Duty Management Assistant Birmingham, England
Job description
Duty Management Assistant
Grade 3
Salary: £22,248 - £23,835
Closing Date: Sunday 5th March 2023
Job Description:
Shared Services is a multi-functional department which supports the Force by providing services both internally and externally. Internal services include areas such as management of duties and rostering, staff and officer payrolls, HR related transactions, purchasing, pensions and smart card issuance. External functions include payment to all Force suppliers and contractors.
Opportunities have arisen within the Duty Management Delivery Team fulfilling the role of Duty Management Assistant, who have responsibility for the management of duties, attendance and absences for all officers and staff via the Forces’ Duty Management system. This system records expected duties and shifts worked, postings and all absences from these duties including annual leave, training and sickness. The team also manages areas such as flexible working applications, input of time off in lieu and court warnings.
We are looking for highly motivated individuals, who have a great customer service ethos, work well as part of a team but also have the ability to use their own initiative to problem solve and make decisions.
Key Responsibilities:
- To assist in the provision of first class, multi-channel, customer focused services.
- 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.
- Work as part of a collaborative goal orientated team focused on achieving outcomes for customers – both in the relevant service delivery area and as one wider Shared Services and Enabling Services team
- 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 in line with Force policy, agreed processes, service level agreements and performance targets.
- Ensuring the customer experience is at the centre of the services delivered.
- Actively promote the use of self service and new ways of working to customers.
- Actively participate in meetings and make a valued contribution.
Skills and Experience
Essential:
- Experience of working in a transactional or customer service delivery environment and effectively dealing with customers.
- Good knowledge of what excellent service delivery looks and feels like.
- Experience of following set processes, procedures and policies.
- Experience of working to tight deadlines by being able to prioritise.
- Experience of working in a team environment.
- Good knowledge of what ingredients are needed for effective teamwork.
- Clear communicator with good communications skills both verbal and written. Able to develop good working relationships with people.
- Goal orientated, achieves outcomes for customers – is customer and outcome focussed.
- Inquisitive, flexible and adaptable. Able to learn new processes and systems quickly and effectively.
- Possess a high degree of accuracy and attention to detail.
- IT literate, including the effective use of MS Office
Desirable:
- Experience of working in and a progressive fast paced customer service environment using the latest ways of working and communicating with customers (for example self-service, web chat).
Hours & Location
The Role is based at Police Headquarters, Lloyd House, Birmingham. The Hours are full-time consisting of 36.5 Hours a week.
Vetting
Successful applicants will be required to pass Recruitment Vetting and Counter Terrorism Clearance scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process.
Medical
Appointment to this role will be dependent upon successfully medical checks, which may include a drugs test and if required a fitness test.
Interview
Interviews are due to take place w/c 13th March 2023
Contact
For further information please contact Mark Bennett ([email protected])
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.
It is important to note that there may be occasions where it is not practicable or appropriate to interview all disabled people who meet the essential criteria for the job. For example: in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. In these circumstances, the employer could select the candidates who best meet the essential criteria for the job, as they would do for non-disabled applicants.
"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"
