Project Support Officer Secondment until March 2024 Birmingham, England
Job description
Role: Project Support Officer Fixed Term Contract until March 2024
Grade: Grade 4
Salary: £23,331-£26,565
Location: Coventry Police Station (must be able to travel across the whole of the west midlands when required)
Closing Date: 8th March 2022
Secondment Until March 2024
Job Description
Corporate Asset Management is seeking a Project Support Officer who is motivated and methodical and who has a passion for delivering excellent customer service. The post holder will drive delivery and operational performance, by training, mentoring and coaching the project delivery team to ensure that there is the resource to deliver project goals. This is a demanding role which will monitor service delivery against agreed performance targets, service level agreements and statutory regulation, whilst being at the forefront of delivery of transformational change in the service area, within Enabling Services and across the organisation.
Responsibilities:
- Development and management of first class, multi-channel, customer focused services
- Work as part of a collaborative goal orientated team focused on achieving project outcomes.
- Deliver services that are on time and right first time.
- Actively promote the use of self service and new ways of working to customers.
- Develop and maintain knowledge across all areas within the remit of the role (policies, processes, systems, service level agreements and performance targets).
- Supervise, plan and drive the day to day delivery and performance of the end to end operations of the service delivery area.
- Coach, mentor and train the project delivery teams, creating a professional environment and promote achievement orientated teams, ensuring that the teams have the correct skills, competencies and resource levels to deliver.
- Promote a culture of customer focused service delivery in all team members, ensuring that ideas for service improvement are actively encouraged.
- Monitor service delivery ensuring (including DIP sampling) that a high level of quality is provided at all times and that services are delivered against agreed service level agreements, governance, performance targets, audit controls, Force policy and statutory legislation.
- Effectively deal with escalated customer complaints.
- Deliver change work streams/projects in line with the 2020 blueprint, vision and transformation programme plan to deliver significant transformational change.
- Prepare the service for Audit inspections and implement and embed agreed recommendations.
- Produce accurate data, including performance management and management information
- Ensure the intranet and self-service portal are up-to-date with key service information and provide customers with self-service access to services
Skills and Competencies:
Essential:
- Be a clear communicator with good communications skills both verbal and written.
- Can collaborate and can engage with people at all levels.
- Has good presentation, change management and influencing skills.
- Manages resources (directing, supervising, coaching, motivating, developing and improving the performance of others) and plans for high performance to gain the maximum benefit.
- Is goal orientated, achieves outcomes for customers – is customer and outcome focussed.
- Uses initiative, is innovative and delivers change.
- Possesses a high degree of accuracy and attention to detail.
- Can analyse data and prepare recommendations.
- Highly motivated & resourceful with excellent problem solving skills.
- Inquisitive, flexible and adaptable and able to learn new processes and systems quickly and effectively.
- Able to work effectively as part of a team and deliver results in a highly pressured environment.
- Able to prioritise and manage own workload and that of others.
- Is IT literate, including the effective use of MS Office and core systems within Shared Servic
- Experience of working in a transactional & customer service delivery environment
- Experience of directing, supervising, coaching, motivating, developing and improving the performance of others.
- Good knowledge of the Force People policies, MoPI, and Detained Property policies.
- Knowledge of what excellent service delivery looks and feels like.
- Experience of detained property, tape library, crime and non-crime filing (service catalogue, policies, processes, systems, service level agreements and performance targets).
- Experience of delivering initiatives/projects that increase efficiency, reduce cost and improve the overall customer experience.
- Experience of developing and maintaining, standard operating procedures, processes and audit controls.
- Experience of monitoring service delivery & quality and producing useable performance and management information.
- Experience of developing strong working relationships with a wide range of stakeholders.
- Experience of managing own workload and that of others.
- Experience in manual handling and warehouse experience
Desirable:
- Experience of working in and supervising a progressive fast paced customer service environment.
Hours:
Working outside of standard office hours may be required. There is a requirement to work flexibly at all times with due regard to prevailing workloads and priorities. There will be a requirement to travel on a frequent basis to other locations within the Force area, including the requirement to cover other Project Support Officers and their locations as and when required.
Location:
The role is based in Coventry station however successful candidates are required to work in various police buildings across the whole of the West Midlands so it is essential you are able to be flexible with travel.
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.
Interviews:
Interviews will take place on the 16th and 21st March 2022
Contact:
For further information about the role please contact Saima Khan [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"
