Head Of Customer Relationships

The Metropolitan Police Service is currently recruiting for a Head of Customer Relationships for an initial 6 month contract. Depending on business needs and candidate suitability, there may be the opportunity to extend employment. The rate on offer is £650 - £700 per day umbrella (inside IR35) or £504.56 - £543.37 per day PAYE.

The vision of the Metropolitan Police Service (Met) is to make London safe for everyone. They are radically changing to deliver high-quality policing services in a more efficient and cost-effective way, in line with the Mayor of London’s Police and Crime Plan.

This role will be based within MO11 Fleet services who operate out of Sidcup, Kent and they will offer a hybrid working arrangement of 3 days in the office per week however there may sometimes be a requirement to travel to other Met sites across London to meet organisation needs.

You will be required to lead and develop a team to enhance the overall fleet operation and ensure that we meet operational demands and keep London safe by ensuring a safe, fit-for-purpose and available in the most efficient and cost effective way. 

If successful you will be required to be vetted to CTC level, so the role wouldn’t be an immediate start.

Key Responsibilities

• Plan, organise and control the work of an entire customer service department to deliver excellent customer experiences
• Provide Fleet senior leadership expert guidance on delivery of excellent customer experiences to enable them to achieve their business objectives
• Balance competing and contradictory customer demands across long time horizons and multiple geographies
• Identify, develop, and deliver strategy and governance improvements and contribute towards the development of strategic direction, key objectives and financial success factors for Fleet Services
• Deliver daily, weekly, and monthly balanced scorecard targets and report on KPIs for Fleet Management
• Be fully accountable for the success Of Customer facing services, functional targets, achievement of all departmental KPIs and the continuous development of departmental staff
• Establish and deploy balanced resourcing levels to provide effective and efficient 24/7 call centre response to meet MPSs’ requirements, taking due account of the welfare of support staff

The ideal candidate

• Excellent understanding of functional activities and priorities within a Public Sector, or similar complex, organisation at a senior level
• An ability to quickly build positive stakeholder relationships and influence both internal and external stakeholders
• Able to problem solve complex issues and situations and create solutions under own direction within the broader context of MPS policies and procedures
• Able to adapt to situations requiring strong analytical, interpretative and/or constructive thinking
• Able to demonstrate a significant degree of evaluative judgement within the context of a public sector organisation
• Proven oral and written communication skills from senior level to front line operations, adapting these to suit the audience
• Works across organisational boundaries to develop and implement customer focussed solutions
• Proven experience in developing and implementing customer engagement strategies preferably in a uniformed/statutory or similar service

If you have the right skills and experience suitable for this position, apply now and we’ll be in touch.