Senior Customer Relationships Manager

The Metropolitan Police Service is currently recruiting for a Senior Customer Service Manager 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 £500 - £600 per day umbrella (inside IR35) or £387.79 - £464.94 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. 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 they 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

• Act as Fleet business partner, be the champion of assigned customer groups and ensure that Fleet Services brings its best to all customer engagements
• Lead collaboration with Senior Customer partnerships including chairing working groups to identify and implement service improvements
• Provide the bridge between future and current state for customer asset replacement plan and build the detailed demand plan with assigned customer groups
• Engage with senior front-line officers and staff to establish short term customer demand and balance this within territories and assigned customers
• Deliver daily, weekly, and monthly targets and report on KPIs
• Manage and balance resourcing for assigned customer groups to provide effective and efficient 24/7 support to front line user groups, taking due account of the welfare of support staff
• Evaluate staff performance, develop comprehensive training plans, ensuring all staff are aware of and able to work to Fleet Management standards
• To build the bridge between customer strategy and front-line delivery

The ideal candidate

• Knows how functional activities and priorities within a Public Sector, or other, complex, organisation operate
• Knows the impact of customer support functions in an asset availability management and the critical to success factors for customer focussed operation
• Knows how to manage customer expectations and balance supply and demand constraints
• Knows how complex operations fit together and can learn the organisational and governance structures within the MPS and how they interact with each other to deliver corporate priorities and objectives
• Has managed Customer Relationships at senior levels
• Has demonstrable experience of managing customer service delivery teams in similar complex, customer focused environments
• Has managed service performance levels with customers
• Has proven experience in building and managing Customer Relationships
• Has managed change across complex multiple stakeholder and customer landscapes and, in particular, in customer service environments

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