It is proposed that the Kent Police site on Sutton Road, Maidstone will be sold and all staff currently working there will be redeployed to other workplaces and/or required to work in a more agile way. View further information.
Service Delivery Manager
Job title: Service Delivery Manager Grade: Grade G Role code: SCR024 Status: Police Staff Home Office code: Operational Support
Main purpose of the role:
Oversee and manage the levels of service provided by the FCR, IMU and public enquiry offices, collating, reviewing and understanding a wide range of data relating to demand and performance, developing and implementing new and revised working practices, procedures and techniques, in order to maintain and improve the management of demand and performance and, as a result, provide the best possible level of service to the public of Kent. This includes managing a highly responsive and adaptable switchboard and resource planning function for the FCR, and Public Enquiry Offices for the Force, as well as acting as the single point of contact for information security within the command.
Receive, review and evaluate call demand data, identifying reasons for non- achievement of performance ambitions to the respective managers, assessing team and individual performance, and utilising data to refine staff planning protocols, in order to enhance performance and improve efficiency of the FCR command.
Plan and deliver Resource forecasts and schedules to provide the best possible service delivery, overseeing all aspects of Duty Planning, demand and resource management, evaluate and report on changes to provide for continuous improvements, determine day to day priorities, implement in accordance with change management processes, analysing and managing risks, in order to optimise performance, ensuring optimum standards of service delivery and successfully implement of services.
Manage and motivate the Resource Planning team, Switchboard Operators, Public Enquiry Officers and individual performance, participating in recruitment and selection, undertaking staff appraisals, addressing welfare, capability and discipline issues, advising on personal development, training and coaching, including the quality assurance, dip testing, assessment, allocation and throughput of work to enhance individual and team competencies, in order to maximise performance from individuals, enable a consistent high quality performance and ensure that a professional and efficient service is provided at all times.
Lead developmental work on behalf of the FCR Command in respect of designing responses to the demands of new technology, developing the Service Delivery Plan, project initiatives, with a particular focus on delivering national standards in front facing initial contact in order to enhance internal performance and ultimately impact on satisfaction in relation to contact and service standards.
Manage, develop and improve the analysis of qualitative performance data for the FCR, IMU and PEOs, assessing the relevance of data, utilising a range of methodologies, designing and co-ordinating initiatives and proposals to improve the quality of all services provided.
Manage the evaluation, critical assessment of standards and quality and reporting of service issues relating to service provision, scrutinising performance, conducting audits and reviewing service delivery, identifying ways of enhancing activity, optimising quality of service and achieving best value, in order to meet positive performance outcomes and objectives and satisfy operational requirements.
Provide comprehensive analytical services to the SLT with informed and appropriate recommendations to enable informed decision making, through the maintenance of performance, analysis, evaluation and reporting on data, quality assurance processes, needs assessment and the identification of qualitative and quantitative measures and standards, so as to ensure that the production and dissemination of data satisfies rigorous quality standards and meets business requirements in respect of all Force Performance priorities.
Act as the single point of contact and subject matter expert in relation to all aspects of GDPR, Data Safe, Records Management and Information Assets and associated standards, providing high quality advice and guidance, on training strategies, policies, systems, programmes and priorities, in order to ensure the accuracy of record keeping, correct retention arrangements/procedures and high levels of information security across the Command. This includes acting as the Assistant Information Asset Owner and responsibility for maintaining the Asset register on behalf of the IAO.
Develop and maintain professional subject matter currency and working relationships through participation in local, regional and National boards and working groups, developing contacts within other forces, Community Groups, Partners, Stakeholders and organisations, maintaining an up to date knowledge of emerging issues and strategic considerations, reporting back and highlighting potential risk, planning and incorporating for any variance of material in business, ensuring best practice is adopted and promulgated within the Department and Force. This includes tactical liaison with KFRS as a partner.
Recruitment Vetting (RV)
The Service Delivery Manager will be educated to degree level (preferably in a business management related subject) or equivalent standard and will have 3 to 5 years experience within a large contact centre or in a performance management function. The post holder will be fully conversant with a range of IT software including Microsoft packages such as Word, Excel, PowerPoint etc., and possess a sound working knowledge of bespoke force systems such as Athena, Storm and Teleopti and will have previous experience of working with the ARC call recording system.
The post holder will also have a proven track record of substantial supervisory or managerial experience and the ability to develop effective resource planning skills and to learn and understand the requirements of data protection, information security and information asset ownership. There is a need for high levels of creativity, self- motivation, resilience, flexibility and to possess both initiative and good forward planning and self-organisational skill.
A comprehensive knowledge of police policy, working practices, procedures and legislation is essential together with an ability to analyse performance data, interpret this data and then design and direct initiatives and processes to improve service and performance standards. This role will need to be able to focus on qualitative and quantitative measures for improving service delivery.
A high standard of communication skills, both written and verbal, and the ability to deal tactfully and influentiallywith people, using sound judgement is necessary. They will also possess the ability to analyse information gained and make decisions according to Force guidelines without referral to a manager. The post holder will have a proven track record of assessing, analysing and interpreting complex information and be able to produce findings and recommendations using tables, charts and graphs to support reporting requirements where appropriate.
Analyse critically (level 2)
I ensure that the best available evidence from a wide range of sources is taken into account when making decisions. I think about different perspectives and motivations when reviewing information and how this may influence key points. I ask incisive questions to test out facts and assumptions, questioning and challenging the information provided when necessary. I understand when to balance decisive action with due consideration. I recognise patterns, themes and connections between several and diverse sources of information and the best available evidence. I identify when I need to take action on the basis of limited information and think about how to mitigate the risks in doing so. I challenge others to ensure that decisions are made in alignment with our mission, values and the Code of Ethics.
Collaborative (level 2)
I manage relationships and partnerships for the long term, sharing information and building trust to find the best solutions. I help create joined-up solutions across organisational and geographical boundaries, partner organisations and those the police serve. I understand the local partnership context, helping me to use a range of tailored steps to build support. I work with our partners to decide who is best placed to take the lead on initiatives. I try to anticipate our partners' needs and take action to address these. I do not make assumptions. I check that our partners are getting what they need from the police service. I build commitment from others (including the public) to work together to deliver agreed outcomes.
Deliver, support and inspire (level 2)
I give clear direction and expectations, helping others to understand how their work operates in the wider context. I identify barriers that inhibit performance in my teams and take steps to resolve these, enabling others to perform. I lead the public and / or colleagues, where appropriate, during incidents or through the provision of advice and support. I ensure the efficient use of resources to create the most value and the right impact within my areas. I keep track of changes in the external environment, anticipating both the short and long term potential implications for the Police Service. I motivate and inspire others to achieve their best.
Emotionally aware (level 2)
I consider the perspectives of people from a wide range of backgrounds before taking action. I adapt my style and approach according to the needs of the people I am working with, using my own behaviour to achieve the best outcome. I promote a culture that values diversity and encourages challenge. I encourage reflective practice among others and take the time to support others to understand reactions and behaviours. I take responsibility for helping to ensuring the emotional well being of those in my teams. I take the responsibility to deal with any inappropriate behaviours.
Innovative and open-minded (level 2)
I explore a number of different sources of information and use a variety of tools when faced with a problem and look for good practice that is not always from policing. I am able to spot opportunities or threats which may influence how I go about my job in the future by using knowledge of trends, new thinking about policing and changing demographics in the population. I am flexible in my approach, changing my plans to make sure that I have the best impact. I encourage others to be creative and take appropriate risks. I share my explorations and understanding of the wider internal and external environment.
Take ownership (level 2)
I proactively create a culture of ownership within my areas of work and support others to display personal responsibility. I take responsibility for making improvements to policies, processes and procedures, actively encouraging others to contribute their ideas. I am accountable for the decisions my team make and the activities within our teams. I take personal responsibility for seeing events through to a satisfactory conclusion and for correcting any problems both promptly and openly. I actively encourage and support learning within my teams and colleagues.
I take into account individual needs and requirements in all of my actions. I understand that treating everyone fairly does not mean everyone is treated the same. I always give people an equal opportunity to express their views. I communicate with everyone, making sure the most relevant message is provided to all. I value everyone's views and opinions by actively listening to understand their perspective. I make fair and objective decisions using the best available evidence. I enable everyone to have equal access to services and information, where appropriate.
I always act in line with the values of the police service and the Code of Ethics for the benefit of the public. I demonstrate courage in doing the right thing, even in challenging situations. I enhance the reputation of my organisation and the wider police service through my actions and behaviours. I challenge colleagues whose behaviour, attitude and language falls below the public's and the service's expectations. I am open and responsive to challenge about my actions and words. I declare any conflicts of interest at the earliest opportunity. I am respectful of the authority and influence my position gives me. I use resources effectively and efficiently and not for personal benefit.
Public service (accredited)
I act in the interest of the public, first and foremost. I am motivated by serving the public, ensuring that I provide the best service possible at all times. I seek to understand the needs of others to act in their best interests. I adapt to address the needs and concerns of different communities. I tailor my communication to be appropriate and respectful to my audience. I take into consideration how others want to be treated when interacting with them. I treat people respectfully regardless of the circumstances. I share credit with everyone involved in delivering services.
I ensure that my decision-making rationale is clear and considered so that it is easily understood by others. I am clear and comprehensive when communicating with others. I am open and honest about my areas for development and I strive to improve. I give an accurate representation of my actions and records. I recognise the value of feedback and act on it. I give constructive and accurate feedback. I represent the opinions of others accurately and consistently. I am consistent and truthful in my communications. I maintain confidentiality appropriately.
Advanced information searching (level 4)
Possesses a detailed working knowledge of a range of operational police information systems. Accredited to an advanced level in the use of more than one of these systems and has a full understanding of all necessary operating rules and protocols. Uses these systems to their full potential, to create and amend records, as necessary, and to retrieve information from complex searches across data source boundaries e.g. across a number of data sources, across the county. Understands the significance of the search results and can provide guidance on the reliability of any further data analysis. Monitors data quality in the work of others using these systems and takes appropriate corrective action.
Budget management (level 4)
Accountable for and capable of managing a set budget. Fully conversant with financial regulations, processes and procedures and the responsibilities placed upon the budget holder. Capable of and responsible for authorising expenditure from a local budget and aware of the implications of certain courses of action. Can make budgetary decisions having given due consideration to best value.
Business planning (level 4)
Gathers relevant information and statistics to support the business planning process at Division / Department level. Identifies key objectives in order to improve local performance and ensures these are aligned with the Force Strategic Aims. Effectively communicates agreed objectives and targets to the local workforce. Plans for and ensures the best use of resources and value for money.
Data and systems security (level 4)
Has an in depth knowledge of the Data Protection and Computer Misuse Acts and Force policy on data and system security. Applies this knowledge by undertaking training and answering queries on data and system security. Competent to supervise the audit of systems and data security, assisting auditors with the interpretation and reporting of findings. Proficient to quality assure the audit product.
Health and safety (level 4)
Has received Supervisor training and takes responsibility for the safety of directly subordinate staff and visitors. Understands the procedures in place for the safe storage of hazardous substances, fire precautions and evacuation. Resolves hazards or problems identified within roles or work environments. Undertakes skills passport assessments for new and existing staff. Re-assesses passport as and when new equipment/technology is introduced.Completes annual reviews of skills passports, training needs analysis.
Information gathering and analysis (level 6)
Identifies the objectives of analysis and selects appropriate information needed to achieve these objectives. Uses effective methods, identifying any patterns or trends which emerge from the information and drawing conclusions which are supported by good evidence.
Information management and technology (level 5)
Can retrieve information from computer searches across data source boundaries e.g. across a number of data sources, across county. Can analyse and compare data from such searches. Understands significance of findings and can provide guidance on the reliability of forecasts resulting from data analysis. Can monitor data quality in the work of others, and may manage the impact of data quality issues.
Inspection (level 4)
Undertakes risk analysis to determine areas within the organisation that need to be reviewed. Is able to design specific tests that provide for findings that add value to the inspection process and the Force. Can translate findings into reports that are well presented and easily understood. Understands significance of findings and can interpret them to identify their impact upon the Force. Produces options for consideration. Continuously monitors internal, and Force systems under review, to ascertain best value.
Internal consultancy (level 4)
Demonstrates an in depth knowledge of the relevant specialist area and combines this with high level consultancy skills. Develops collaborative relationships with internal clients and works with them to achieve joint objectives and targets. Maintains an up to date awareness of all developments which may affect Force business and policies and proactively advises clients of all relevant matters.
Interviewing - general (level 5)
Is a highly experienced interviewer (having accredited skills in recruitment, selection, appraisal, return to work, exit, and / or other managerial type interviews). Has an awareness of non-verbal communication. Provides feedback to colleagues to assist them with the development of their interview techniques. Identifies key issues for examination and maintains effective interview skills even in difficult circumstances and / or complex cases. Has a thorough knowledge of available interview techniques and their applications. Trains and develops others in these techniques.
Knowledge of police environment and policy (level 5)
Has a thorough understanding of the police service, nationally and locally, and is proactive in developing proposals which affect the way Kent Police and/or Essex Police operates. Possesses a detailed understanding of the inter-relationships between activities, roles, functions, and how organisation structures and police systems work. Understands and impacts on working procedures, practices and policies within areas of responsibility and ensures that these are followed at all times. Contributes to Force goals and is laccountable for delivering local business plan objectives.
Management of police information (MOPI) (level 4)
Full compliance with Level 3. Has successfully completed all standard relevant Information Management and Security training package(s). Accurate use of Government Security Classification (GSC). Ensures physical and digital records are stored with appropriate security relevant to the sensitivity of the documents and has working understanding of appropriate National Retention Schedules. Is able to quality assure own records management processes as well as those of any staff for whom they have supervisory responsibility. Is aware of where to seek further support in relation to Records management within force when necessary. If nominated as an Information Asset Assistant is familiar with the NPCC Information Asset Owners Handbook.
Office technology (level 4)
Demonstrates advanced skills in the use of one or more office software products Able to use these packages to enhance the quality or presentation of work required within the role. Manages data files and file structures. Provides on the job training and guidance to other staff in the use of specific or specialist software, if required. Familiar with established IT rules and protocols and shows a good understanding of data protection requirements.
Project management (level 5)
Able to initiate project plans and procure resources for projects which span Division or Departmental boundaries. Able to use estimating techniques and develop risk management approaches. Demonstrates an in depth and practical understanding of how to maximise the effectiveness of project teams. Able to prioritise activities within the project. Effectively controls costs and project budgets. Able to liaise with business sponsors and fully understands the business issues and impact on benefits management.
Research techniques (level 4)
Has a thorough understanding of research methods and is able to fully utilise these for a range of research projects. Able to analyse reports and data produced by other individuals/ organisations and extract relevant details to support the project in hand. Produces a range of options for consideration. Aware of the financial, organisational and service delivery implications of options.
Risk management (level 4)
Able to anticipate risks likely to affect the team's ability to execute their function, in terms of likelihood and impact, and assesses how the challenges facing the wider organisation might affect their team and their objectives. Has an understanding of pathways to alert local managers to flawed or ineffective operational control strategies and provide continuity/recovery options. Has an appreciation that seizing opportunities also generates risks.
Statistical analysis (level 4)
Fully conversant with the mathematical bases for many types of statistical calculation and analysis. Able to identify trends from available data and the requirements for further data gathering to improve the evidence base. Likely to possess abilities in mathematics and statistics equivalent to A-Level standard and/ or have equivalent experience. Familiar with common use of complex spreadsheets and analysis tools.
National Occupational Standards:
AA1 (Level Accredited) Promote equality and value diversity. Job family: PPP codes: