Head of Customer Relationship & Operations

Job Title: Head of Customer Relationship & Operations

Salary: The starting salary is £80,260, which includes allowances totalling £2,928.

The salary is broken down as £77,332 basic salary, which will increase annually until you reach the top of the scale £89,320. Plus, a location allowance of £1,928 and a non-pensionable allowance of £1,000.

Location: Perivale Car Pound

This is an exciting time to be working as Head of Customer Relationships and Operations 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 Met employee, there are more opportunities for you to get involved in making London the safest global city in a time of unprecedented change within the UK’s largest Police Service.

The Vehicle Recovery Examination Service (VRES) is a key part of the Metropolitan Police Service’s (MPS) drive to tackle vehicle crime on the streets of London. We work in partnership with a number of external agencies and MPS contractors to remove, recover, restore and dispose of vehicles that are involved in collisions, serious and organised crime that require forensic examinations or those that are seized under Police powers for no insurance or unlicensed use. 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 operate out of two forensic compounds at Perivale and Charlton, processing approximately 40,000 vehicles per year. 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 to Londoners and it is vital we are able to continue to deliver this service to meet current and future demands. Right now, it is a particularly exciting time to join the team. We are currently undergoing a full business review aimed at identifying smarter ways of working and potential new growth opportunities both internally and externally.

How to apply

Click the apply now button below and start your career at the Met. Applications will be via a detailed CV, Personal Statement, and online application form. Your personal statement should outline why you are interested in the role and how your skills and experience demonstrate your suitability for the role. (NB. Please do not attach 2 copies of your CV).

Completed applications must be submitted by 23:55 on the 4th of February 2025.

Once received, your application will be reviewed against eligibility criteria, following this, your application will be reviewed by the hiring manager. The application review for this vacancy will commence 10/02/2025.

Following application review, successful candidates will be invited to interview. Interview dates will commence 27/02/2025.

Essential Skills:

• Able to problem solve complex issues and situations and create solutions under own direction within the broader context of MPS policies and procedures.
• Able to adapt to situations requiring strong analytical, interpretative and/or constructive thinking.
• Managing all aspects of contract lifecycle, from negotiation and execution to compliance monitoring, ensuring alignment with legal and business requirements.
• Excellent understanding of functional activities and priorities within a Public Sector, or similar complex, organisation at a senior levels.
• Well-developed understanding of finance and contract management.
• Good understanding of how assets are utilised by their customer groups, exhibits are processed and stored and how this can be optimised through strategic management and the provision of centralised services.
• Understanding of significant complex legislative and regulatory constraints, e.g. RTA1988, Road Traffic Regs 1984, PACE legislation, public order, road death investigation practises and those relating to the removal, loading and unloading, transportation, seizure, storage and disposal of motor vehicles.
• Proven experience in developing and implementing customer engagement strategies preferably in an Operational/Vehicle Management/statutory or similar service.
• Adept at working collaboratively with peer group and other stakeholders to drive improvements in customer experience
• Capable of operating on peer to peer basis at MPS Executive level – providing guidance, insight and advice for large exhibit management related needs.
• Well-developed change management skills to support new ways of working with the ability to challenge the status quo through the use of initiative, creativity and innovative thinking.

Desirable:

• Knowledge of vehicle recovery industry is desirable.
• A thorough understanding of risk management and complex interrelated issues.
• Willingness to work unsocial hours when required to support major events.

Additional Information

• This role will require regular travel from both VRES car pounds and contractor premises.
• The selection process will include a presentation assessment based on a role-based scenario followed by interview.