Job Details
Job Title: Contact Management Operations Manager
Salary: HMG Grade G ( GBP 53,436.00 : GBP 58,545.00 per annum)
Hours: 37.00 per week
Contract: Permanent
Location: There are two positions available:
:Based at Netley, working as the Business Support Operations Manager for Hampshire and Isle of Wight Constabulary (HIOWC)
:Based at either Netley or Kidlington (but with potential flexibility to work from other sites : Russ Cox to discuss any requests prior to submitting an application), working across the HIOWC/Thames Valley Police (TVP) collaboration as theFront Counters Operations Manager.
Please note that these are Police Staff vacancies only.
Closing Date: Sunday 11th January 2026 at 23:59.
About the role
As an Operations Manager, you will be an integral part of the Contact Management (CM) Senior Leadership Team. You will be responsbile for ensuring your team successfully delivers CM services across HIOWC and TVP, in line with the overarching CM Strategy. The role ensures that all 999, 101, front counter, and digital contact channels are delivered efficiently, effectively, and in line with national standards : whilst maintaining a strong focus on public safety, service quality, and staff welfare.
Each portfolio will have a specific responsbility for the effective leadership of their team, but with a strategic responsbility to deliver against the HIOWC and TVP priorities and budgets.
We are looking to recruit two experienced, dynamic, and resilient leaders with a proven track record in delivering measurable outcomes. You should be skilled in coordinating resources, data analysis, optimising processes, and managing complex day to day operations.
As the Operations Manager for the Business Support portfoilo : you will be responsible for the successful delivery of all CM business support functions, including: resourcing and forecasting, performance analysis, system administration and information management, technical support and assest management, workforce development, and initial CM training.
As the Operations Manager for the Front Counters portfoilo : you will be responsible for the effective delivery of the front counter provision across HIOWC and TVP. This includes all sites where there is an operational public front counter, across both Force areas. As well as delivering traditional front counter services, you will be responsible for ensuring that front counter staff continue to support the departments strategic aims through the processing of online crime reports, crime call backs, and other support functions.
Please note that as an Operations Manager, there will be a requirement to work some weekends and bank holidays as part of a rota : this is required in order to provide duty senior leadership cover across both Forces.
You will need access to reliable transport, as there will be the requirement for some travel between various sites within HIOWC and TVP.
When you submit your application, please make it clear (using the multiple choice application question) if you are applying for the Business Support portfoilo, the Front Counter portfoilo, or if you would like to be considered for both.
The full role profile can be viewed here.
What are we looking for in our successful candidates?
:Educated to QCF Level 7, or have relevant work experience deemed to be at a comparable level;
:Proven leadership capability, with the ability to deliver results whilst inspiring others;
:Recent experience of managing performance;
:Understanding of operational risk management;
:Problem solving skills with the ability to make difficult but informed decisions;
:Excellent communication and interpersonal skills, including the ability to negotiate;
:Proven ability to lead change effectively;
:Experience of working and leading in a contact centre environment with understanding of the technology used; and
:A UK