Essential Knowledge and Experience

• 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 including MoPI, Records Management 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.

Desirable Knowledge and Experience

• Experience of working in and supervising a progressive fast paced customer service environment.
• Knowledge of process redesign & quality assurance techniques.
• Experience of working with Detained Property, Tape Libraries and Filing systems
• Experience of working in a stores or warehouse facility and safe manual handling practices.

Essential Skills

• 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.

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 and work from multiple locations within the Force area, including the requirement to cover other Project Support Officers and their locations as and when required.

Interviews: Feb 2021

West Midlands Police are currently undertaking a long term review of staff pay and conditions.  The grade, pay and other terms of employment are therefore subject to review and may change in the future. 

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 Guaranteed Interview Scheme - all candidates who declare a disability and meet the essential criteria for the role will be guaranteed an interview.

"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"