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VRES Contact Centre Manager

Metropolitan Police -
Charlton

Apply Now

Job details

Full-time
£37,510.00 - £45,207.75 a year
1 day ago

Benefits

Pay rise

Qualifications

Customer service
Microsoft Office
Analysis skills
IT

Full job description

VRES Contact Centre Manager

Vacancy Reference Number

20905

Number of Vacancies

(B) OCU

Operational Support Services

Location

Charlton Car Pound

Band

Band D

Part/Full Time

Full Time

Hours per Week

36 hours per week

Type of Contract

Permanent

Job Advert

Job Title: VRES Contact Centre Manager

Salary: The starting salary is £45,207.75 which includes allowances totalling £3,009 and a 12.5% 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 12.5% shift allowance, location allowance of £2,009 and a non-pensionable allowance of £1,000.

Location: Charlton Car Pound

This is an exciting time to be working as a Contact Centre Manager for the Metropolitan Police Service. In addition to large-scale transformation, there's the unique and ever-evolving challenge of policing London. This means that as a Contact Centre Manager, there are more opportunities for you to get involved with making London the safest global city in a time of unprecedented change within the UK's largest Police Service.

Vehicle Recovery Examination Services (VRES) is a key part of the MPS drive to tackle vehicle crime on the streets of London working in partnership with a number of external agencies and MPS contractors to remove, recover, restore and dispose of vehicles that are involved in collisions, those involved in serious and organised crime that require forensic examinations or those that are seized under Police powers for no insurance or unlicensed. We support Frontline policing and operate 24/7/365, we have our own unique In-House Policing Team and a Command-and-Control team.

We currently operate out of two forensic compounds, Perivale and Charlton. Processing over 36,000 vehicles, we deal with everything from two-wheel bikes all the way up to and including HGV’s. Our work has a direct impact upon the service the MPS delivers Londoners and it is vital we are able to continue to deliver this service to meet current and future demands.

The VRES Contact Centre is the nerve centre of VRES and manages the deployment of all vehicle recovery requests for the MPS, is based at Charlton Car Pound and operates a 24-hour period, 7 days per week, 365 days per year.

The roles shift pattern will comprise of a 4 on 4 off shift pattern working a mixture of weekdays, weekends and bank holidays performing early and late shifts (currently 0630-1815hrs and 1100-2245hrs) which will alternate a week at a time for example a week of earlies followed by a week of late shifts and as such will attract a 12.5% shift disturbance allowance.

In addition to the management of the team the role can be ‘hands on’ and you will be responsible for undertaking some of the same duties performed by the Contact Centre Operators however the first priority of the role is the management responsibilities and activities.

You will be required to attend and successfully complete training in both CAD (and/or CAD replacement) and PNC courses within the first twelve months of being in post. You will also be required to attend and pass First Aid at Work Training, NEBOSH and Fire Warden Training.

You will be required to work as part of a team to ensure delivery of MPS’s strategic priorities, support a culture of organisational learning and sustain the wellbeing of self and others. Key tasks will include but are not exhaustive:

Maintain full ownership for the delivery of the Contact Centre service ensuring full compliance with statutory and mandatory MPS working practices.
Demonstrate exceptional customer service and constantly strive to deliver operational excellence.
Liaising with provider Control Rooms and Police Officers who are awaiting our services to ensure effective and efficient recoveries, minimising any unnecessary officer dwell times.
Gather and analyse performance data and report on Contact Centre metrics to the senior leadership team as well as conducting an audit process on charging grids applied identifying any errors and providing reports re financial implications.
Coordinate the activities of the Contact Centre Operators and Specialist Operations Manager to deliver on key metrics and targets, ensuring that In-House Recovery Team is fully utilised.
Accountable for the Contact Centre Operators ensuring that welfare, staffing and process performance is effectively managed. Including coordinating shift patterns and priorities for all
Lead team reviews and huddles, ensuring that they are an open and safe forum for expressing concerns, where people can give feedback to others on day-to-day issues, treat meetings as a learning opportunity, whilst enforcing the team ethos
Proactively ensure all training records are up to date and ensure any refresher training is co-ordinated in the form of planning for abstractions.
Take part in root cause problem solving initiatives and other projects on a regular basis to ensure that MPS consistently improves in every way possible.
Keep up to date with changes to policy and working practices.

How to apply

To begin your career at the Met, please click the "apply button “. The application process requires a comprehensive CV and an online application form. Please ensure that your documents are saved in either PDF or Word format, clearly labelled as CV.

Completed applications must be submitted by 23:55 on 6th July 2026.

www.metpolicecareers.co.uk

Essential For The Role

Essential Criteria

High level of interpersonal skills to establish and build positive relationships with our customers and contractors
Excellent customer service skills to ensure our customers receive a premium service
Strong analytical and problem solving skills to correctly identify issues and determine the most effective solutions
IT literacy including working knowledge of Microsoft Office programs with the ability to pick up a whole suite of policing programs including CAD, PNC, ELVIS, Webfleet (full training can be provided)
Previous experience of dealing with the public and complaints process

Reports To

Service Delivery Manager

Additional Information

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

The following competencies will be tested against during sift:

We are emotionally aware at level 2

We take ownership at level 2

We analyse critically at level 2

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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