Public Service Centre Supervisor

Public Service Centre Supervisor

A vacancy has arisen for a supervisor in the Joint Public Service Centre, at Police Headquarters, Bridgend. This is a unique and exciting opportunity to work in an Emergency Control Room where all 999 emergency and 101 non-emergency calls from the public are received.

We are looking for a dynamic and enthusiastic individual who can work under pressure and supervise a shift working 24/7, 365 days of the year. The role is to support Public Service Team Shift Manager to deliver effective management of calls and incidents and any associated processes

The salary scale is SO1/SO2 starting at £30,420 plus 20% shift allowance and weekend enhancements

The roles are full-time and based at the Public Service Centre, South Wales Police Headquarters, Bridgend however Part Time Working/Job Sharing will be considered

• South Wales Police are proud of our Public Service Centre (PSC), a Centre that puts the communities of South Wales at the heart of everything it does. Our highly trained staff will answer and respond to emergency, non-emergency calls, and digital contact.   Our Centre handles over 700,000 emergency and non-emergency calls, and 175,000 digital contacts from members of the public every year.
• The PSC provides support to operational officers through radio dispatch.
• Our staff are Contact Resolution Officers (Call Handlers) and Incident Risk and Resolution Officers (Call Handler/Dispatchers)
•  The PSC is open 24 hours a day, seven days a week, and is the first point of contact for South Wales Police.
• The PSC is responsible for every police deployment in the force area. It is the first point of operational command for all major incidents in the area
• Our staff can positively influence the overall experience people have of the service provided by South Wales Police
• It’s not just the public that our staff talk to, we also liaise with the Fire and Ambulance services, Local Authorities, Highways, other Police Forces and much more

The role of the Supervisor is to: 

• Support the Public Service Centre Shift Manager in delivering the effective management of resources
• Support the Force Incident Manager during critical or potentially critical incidents to ensure the safety of all and contribute to the timely resolution of incidents
• Monitor and review on-going incidents and support staff to ensure effective and efficient responses in accordance with set performance guidelines
• Act in adherence to all other legal frameworks, key working principles, policies, and guidance relevant to the role to maintain effective, secure, and legal working practices
• Have responsibility for a number of staff, ensuring their wellbeing, performance and development are regularly monitored
• Be operationally aware and deliver the most effective service to our communities
• Liaise with Police Officers, Police Staff, General Public, External Organisations, Agencies and Partnerships as required

Provide advice to members of the public including on escalated matters

• Audit the work of Public Service Centre staff and identify individual or team training & development needs to provide appropriate coaching and performance feedback
• Adopt a continuous improvement mind-set to improve the service delivery
• Take into consideration value for money in decision making

 Shift Pattern

You will be required to work a shift pattern, which consists of working a combination of eight and ten hour shifts over a 24/7 period for six days which will include morning, afternoon and night shifts, followed by four rest days. In addition, you will be required to work on critical dates throughout the year i.e., New Year’s Eve

 The successful candidate must be willing to undergo vetting to RV level

 Please be aware that if your current post is within the Public Service Centre, if you were employed after 1st February 2017, you must have completed 2 years tenured service before applying for any other roles

 If you are currently involved in an ongoing PSD Investigation, then you will not be eligible to apply for this role

 For further information please contact the Public Service Centre Shift Manager, on 016565 655555 extension 49090

 Please Note - Medical Checks

Applicants will be invited to complete a medical questionnaire which may be discussed to identify any issues which may prevent appointment because of a risk to the applicant or anyone using the service of South Wales Police. In addition, a hearing test will be completed for the purpose of health surveillance