – option to work from home, your team zone, and spaces across the force
  • Fantastic market-leading public sector pension scheme with up to 16% employer contribution
  • Corporate travel schemes – local rail, bus services and metro discounts
  • Access to private healthcare and eye test vouchers
  • Discounts on shopping and eating out thanks to the Blue Light Card and Blue Light Tickets
  • We’ve invested in extensive paid sick leave, trained mental health first aiders on-site, an employee advice service for the times you need that additional support.
  • Access to gyms in some stations
  • Sports & Social Club – join our thriving sports scene at Team NP and enjoy further exclusive discounts on days out and travel
  • Cycle to work scheme

Just so you know

 

Our application form will help us understand how your work, education and life experience has prepared you for the role of a Primary Contact & Customer Services Manager with #TeamNP. To help support your application research what makes us tick here at Northumbria, the role you’re applying for and the values and behaviours that contribute.

 

The recruitment process will consist of the initial application form followed by a interview. Just so you know, you can save your application and come back to it any time prior to the closing date on the advert.

 

We are proud members of the Business Disability Forum, with whom we collaborate with to improve the lives of disabled employees. We are also a Disability Confident Employer, therefore if you demonstrate that you meet the minimum criteria for this role as stated in the advert, we will progress your application and offer you an interview.

If you tell us that you have a disability, we can make adjustments to support you through the recruitment process (for example we can arrange extra time for tests or provide a sign language interpreter) You can get in touch with us via careers@northumbria.police.uk for any support regarding the application process. Please provide us with plenty of notice so we can ensure your visit goes smoothly. If your application is successful, we’ll ask you to complete a Management Vetting (MV) form, therefore you must be a resident of the UK for a minimum period of 5 years to ensure vetting checks can be successfully performed.  A job offer will be dependent upon vetting clearance and medical information.

 

Terms of appointment

 

This is a secondment/fixed term role subject to a six-month probationary period.

If you are successful in your application, you will have a 6 month probation period with us where you will be unable to apply for any other post advertised internally or externally.

 

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

Vacancy Type
Police Staff
Rank/Grade
Band 2
Location
Newcastle
Hours
Full Time
Salary Range
x£52,614 to £57,078
Vacancy Description
A pivotal senior leadership position working with key partners internally and externally to support corporate activities, ensuring that the service area delivers best practice and meets the needs of the organisation.

Forward thinking with proven leadership skills, the successful candidate will be responsible for the strategic leadership of the primary contact and customer service operation to ensure the Force is able to deliver an exceptional contact management service to the public
 

Primary Contact & Customer Services Manager – JRN 20919

Salary: Band 12

Location: Ponteland

Hours/Contract: 37 hours, secondment until 31 December 2024.

 

Working for #TeamNP

 

Our purpose at Team NP is simple: to keep people safe and to fight crime. But it takes more than officers alone to do the job – and that’s where our 2,000-strong team of police staff and 200 volunteers come in.

 

As one of the largest police forces in England we have a huge variety of departments and specialisms offering you endless opportunities. From mentoring and coaching schemes and online soft skills courses to leadership development programmes; we’ll give you the support, training and time to carve out the career you always wanted.

 

As one of the top 50 UK inclusive employers and a disability confident employer, we promote a culture of respect in the workplace so everyone can feel seen, heard and valued.

 

Whether you’re a member of staff or a volunteer, you can also expect first-rate support to manage your health and wellbeing. With year-round events, a 24/7 welfare support hotline and a leading approach to neurodiversity, our initiatives enable you to be at your best.

 

Above all else, here at Team NP, we can offer you a career that is so much more than just a job, it’s a chance to be part of something that really matters. 

 

Learn about our full benefits package

 

The role

 

Here at Northumbria Police, we think our region is amazing! It takes a great deal of people from different backgrounds, with diverse skills and experience to serve our force area effectively, think you have what it takes to help us make a difference? This could be the perfect time for you to join us in our Communications Department as a Primary Contact & Customer Services Manager – JRN 20919.

 

This post is a pivotal senior leadership position working with key partners internally and externally to support corporate activities, ensuring that the service area delivers best practice and meets the needs of the organisation. 

 

Forward thinking with proven leadership skills, the successful candidate will be responsible for the strategic leadership of the primary contact and customer service operation to ensure the Force is able to deliver an exceptional contact management service to the public.  

 

What you’ll do

  •  You’ll be a dynamic leader, managing, inspiring and motivating teams to achieve service improvement, operational excellence and high employment engagement.
  • You will establish service people and system process requirements to effectively design and operate the Forces contact handling strategy.  
  • You will utilise your experience in creating and managing relationships by working with partners to maximise resource, proactive identification of opportunity and risk and continuously improve service delivery utilising knowledge of industry leading operating models. 
  • You will support wellbeing, having strategic responsibility for the welfare, recruitment, development and discipline of staff ensuring staff are suitably skilled and motivated to deliver an outstanding service.

Sound interesting? For further information, and to support your application, please view the job description here.

 

What you’ll bring

 

  • Whilst inspiring new thinking and challenging existing practices you will be an influential business partner with ability to work closely with executive, senior management and key stakeholders across the organisation to inspire, influence and shape the future business. This will include driving change in this busy and critical area of Northumbria Police.
  • You will be experienced in the field of strategic contact service management with excellent understanding of broader operational impact and dependencies.  
  • Be able to evidence your business acumen and analytical ability to evaluate opportunities, risks and people implications.
  • You will be a creative problem solver who can challenge and resolve issues with innovative solutions at pace.

We know it's important for you to feel that you're not only part of a great team, but part of a community. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.

 

Harnessing these differences creates a productive environment in which everyone feels valued, and their talents are fully utilised. Appointments are based on merit alone.

 

Interested to learn more? For further information about the role please contact Rachel Walters. 

 

What we offer

 

  • 26 days’ leave (increasing to 30 days for 5 years+ service) plus 8 bank holidays
  • Enhanced maternity, shared parental and adoption leave
  • Flexi time - allowing you to fit your working hours around your individual needs
  • Flexible working (we are happy to discuss options such as compressed hours)
  • Agile working – option to work from home, your team zone, and spaces across the force
  • Fantastic market-leading public sector pension scheme with up to 16% employer contribution
  • Corporate travel schemes – local rail, bus services and metro discounts
  • Access to private healthcare and eye test vouchers
  • Discounts on shopping and eating out thanks to the Blue Light Card and Blue Light Tickets
  • We’ve invested in extensive paid sick leave, trained mental health first aiders on-site, an employee advice service for the times you need that additional support.
  • Access to gyms in some stations
  • Sports & Social Club – join our thriving sports scene at Team NP and enjoy further exclusive discounts on days out and travel
  • Cycle to work scheme

Just so you know

 

Our application form will help us understand how your work, education and life experience has prepared you for the role of a Primary Contact & Customer Services Manager with #TeamNP. To help support your application research what makes us tick here at Northumbria, the role you’re applying for and the values and behaviours that contribute.

 

The recruitment process will consist of the initial application form followed by a interview. Just so you know, you can save your application and come back to it any time prior to the closing date on the advert.

 

We are proud members of the Business Disability Forum, with whom we collaborate with to improve the lives of disabled employees. We are also a Disability Confident Employer, therefore if you demonstrate that you meet the minimum criteria for this role as stated in the advert, we will progress your application and offer you an interview.

If you tell us that you have a disability, we can make adjustments to support you through the recruitment process (for example we can arrange extra time for tests or provide a sign language interpreter) You can get in touch with us via careers@northumbria.police.uk for any support regarding the application process. Please provide us with plenty of notice so we can ensure your visit goes smoothly. If your application is successful, we’ll ask you to complete a Management Vetting (MV) form, therefore you must be a resident of the UK for a minimum period of 5 years to ensure vetting checks can be successfully performed.  A job offer will be dependent upon vetting clearance and medical information.

 

Terms of appointment

 

This is a secondment/fixed term role subject to a six-month probationary period.

If you are successful in your application, you will have a 6 month probation period with us where you will be unable to apply for any other post advertised internally or externally.

 

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.