OCC Communication Supervisor

OCC Communication Supervisor – Warwickshire Police

Permanent Contract
· Full Time

Salary: £33,603.00 – £39,276.00

Those currently eligible on the redeployment register will be given prior consideration.

The main purpose of the role is to supervise staff and the overall performance of the Operations and Communications Centre, ensuring that a high‑quality service is delivered to members of the public, police officers and partner agencies across Warwickshire Police.

• Effectively supervise the management of calls for service and incidents, ensuring service delivery standards are met and prioritisation is given to those most vulnerable.
• Initial assessment, authorisation and management of incidents where a vehicle pursuit is required, in line with APP Roads Policing.
• Support the analysis and interpretation of performance data and identify recommendations for continual improvement of service.
• Deliver and monitor operational quality assurance, dealing with escalations and internal/external complaints relating to service delivery and ensuring compliance with national policies, guidelines and Force service standards.
• Supervise staff and real‑time contact demand using all available performance‑management tools, maintaining staffing levels to meet service demand.
• Provide operational support to the Force Incident Manager (FIM) as required for the management of major and critical incidents.
• Work with stakeholders to ensure service delivery is maintained during system outages, implementing full Business Continuity Plans/Disaster Recovery, including the critical 999 lines.
• Be responsible for people‑management activities, including absence management, performance reviews and providing evidence for capability development and disciplinary procedures.
• Maintain up‑to‑date knowledge of IT systems, security of information and working practices.
• Conduct employee communication briefings, encourage teamwork, share best practice and develop competence of OCC staff through mentoring and coaching.
• Manage small projects.
• Undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.

• 5 GCSEs at Grade A‑C or equivalent, including English Language and Maths.
• NVQ Level 3 Supervisory qualification or equivalent.

• Knowledge of National Contact Management Principles and Guidelines, National Standards of Incident Recording and Incident Deployment Principles.
• Experience in managing small projects.

• Proven experience of managing staff in a supervisory capacity within a contact centre or emergency service environment.
• Experience of mentoring, tutoring and/or coaching staff.

• Ability to analyse and interpret performance reports supported by IT systems.
• Proven ability to work to strict deadlines, managing a variable and diverse workload.
• Proven verbal and written communication skills, including conducting employee briefings.
• Analytical, review and presentation skills across multiple formats.
• Initiative and teamwork capability.
• Coaching and facilitation skills.
• Objective thinking, good investigation, problem‑solving and decision‑making skills.
• Proficient IT skills, including Microsoft Office.

• Shift working over a 24/7 period, including night working.
• Dealing with disturbing/unpleasant situations.
• DSE assessor training.
• Fire co‑ordinator and First Aid at Work duties.

We want our organisation to be as diverse as the community it serves. We welcome applicants from all sections of the community.

You will be required as part of the Warwickshire Police recruitment process to successfully complete vetting and credit checks.