Service Care Solutions Ltd

Digital Single Online Home Coordinator - Police

Service Care Solutions are looking for an experienced Digital Single Online Home Coordinator to work on a full-time contract in Westminster
The role will be working with a local Police Force.


Purpose:


The platform is customer-focused and represents a transformation in provision across first contact, service delivery, recovery and ongoing relationship management.

A digitally-enabled police service will transform the relationship with the public by offering true channel choice.
Giving the public the option to engage with the police on social media, via the force website or through more traditional channels.

The public will be able to report incidents and make enquiries online, these will be prioritised to manage demand and ensure that the public are directed to the person or service that is best able to deal with their request.
Under the SOH service, Policing has launched a new Police.uk site to replace the current Home Office owned site which covers various websites.

There is a requirement upon forces to provide data for Police.uk.

This data is then visualised on the website, as per the Home Office's commitment to transparency and open data.

One website in its current format will be decommissioned in July 2019, at the end of the existing contract.


In short, we are delivering the world's largest digital police force and we would like you to join us on this exciting journey.


Responsibilities:


Knowledge
, Excellent working knowledge of the applications and services in the area of responsibility and the operational impact of non-availability.
, Detailed understanding of specific application related technology to be able to challenge support providers.

Also able to use knowledge to identify and target service related improvements (both digital and process related).
, Excellent knowledge of ServiceNow and ITIL (essential).


Skills
, Excellent stakeholder management (essential)
, Excellent interpersonal skills, including teamwork, collaboration, and achieving results by influencing others (essential).
, Excellent communication skills both written and verbal (essential).
, Ability to identify and explore opportunities for service improvement.

Can analyse, prioritise and implement improvements.

This includes recognising the potential for automation of processes, and managing change or assisting in implementation where needed (essential).
, Ability to quickly get to the heart / root cause of a problem and propose solutions (essential).
, Ability to use specialist knowledge of business and applications to provide support and also challenge users, suppliers and colleagues (.
, Ability to prioritise and plan tasks and outcomes, balancing priorities against deadlines (essential).
, Ability to analyse trends and produce a service dashboard (essential).
, Experience of working in an Agile Sprint environment (desirable).
, Technical appreciation working in a digital web environment (desireable).


Expertise
, Strong background in digital customer service and stakeholder management
, Customer / stakeholder relationship management and customer focussed delivery in a digital environment.
, Analysis of failure within services and identification of root causes for that failure together with identifying a plan to address the failure
, Identification of opportunities for cost reduction and improvement within an existing service
, Experience of working with and managing 3rd parties.


If this is something you could be interested in, please just call Martin Cookson on 01772 208962.




Share Job