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CONNECT Support Team (CST) Coordinator – Ticket Resolution (24/7)

Metropolitan Police -
Newlands

Apply Now

Job details

Full-time
£37,510 - £48,021 a year
5 days ago

Benefits

Annual leave
Company pension
Work from home
Pay rise

Qualifications

Microsoft Word
Microsoft Excel
Customer service
Computer literacy
English
Quality control
Root cause analysis
Communication skills

Full job description

CONNECT Support Team (CST) Coordinator – Ticket Resolution (24/7)

Vacancy Reference Number

21685

Number of Vacancies

(B) OCU

Digital, Data & Technology

Location

The main location for this role is Newlands Park (SE26 5NF) with requirement to travel across the Met Estate, to attend meetings as required by the business.

Building

Newlands Park

Band

Band D

Part/Full Time

Full Time

Hours per Week

36 hours per week

Type of Contract

Permanent

Job Advert

Job Title: CONNECT Support Team (CST) Coordinator – Ticket Resolution (24/7)

Salary: The starting salary is £48,021 which includes allowances totalling £3,009 and a 20% shift allowance.

The salary is broken down as £37,510 basic salary, which will increase annually until you reach the top of the scale £40,141. Plus, a 20% shift allowance, location allowance of £2,009 and a non-pensionable allowance of £1,000.

Location: The ‘home base’ Met location for this role is Newlands Park (SE26 5NF) with requirement to travel across the Met Estate, to attend meetings as required by the business.

“Keep checking Met Careers on a daily basis for new and exciting opportunities being released to join Digital & Innovation!”

Policing London is a hugely complex challenge that evolves every day. To make sure the Met is up to the task, we need the right IT and systems across our organisation. As a CONNECT Support Team (CST) Coordinator – Ticket Resolution (24/7), you will help to enable us to do our best for the London area. Join us and play your part in making London the safest capital in the world and delivering ‘More Trust, Less Crime and High Standards’.

As a member of the Met, you will also enjoy great benefits including annual leave, civil service pension arrangements, maternity/paternity support, as well as being part of a continuous learning culture.

Digital & Innovation Business Group

The Digital & Innovation Business Group brings together technology, the effective use of data, and our capability to deliver change and reform to drive the Met forward: this is central to progressing delivery of New Met for London 2. It includes the Met’s Transformation, Technology, Data and Analytics functions, as well as work underway to make the organisation more productive and efficient (referred to as Productivity & Efficiency or P&E). The Group was created in early 2026 and is led by Marie Heracleous, Chief Digital & Innovation Officer. It’s an exciting time to be part of D&I, as it builds new capabilities and ways of working to support the frontline and make a real difference to London.

Job Purpose

The Met provides support to Police Officers, staff members and external partners via online self-help guides and a dedicated team of specialists; the CONNECT Support Team (CST). The CST provides 24/7 user support from a single location, using a variety of software and enhanced skills. Although work from home opportunities have recently been implemented in line with Met policy.

The role of the CST Coordinator (Subject Matter Expert) is to provide support to all Met employees and on occasion, external stakeholders. The role will require.

CONNECT information security risk identification and immediate response.
Ensure that all users follow correct CONNECT and POLE software platform procedures, policies and documentation requirements.
Provide guidance to all users on business processes, interim business processes and archived data.
Provide software and system guidance to Met specialist teams such as DPS and Met Intel.

Key Role Responsibilities

The role of the CST Coordinator will be to lead the support of CONNECT and be accountable for:

Develop and maintain a strong understanding of CONNECT software, including its processes, functionality, and integration with other Met systems. Demonstrate professional curiosity by continuously building CONNECT knowledge and expertise, ensuring awareness of CONNECT and wider Met procedures remains accurate and relevant to provide effective support.
Managing the CST Administrators who handle Ticket Resolution, ensuring that the large volume of support requests is handled and delivering the best quality of service for end users and partners. Coordinators will set targets, implement guidelines, monitor performance and dip sample to ensure the support team objectives are achieved.
To initiate and support the CONNECT Major Incident process by identifying significant service interruptions across the Met and providing timely, critical impact information to the Major Incident team.
Manage the team’s day‑to‑day performance and effectiveness, fostering a culture of continuous improvement and high‑quality service, while actively encouraging meaningful engagement with end users.

Additional Information

Vetting Clearance

This post requires access to the most sensitive intelligence material on a daily basis. Applicants must hold or be prepared to undergo National Security Vetting (NSV) Security Check (enhanced) (SC(e)) level before taking up the post.

Working Pattern

Hybrid Working available in line with the Metropolitan Police Service hybrid working policy.

CST provides a service 24/7, 365 days per year. Staff work 12-hour shift pattern 7am to 7pm and 7pm to 7am.

How to apply

To begin your career at the Met, please click the "apply button “. The application process requires a comprehensive CV, a Personal Statement, and an online application form. In your Personal Statement (1-page of A4, 500 words maximum) you should explain your interest in the position and illustrate how your skills and experience (see stated criteria) make you a suitable candidate. Please note that you should not submit two copies of your CV and ensure that your documents are saved in either PDF or Word format, clearly labelled as CV and Personal Statement.

Completed applications must be submitted by 23:55 on 18th June 2026.

Once received, your application will be reviewed against eligibility criteria, following this, your application will be reviewed by the hiring manager.

Following application review, successful candidates will be invited to interview.

www.metpolicecareers.co.uk

Essential For The Role

Essential Criteria:

Knowledge

Sound knowledge of the CONNECT CASE module.
Understanding of CASE‑related processes and procedures.
Awareness of third‑party systems, including the Police National Computer (PNC), Case Management System (CMS), and HMCTS Common Platform.
Awareness of custody and court processes, including available disposal options.

Awareness of IT service management best practices, including Major Incident Management.
Familiarity with root cause analysis methodologies.

Skills

Ability to identify and distinguish between system defects and user error, providing effective resolutions that minimise impact on performance, staff, the public, and Met reputation.
Demonstrable inclusive behaviours.
Ability to respond promptly and appropriately to urgent or high‑risk incidents in line with CONNECT Support Team processes.
Strong interpersonal and communication skills, with the ability to engage effectively with end users and internal stakeholders.
An investigative and analytical mindset, able to diagnose issues and drive effective resolution.
High level of computer literacy, including proficiency in Aware, Microsoft Word, and Excel.
Ability to develop and maintain strong operational knowledge of CONNECT.
Strong customer‑service ethos with a drive to deliver high‑quality support to all stakeholders.
Ability to apply quality control measures (initially under guidance) to ensure compliance with data standards and service expectations.
Ability to identify process inefficiencies and recommend improvements.
Ability to navigate and utilise PNC and Common Platform systems.
Evidence of inclusive behaviour.

Experience

Experience working effectively in a high‑pressure, time‑critical environment.
Proven experience managing teams, motivating and developing individuals to achieve high performance.
Demonstrable ability to work to tight deadlines, prioritise workloads, and negotiate timescales to meet SLAs.
Experience delivering high standards of customer service and communication, including liaison with internal OCU/Met units and close collaboration with CONNECT Product, Data Quality, CST, and Digital Policing teams.
Experience in risk management, including identifying, recording, and escalating issues with significant impact.
Experience supporting or contributing to major incident remediation activities.
Experience using one or more third‑party systems (e.g. PNC and/or Common Platform).

Required Languages

English

Reports To

Band C - CONNECT Support Team (CST) Manager

Candidate Information Pack

Band D Products CONNECT CONNECT Support Team (CST) Coordinator - Ticket Resolution (24-7) 202605.docx – 163KB Opens in a new window
Converted File Band D Products CONNECT CONNECT Support Team (CST) Coordinator - Ticket Resolution (24-7) 202605.docx.pdf – 274KB Opens in a new window

Additional Information

CVF Staff Band.pdf – 971KB Opens in a new window

Disability Confident Statement

The Met is committed to being an equitable (fair and impartial) and inclusive employer for disabled people, striving to have a diverse and representative workforce at all levels. We encourage applications from people from the widest possible range of backgrounds, cultures and experiences. We particularly welcome applications from people with disabilities and long-term conditions, ethnic minority groups and women.

As a Disability Confident Leader, the Met has committed to making disability equality part of our everyday practice. We ensure that people with disabilities and those with long term conditions have the opportunities to fulfil their potential and realise their aspirations.

The Met is committed to making reasonable adjustments to the recruitment process to ensure disabled applicants can perform at their best. If you need any reasonable adjustments or changes to the application and recruitment process, we ask that you include this information within your application form. All matters will be treated in strict confidence.

Please note, if you are applying for a police officer role or to become a police community support officer (PCSO) or designated detention officer (DDO), there is a minimum requirement that you must pass a job-related fitness test (JRFT) at point of entry. This does not apply to police staff roles. Find out more about police fitness standards.

Read our full disability confidence statement.

Apply Now

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