Vacancy Information
Division / Department - Contact and Control
Grade - Grade E
Status - Full Time
Contract Type - Permanent
Salary Grade Range - £28,372 - £32,224
Working Hours - 36.0 Hours per Week
Shift Allowance - No
Politically Restricted - No
Location - Surrey Police Headquarters, Guildford
The starting salary for this role will usually be at the bottom of the salary range and will be pro-rata if the working hours are less than full time.
Chief Constables' Message
We really welcome your interest in joining our Police Force. It is a privilege to lead the teams in Surrey Police and Sussex Police who continuously work selflessly and tirelessly in order to keep people in our counties safe.
We are looking for talented and inspirational people who put the needs of the public at the heart of everything that they do and who want to make a difference. If you feel you are that person then we want to hear from you.
We wish you all the very best with your application.
Chief Constable Tim De Meyer & Chief Constable Jo Shiner
The Role & Key Responsibilities
From your first day with us you will be part of a policing family making a real difference.
It is our mission to identify and protect vulnerable people, prevent and respond to harm and keep people safe.
We’re thrilled to announce an exciting opportunity to become part of the newly established Service Improvement Team within the Force Command Centre. This is your chance to make a meaningful impact by helping to enhance the quality of service we provide to the public.
The Force Command Centre (FCC) is responsible for public contact in Surrey, whether by telephone, electronic means or face-to-face at police station front counters. That contact is then risk assessed, and appropriate resources are allocated. The unit is focusing on ensuring the most appropriate response is provided, taking into account an assessment of the risk, the current priorities and the needs of the individual.
As a Service Improvement Team Specialist, you’ll be at the forefront of driving change, innovation, and excellence. You’ll work collaboratively with colleagues to identify opportunities for improvement, implement effective solutions, and foster a culture of continuous development.
Working here provides a career with meaning and the chance to make a difference. We strive to achieve the highest standards for the communities we serve.
Day-to-day duties and key responsibilities:
1. Champion service excellence and lead by example
2. Promote a positive, proactive working environment
3. Identify and implement service improvements that benefit both staff and the public
4. Collaborate across teams to share best practices and drive innovation
5. Support the development of a culture rooted in continuous improvement
6. To execute and provide reports on specific thematic audits
7. To continuously seek opportunities for quality and performance improvement using research and innovation to make problem solving recommendations.
8. Use research, audits and performance data to identify areas of training and development need and then provide concise reports and recommendations to the Service Improvement Team supervisor
9. To devise and continuously improve feedback mechanisms between the Service Improvement Team, Force Command Centre supervisors, Room Managers, FIMs, Silvers and the senior management team. Follow up with all first- and second-line managers to ensure feedback is being provided in a timely and consistent fashion
Skills & Experience
10. Either English GCSE Grade C or above, English ‘O’ Level, or equivalent, e.g. OCR Level 2 in Literacy and a good working knowledge of basic statistics.
11. Previous demonstrable experience of working either within a call centre or customer service quality assurance environment.
12. Excellent verbal communication skills
13. Excellent written communication skills
14. The ability to work calmly and effectively under pressure to highlight risks, prioritise issues, take control and respond promptly to changing situations.
15. The ability to listen and question effectively, consider options for actions, and respond appropriately and sensitively to requests for information or assistance, based on training, knowledge and experience of Force policies.
16. A working knowledge of Microsoft or window-based packages and can demonstrate the ability to learn and use a variety of computer-based systems as the post holder will be required to become proficient in the use of Surrey Police systems including Command and Control and Crime Recording systems and PNC.
17. To be able to demonstrate a desire to be part of a continuous improvement culture, and the ability to undertake continuous professional development to maintain expertise in this area.
Why Work With Us?
Policing is an exciting 24/7 business and we all have commitments outside work. We’re invested in supporting people to balance their life with work and we encourage flexible working. We are open to conversations about job shares and part time working. We encourage agile working, giving you the opportunity to manage your own diary and work wherever you give the best service to the public. This may include flexi-time and home working.
We take pride in looking after our people and offer a variety of benefits;
18. career progression
19. contributory pension scheme (LGPS)
20. generous annual leave allowance
21. discounts for everyday spend
22. on-site gyms and a range of sports clubs
23. generous and supportive parental leave
24. financial and mental wellbeing guidance and support
25. discounted contributory healthcare scheme
Please use the following links for more information on the benefits of working with or
Further Information
If you would like to discuss this role further or require any further information please email the FCC Transformation team at k
Diversity Statement
We are only as good as our people. It's important that our officers and staff can be themselves in the workplace and we know that as an organisation we'll grow from the variety of thinking, approach, and the skills that diversity brings; all of which help us to deliver a better policing service. We strive to ensure how we deliver our services, provide information and how we recruit is open and accessible to all.
We have multiple staff support groups who help to improve our understanding of minority issues and ensure they are reflected in our work. We are proud members of Disability Confident, hold Race Equality Matters Trailblazer status, are a signatory of the Race at Work Charter and are aligned with the Armed Forces Covenant and the HeForShe movement.
We are committed to being an anti-racist police service. We promise to challenge injustice, ensure fairness and to uphold anti-racist principles in both our organisation and our communities. For more information, you can read our .
We value the differences that people bring from all backgrounds and communities. Regardless of age, sex, ethnicity, sexual orientation, gender identity or gender expression, disability, social status, or religious belief, we would love to hear from you.
Please use the following links to find out more on Equality, Diversity and Inclusion at and
Additional Information
Following submission of your application you will receive a confirmation email with a copy of your application attached. Occasionally emails from this address can fall into spam/junk folders so please ensure this is checked regularly. You may wish to consider addingto your address/contact list to ensure you receive all communications.
This post is being advertised in parallel with Force redeployment processes. Any redeployees who are identified will be given preference. This may result in the post being withdrawn at any point during the recruitment process.
Please note that not all jobs are available for internal candidates across both Forces, the current agreed recruitment principles are;
26. vacancies in collaborated units are available to all officers and staff across both Forces
27. vacancies in non-collaborated units are only available to officers and staff within the Force with the vacancy unless it is advertised externally
28. if the vacancy is advertised externally and an officer or member of staff from the other Force is successful it will result in a transfer of employment
Surrey Police and Sussex Police Special Constables, Volunteers and Agency Staff (excluding self employed workers) covered under the Agency Worker Regulations (AWR) are eligible to apply for internal advertised posts.
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