Senior Response Officer - REQ002688

INTERNAL ONLY VACANCY. This post is open to existing Leeds City Council employees only. Applications will not be considered from external candidates.

Job Title: Senior Response Officer
Salary: £32,061 - £33,699 + shift allowance & weekend enhancements
Hours: 35.25 hours
Contract: Permanent
Location: Leedswatch

To ensure a responsive, professional service is provided to customers and partners at all times to support crime reduction, in line with the Safer Leeds Plan by supervising and holding line management responsibility for a team of Response Officers (including the coordination of rotas, arranging cover where necessary including in advance of shifts, minimising costs to the service and ensuring enough staff are on duty to fulfil the service commitment. The post holder will also be responsible for conducting shift briefings and de-briefings to support staff to effectively carry out their role- with the aim to establish whether any reports of Noise Nuisance constitute a nuisance as per Section 79 (1) of Environmental Protection Act 1990 or under the Anti-Social Behaviour, Crime & Policing Act 2014.

Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions.

About You
As a Senior Response Officer you will:

Hold a full driving license
supervise and monitor a team of response officers who respond to customers and clients when incidents are reported, including, for example, Alarms, Noise Nuisance, Carering, tower blocks and Parks and Countryside.
supervise and monitor a team of response officers who attend any Alarms / Activations and Assistance calls assigned as required. including seeking the assistance of partners and emergency services where necessary,
deputise for the Team Supervisor in their absence for duties commensurate with the grade of the role
be prepared to temporarily assume the duties of Response officer team members
issue, collect and audit keys on behalf of clients and undertake housekeeping of computer systems as and when required.
coach and train others to carry out duties in accordance with the operational procedures, codes of practice and relevant legislation to ensure the security, integrity, accuracy, and confidentiality of information. Produce and maintain detailed records and evidential material in a clear and accurate format.

What you will bring to the role

Ability to lead others to carry out duties in accordance with the operational procedures, codes of practice and relevant legislation to ensure the security, integrity, accuracy, and confidentiality of information. Produce and maintain detailed records and evidential material in a clear and accurate format.
Ability to Drive and hold a full driving license
Ability to keep accurate records and to understand and relay regulations, policy, and legislationto your team
Support your team to attend court and give evidence, as required
Ability to work on own initiative, accept responsibility and make decisions within agreed criteria.
Ability to deal with conflicting or difficult situations should they arise
You will have excellent communication skills and be a team player. You will be motivated and a critical thinker with the ability to understand the needs of your customers.

A Full Drivers Licence is essential for this role.

Experience in this field or previous SIA Security training would be advantageous but not essential.

About the Role
As a Senior Response Officer you will, occasionally, work in pairs to establish whether any reports of Noise Nuisance constitute a nuisance as per Section 79 (1) of Environmental Protection Act 1990 or under the Anti-Social Behaviour, Crime & Policing Act 2014. You will ensure a responsive, professional service is always provided to customers and partners to support crime reduction, in line with the Safer Leeds Plan.

The role is integral to our Leedswatch Services and contributes to working towards the vision: Striving to create a positive and inclusive working environment in which staff are satisfied, engaged, and committed to giving their best in supporting the Safer Leeds ambition to ensure people are safe and feel safe in Leeds.

What we offer you

We take pride in offering the best employee experience, with benefits including:

a competitive salary and annual leave entitlement plus statutory holidays
membership of the West Yorkshire Pension Fund with generous employer contributions
flexible and hybrid working arrangements subject to service requirements

a clear career pathway and continuing professional development opportunities
a range of staff benefits to help you boost your wellbeing and make your money go further.

We welcome applications from everyone and actively seek a diverse range of applicants from all backgrounds and cultures. We particularly encourage applications from, but not limited to, women, carers, veterans as well as LGBT+, ethnically diverse, disabled and care experienced people.

This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa.

If you do not have the right to work in the UK, you must consider your own eligibility for sponsorship for a particular role through the Skilled Worker visa route before applying. To be eligible for sponsorship you'll usually need to be paid the standard salary rate of at least £41,700 per year or meet one of the other eligibility criteria. Ensure you are eligible before applying.

Job Description

Job purpose
To ensure a responsive, professional service is provided to customers and partners at all times to support crime reduction, in line with the Safer Leeds Plan by supervising and holding line management responsibility for a team of Response Officers (including the coordination of rotas, arranging cover where necessary including in advance of shifts, minimising costs to the service and ensuring enough staff are on duty to fulfil the service commitment. The post holder will also be responsible for conducting shift briefings and de-briefings to support staff to effectively carry out their role- with the aim to establish whether any reports of Noise Nuisance constitute a nuisance as per Section 79 (1) of Environmental Protection Act 1990 or under the Anti-Social Behaviour, Crime & Policing Act 2014.

The role will require working flexibly across the service, carry out duties in accordance with operational procedures, codes of practice and relevant legislation to ensure the security, integrity, accuracy, and confidentiality of information, as well as to produce and maintain detailed records and evidential material in a clear and accurate format. The post holder will also lead and contribute to crime reduction through partnership initiatives and action days with West Yorkshire Police.

Responsibilities

To deputise for Team Supervisor in their absence for duties commensurate with the grade of the role
Must be prepared to temporarily assume the duties of their team members
To use own initiative and judgement where appropriate,
To work flexibly across the service.
To fully understand and adhere to the requirements of Data Protection legislation
To carry out duties in accordance with the operational procedures, codes of practice and relevant legislation to ensure the security, integrity, accuracy, and confidentiality of information.
Produce and maintain detailed records and evidential material in a clear and accurate format.
To always maintain a polite and professional manner especially if difficult or abusive situations arise.
To supervise and monitor a team of response officers who respond to customers and clients when incidents are reported, including, for example, Alarms, Noise Nuisance, Carering, tower blocks and Parks and Countryside.
To supervise and monitor a team of response officers who undertake patrols and report all insecurities and take appropriate action to re-secure, including seeking the assistance of partners and emergency services where necessary,
To supervise and monitor a team of response officers who attend any Alarms / Activations and Assistance calls assigned as required. including seeking the assistance of partners and emergency services where necessary,
To issue, collect and audit keys on behalf of clients and undertake housekeeping of computer systems as and when required.
To ensure the control room is fully aware of your movements via radio or other means to help keep you safe.
Accurately record details of all Patrol visits, Alarm call-out, noise nuisance reports and any other duties assigned on the relevant forms.
To undertake and complete administrative procedures within the service if required.
To be responsible for your own and ensuring that Response Officers comply with dynamic risk assessments when arriving on site to ensure own Health and Safety is not compromised.
To work in a cooperative environment and share knowledge and best practice with colleagues and managers across the service where appropriate.
Participate in appraisal, training, and development activities as necessary to ensure up to date knowledge and skills.
Improve own practice through observation, evaluation, discussion with colleagues and appropriate continuing professional development programmes.
Work collaboratively with colleagues, knowing when to seek help and advice and provide advice and assistance to colleagues when required, including allowing new starters to shadow activities undertaken as part of the role.
Contribute to the overall ethos, work, and aims of the service by attending relevant meetings, training days/events as requested.
Be aware of and comply with Leeds City Council policies and procedures e.g., child protection, health, safety and security, Fire, confidentiality, and data protection, reporting all concerns to an appropriate person.
Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, and promoting the values, standards, and equality & diversity policies of Leeds City Council.
Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse of equal opportunities, ensuring compliance with relevant policies and procedures.
The Council has adopted a flexibility protocol and this role will be expected to work within these parameters.
Drive a vehicle in accordance with Council regulations in alignment with the Leeds City Council passport to drive, inclusive of washing the LCC Vehicle and making sure the LCC Vehicle is left in a clean and tidy condition. Any concerns are to be reported to the Shift Supervisor/Team Supervisor
Monitor & ensure that all LCC vehicles are kept in good condition internally and externally.

The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post.

Qualifications

Essential requirementsIt is essential that the candidate should be able to demonstrate the following criteria. Candidates will only be shortlisted if they can demonstrate that they meet all the essential requirements.

Must possess a full current UK drivers Licence.
Able to keep accurate records and to understand regulations, policy, and legislation.
Able to preserve Crime Scenes & Evidence.
Ability to work in a team, and contribute to team building and team working.
Ability to work on own initiative, accept responsibility and make decisions within agreed criteria.
Able to communicate effectively at all levels.
Able to work with minimum of supervision.
Ability to deal with conflicting or difficult situations should they arise.
Understand the requirements of confidentiality and an understanding of the Data Protection Act.
Ability to prepare accurate information and produce witness statements.
Willingness to attend court and give evidence, as required.
Ability to investigate and assess the most appropriate course of action to resolve issues and prevent reoccurrences.
To carry out all duties having regard to employee responsibility under the council Health & Safety Policies.
Experience of working with a range of computer packages.
Experience of liaising with Police and other agencies.
Experience of working as part of a team to meet targets and deliver a responsive service.

Essential behavioural and other characteristics

Understand and embrace Leeds City Council Values and Behaviours and codes of conduct
Committed to continuous improvement in all areas and work towards delivering the Best City Ambition of Health & Wellbeing, Inclusive Growth and Zero Carbon
Be aware of and be able to understand and observe Leeds City Council policies.
Carry out all duties having regard to an employee responsibility under Health and Safety.
Willingness to actively participate in training and development activities
Flexible and adaptable to change to assist other services as required commensurate to grade.
Participate in appraisal, training, and development activities.
Be aware of and support difference ensuring equality for all, working in an anti-discriminatory manner, upholding, equality & diversity.
Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person
The Council has adopted a flexibility protocol and the role will be expected to work within these parameters.

Desirable requirements It is desirable that the candidate should be able to demonstrate the following criteria. Candidates are not required to meet all the desirable requirements however these may be used to distinguish between candidates.

Knowledge of related legislation (Housing Act 1996, ASB Legislation, Crime & Disorder Act)
Knowledge of contact centre and/or control room operations
Experience of working with customers displaying a range of emotions in a range of settings
Developing service objectives and operational delivery plans.
Experience of working with computerised/database systems to record and monitor information.

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