Manager - 105 Non-emergency Service

1 week ago

Auckland City, New Zealand New Zealand Government Full time

New Zealand Police is working with the community to make New Zealanders be safe and feel safe. With over 13,000 staff, we provide policing services 24 hours a day, every day. We operate by land, sea and air, manage over 860,000 emergency calls a year and are always actively preventing crime and crashes.

We’re working towards specific goals and targets that highlight our intent to work collaboratively with iwi and communities, other government sectors and business partners to deliver ‘Our Business’ and achieve long-term change.

Manager - 105 Non-Emergency Service or Frontline File Management Support Service
- Based at either Piki ki te Ao within Tamaki Makaurau or Kapiti Digital Centre
- Grade 22
- Permanent
- Office of Constable/Police Employee
- JR 4774366

E tῡ ki te kei o te waka, kia pakia koe e ngā ngaru o te wā.
Stand at the stern of the canoe and feel the spray of the future biting at your face

Mō te tūnga | About the role

We are looking for an experienced leader to fill this management position within Service group, responsible for the Non-Emergency reporting services being provided to the public on a 24/7. You will have direct oversight and responsibility for both 105 Online Reporting and 105 Non-Emergency telephony services. The role looks after two large communication centres, based in Piki ki te Ao within Tamaki Makaurau and in the Kapiti Digital Centre. This role will ensure Police are providing the public with efficient and effective ways of interacting with us and the resolution of their queries, service requests, but to also initiate the first stages of the case management process.
- Provides effective leadership and management for the operational delivery and continuity of services within Service Group, ensuring systems integrity, reliability and performance at optimal efficiency and a focus on continuous improvement.
- Ensures a continuous improvement mindset is driven to improve service delivery and is supportive of the connections and requirements of the next step in the end to end process.
- Provides direction and leadership for the functional workstream across New Zealand and acts as a role model and encourages behaviour that develops a high performance culture.
- Ensures the voice of the customer is listened to, responded to and improve the services being delivered.

He aha taau e kawe mai | What you’ll bring

Whilst we are looking for skills, knowledge and experience relevant to the role, we also place high importance on your state of mind, the alignment of your values with ours, your ability to contribute to and build high performing teams, and the way that you lead yourself or others.

**Skills - you will be able to**:
Deliver an effective operating structure, while running, and improving responsiveness across 105 Non-Emergency services, shortening lead times for key operational decisions, enabling the service to be more responsive to shifts in service demand. It is vital that you can manage your teams to ensure it is a great place to work, influence teams to perform to their full potential while also embedding service capability. We are also looking for someone who is innovative and can further improve the 105 Non-Emergency service channel while working closely alongside our colleagues and leaders in Emergency. Building relationships with key stakeholders is fundamental to ensuring services provided are timely and achieve the SLAs.

**Experience - you will have**:
As a key leader, the Manager - 105 Non-Emergency Service is responsible for running the day-to-day operational management across our Non-Emergency channels. To be successful in this role, you will need to have strong people management skills, be innovate and able to deliver solutions and change and prepared to successfully operate in a fast-paced environment. The role is to foster a great culture, ensuring we have the policing services that New Zealanders expect and deserve.

Whakaritenga motuhake | Special requirements
- Undertake to engage in a leadership programme at the advertised level, at a future date
- Standard vetting check required
- This role is based at Piki ki te Ao within Tamaki Makaurau or Kapiti Digital Centre.
- Some travel at either may be required

This role is based at Piki ki te Ao within Tamaki Makaurau or Kapiti Digital Centre.

This role is set at Strategic Leader level, this means your key purpose is “to lead the strategy, Our Business, and enable our people to deliver it”.

Mo tātou | About us

New Zealand Police is the lead agency responsible for preventing crime and enhancing community safety. It works in partnership with individuals, communities, businesses, and other public sector agencies towards the vision of making New Zealand the safest country. Police is the government’s largest front-line response agency with around 15,000 staff in large and small communities all over New Zealand and in liaison and policing development roles overseas.

Your development is highl

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