Contact Centre Senior Manager
Salary: £53,451 – £57,186Contract: Permanent, full timeLocation: West Yorkshire Police
Looking for a leadership role where you can make a real impact in a high performing, fast paced operational environment? This is a key position within West Yorkshire Police’s Contact Directorate, providing strategic leadership across a complex operational portfolio serving the public, officers, staff and partner agencies. You will lead and motivate teams to deliver a high quality, timely and professional service while ensuring the smooth delivery of emergency and non‑emergency communications.
As a senior manager, you will play a critical role in shaping service performance, supporting staff wellbeing, driving continuous improvement and ensuring compliance across multiple operational functions. You will also act as a vital liaison point coordinating communication and service delivery between internal departments, the public and external agencies. This is an excellent opportunity for an experienced leader with strong operational insight, excellent people skills and a passion for delivering public focused service excellence in a demanding and rewarding environment.
Role and Responsibilities
- Lead by example, upholding the Police Code of Ethics and ensuring staff consistently reflect Force values
- Manage staff performance, attendance and wellbeing in line with policies and procedures.
- Maintain strategic oversight of Contact Centre teams, ensuring effective recruitment, training and resource deployment
- Drive continuous improvement through operational planning, efficient resource coordination and preventative policing approaches
- Ensure compliance with HMICFRS, national standards and Force strategies through effective partnership working
- Monitor and evaluate performance to improve service delivery, user satisfaction and service recovery
- Provide clear, ethical operational advice to internal and external stakeholders.
- Support budget management, including funding negotiations, contract oversight and efficient resource use
- Develop staff capability through targeted support, skills development and behavioural guidance
- Oversee the maintenance and continuity of technological systems, ensuring effective procedures and resource allocation
Expectations
- Communicate effectively with staff, partner agencies and senior stakeholders
- Demonstrate strong leadership, analytical and decision‑making skills
- Apply operational knowledge to support service delivery improvements
- Work confidently with policies, risk management processes and operational planning
- Manage high‑pressure workloads and make timely, informed decisions
- Maintain a flexible and adaptive approach within a demanding environment
- Operate collaboratively across districts and specialist departments
Essential Criteria
- Proven senior managerial experience in a large commercial or public sector call centre environment
- Strong written, verbal and interpersonal communication skills
- Strong analytical, leadership and innovation capabilities
- Experience of change management
- Knowledge of financial and budgetary principles
- Experience working within a Contact Centre environment
- Ability to share managerial responsibility for approximately 650 staff
- Ability to analyse information and produce detailed reports
- Knowledge of GDPR, the Computer Misuse Act, MOPI and Force policies
- Basic understanding of budgeting, financial systems and contract management
- IOSH Managing Safely (or equivalent)
- Willingness and ability to travel across West Yorkshire and attend local, regional and national meetings
Benefits
- Generous annual leave allowance – 27 days, rising to 32 days after five years of service plus bank holidays
- Office‑based SLT across the force as required
- Membership of the West Yorkshire Pension Fund, a secure Defined Benefit CARE scheme
- Access to savings, discounts and cashback rewards through staff schemes, including eligibility to purchase a Blue Light Card and membership to the Company Shop
- Access to 24/7 Employee Assistance Service
- Membership options for the Police Treatment Centre and The Police Children’s Charity (eligibility‑dependent)
- Opportunities for career development and training
- Supportive HR policies, including maternity, paternity and other family‑friendly provisions
- A meaningful career with a clear sense of purpose supporting policing services that protect communities
- Option to sign up to the Cycle to Work scheme (eligibility‑dependent)
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