Contact Centre Manager

Looking for a leadership role where you can make a real impact in a high performing, fast paced operational environment?
This is a key position within West Yorkshire Police s Contact Directorate, providing strategic leadership across a complex operational portfolio serving the public, officers, staff and partner agencies. You will lead and motivate teams to deliver a high quality, timely and professional service while ensuring the smooth delivery of emergency and non emergency communications.
As a senior manager, you will play a critical role in shaping service performance, supporting staff wellbeing, driving continuous improvement and ensuring compliance across multiple operational functions. You will also act as a vital liaison point co ordinating communication and service delivery between internal departments, the public and external agencies.
This is an excellent opportunity for an experienced leader with strong operational insight, excellent people skills and a passion for delivering public focused service excellence in a demanding and rewarding environment.

Role and Responsibilities
As a Senior Manager, you will hold a pivotal responsibility in ensuring the effective leadership, strategic direction and operational performance of the Contact Directorate.

Key Duties:
Lead by example, upholding the Police Code of Ethics and ensuring staff consistently reflect Force values
Manage staff performance, attendance and wellbeing in line with policies and procedures.
Maintain strategic oversight of Contact Centre teams, ensuring effective recruitment, training and resource deployment
Drive continuous improvement through operational planning, efficient resource coordination and preventative policing approaches
Ensure compliance with HMICFRS, national standards and Force strategies through effective partnership working
Monitor and evaluate performance to improve service delivery, user satisfaction and service recovery
Provide clear, ethical operational advice to internal and external stakeholders.
Support budget management, including funding negotiations, contract oversight and efficient resource use
Develop staff capability through targeted support, skills development and behavioural guidance
Oversee the maintenance and continuity of technological systems, ensuring effective procedures and resource allocation

Communicate effectively with staff, partner agencies and senior stakeholders
Demonstrate strong leadership, analytical and decision making skills
Apply operational knowledge to support service delivery improvements
Work confidently with policies, risk management processes and operational planning
Manage high pressure workloads and make timely, informed decisions
Maintain a flexible and adaptive approach within a demanding environment
Operate collaboratively across districts and specialist departments, Proven senior managerial experience in a large commercial or public sector call centre environment
Strong written, verbal and interpersonal communication skills
Strong analytical, leadership and innovation capabilities
Experience of change management
Knowledge of financial and budgetary principles
Experience working within a Contact Centre environment
Ability to share managerial responsibility for approximately 650 staff
Ability to analyse information and produce detailed reports
Knowledge of GDPR, the Computer Misuse Act, MOPI and Force policies
Basic understanding of budgeting, financial systems and contract management
IOSH Managing Safely (or equivalent)
Willingness and ability to travel across West Yorkshire and attend local, regional and national meetings

West Yorkshire Police staff can access a wide range of benefits designed to support work life balance, wellbeing, development and financial security. These include:
Generous annual leave allowance - 27 days annual leave, rising to 32 days after five years of service plus bank holidays (bank holidays to be worked on a rota basis, incurring additional compensation)
Office based SLT across the force as required
Membership of the West Yorkshire Pension Fund, a secure Defined Benefit CARE (Career Average Revalued Earnings) pension scheme
Access to savings, discounts and cashback rewards through staff schemes, including eligibility to purchase a Blue Light Card and membership to the Company Shop (membership fees to be paid by employee)
Access to Employee Assistance Service accessible 24/7, providing counselling and financial advice for you and your immediate relatives
Membership options for the Police Treatment Centre and The Police Children s Charity (eligibility-dependent)
Opportunities for career development and training
Supportive HR policies, including maternity, paternity and other family-friendly provisions
A meaningful career with a clear sense of purpose supporting policing services that protect communities
Option to sign up to our Cycle to work scheme (eligibility-dependent)