Job title: Team Manager
Salary: £37,515 (pro rata) + shift allowance & weekend enhancements
Hours: 38.50 hours
Contract: Permanent
Location: Leedswatch
Internal vacancy. Applications will only be considered from existing Leeds City Council employees.
As a Team Manager you’ll thrive on overseeing the delivery of a professional, efficient, and effective service from the Leedswatch Control room & response that responds to the needs of a wide range of customers.
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 Team Manager, you will bring to the role:
- Lead on the operational delivery of the Leedswatch Control room & response ensuring that services are delivered to the required service standards as directed by the Leedswatch Operational Manager.
- Promote and embed a staff coaching culture, ensuring all staff have opportunities to develop their skills.
- Experience of managing teams of staff working within at 24/7 environment.
- Manage and monitor performance effectively and to set clear objectives for the review of individual and service level performance.
- To work with the Leedswatch Operational Managers to ensure that all business processes are continuously reviewed and re- engineered as necessary, to improve service delivery for customers and achieve maximum efficiency in the use of resources.
About the role
As our dedicated Team Manager, you’ll support the support the delivery of streamlined processes is followed to enable the service to continuously improve, in turn ensuring a pro-active and re-active service which contributes to reducing crime. This will require working Team Supervisors to ensure that Leedswatch Operational staff, understand and deliver services within the agreed performance standards, whilst maintaining professional standards, always providing the best value. You will take an active role in service planning in relation to the operational delivery of the Leedswatch service.
The role is integral to our Leedswatch Services and contribute 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 are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults.
A Disclosure and Barring Service (DBS) check against the Adults’ barred list will be carried out on preferred candidates. Read our recruitment of ex-offenders policy.
We promote diversity and want a workforce that reflects the population of Leeds and the communities we serve. Leeds City Council is recognised in Stonewall’s Workplace Equality Index 2024. We are also an Age-friendly Employer, a Mindful Employer and a Disability Confident Leader.
All new Leeds City Council appointments are made subject to the satisfactory completion of a six month probationary period.
This role is based in the UK. Employment is conditional on confirmation of the right to work in the UK - 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 and the role does not meet eligibility for sponsorship, please consider carefully whether you meet the eligibility to apply.
Job Description
Job purpose
The role will ensure the effective day to day running and delivery of the Leedswatch control room and outside response team, focusing on Wellbeing & Culture, Learning and Development, Policy and Procedures and Health & Safety, working with Supervisors to promote and embed a staff coaching culture, ensuring all staff have an opportunity to develop their skills.
The post holder will also manage the Leedswatch Team Leaders to support the delivery of streamlined processes are followed to enable the service to continuously improve, in turn ensuring a pro-active and re-active service which contributes to reducing crime. This will require working Team Leaders to ensure that Leedswatch Operational staff, understand and deliver services within the agreed performance standards, whilst maintaining professional standards, providing the best value at all times.
The post holder will be a member of the Leedswatch management team and take an active role in service planning in relation to the operational delivery of the Leedswatch service. This will require working alongside the Operations Managers for key operational contracts with Metro, West Yorkshire Police and Other Council Dept’s and public / private organisations, maintaining professional working relationships. The role will also require close working with the Performance and Relationship colleagues and other internal partners on all performance related matters.
Responsibilities
- To oversee the delivery of a professional, efficient, and effective service from the Leedswatch Control room & response that responds to the needs of a wide range of customers.
- To lead on the operational delivery of the Leedswatch Control room & response ensuring that services are delivered to the required service standards as directed by the Leedswatch Operational Manager.
- To work alongside Councillors, other Council departments, agencies and community partners to ensure that the service delivers excellence at all times.
- To work closely with West Yorkshire Police and other partners to help reduce crime and provide evidence to support criminal convictions as required.
- To be responsible for overseeing the delivery of specific Police and Partner Operations within the Leedswatch service, including RIPA’s.
- To ensure the delivery of services within Service Level Agreements, recognising data quality requirements, sensitivity, potential risk and priorities.
- To work with Team Leaders to ensure services are delivered to the quality and standards required to attain external quality accreditation e.g. CCTV Code of Conduct, SIA Business License.
- To promote and embed a staff coaching culture, ensuring all staff have opportunities to develop their skills.
- To work with Team Leaders to ensure the delivery of Leedswatch services within agreed processes and resources.
- To work with the Leedswatch Operational Manager to ensure that all business processes are continuously reviewed and re-engineered as necessary, to improve service delivery for customers and achieve maximum efficiency in the use of resources.
- To work alongside Team Leaders to ensure that the operational delivery of the service is consistent and effective, with a key focus on performance and quality.
- To undertake day to day management of Operational Teams. It is anticipated that this will include, as a minimum, the following elements:
- Supervision of up to 4 Team Leaders delivering a 24/7, 365-day service.
- Responsibility for reviewing staff performance and progress, including undertaking appraisal meetings and completing personal development plans.
- Responsibility for ensuring the effectiveness of team meetings and briefings and keeping staff up to date with developments and issues affecting the service.
- Involvement in HR functions (e.g., dealing with grievances, complaints, requests for special leave etc) within Leedswatch, as and when required.
- Managing the recruitment and selection of staff across a range of disciplines including shortlisting, aptitude tests and interviews in accordance with LCC policies and procedures.
- Responsibility for the health and well-being of staff, including participating in appropriate training and taking the lead on these policies, inclusive of the LCC Fire policy & protocols.
- Deputise for the Team Leader/Operational Manager in their absence, on day-to-day management.
- To be responsible for ensuring that all legislation (e.g., Health and Safety, Fire ) and other Council Policies and Procedures in respect of staff welfare are fully implemented,
- To liaise with the Leedswatch Operations Manager when dealing with customer complaints and to assist other members of staff to deal with difficult situations, ensuring they always adhere to professional standards.
- To oversee the use of resources within agreed parameters and in accordance with LCC Financial Procedures.
- To manage and implement small projects using project management techniques.
- To always maintain a high level of confidentiality
- To undertake appropriate Police vetting and other relevant checks if required.
- To work with Team Leaders to ensure staff understand and adhere to the legal requirements of Data Protection legislation and other information and data handling / sharing legislation, and the Protections of Freedoms Act 2012.
- To attend operational staff team meetings and work flexibly to meet the needs of the service.
- To represent the service and meetings on request.
- To carry out duties in accordance with EDI and other Council Values.
- To contribute towards business continuity plans for the Leedswatch service.
- Must be prepared to temporarily assume the duties of team members in their absence to ensure continuity of service.
- 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.
Essential requirements
It 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.
- Ability to provide visible and supportive leadership that empowers, enables and develops staff to achieve results in a multi-disciplined environment.
- Ability to work with a wide range of partners including West Yorkshire Police, Metro and other Council Services.
- Ability to work with a range of departments, who may have competing priorities, and to determine the best way forward for the Leedswatch service.
- Ability to develop productive working relationships with other Council departments and Members.
- Ability to improve service quality in a CCTV / Security / Call Centre environment and to deliver a culture that improves standards and performance.
- Ability to effectively contribute to internal and external meetings.
- Ability to manage and monitor performance effectively and to set clear objectives for the review of individual and service level performance.
- Knowledge of the CCTV Code of Conduct.
- Working knowledge of CCTV, Security and Telephony IT Systems.
- An understanding of, and commitment to, sustainable service delivery.
- Commitment to continually improving customer satisfaction.
- Current SIA CCTV qualification and License Holder.
- Experience of managing a ‘live’ response service and delivering a culture that continuously seeks to improve performance.
- Experience of managing teams of staff working within at 24/7 environment.
- Experience of developing the performance of Team Leaders and teams in a consistent and effective manner.
- Experience of working with staff to achieve challenging performance targets, reporting progress and responding to issues raised.
- Experience of developing and delivering training packages to support the delivery of new areas of work.
- To maintain complete confidentiality, and to ensure all staff understand and comply with Data Protection legislation and freedom of information.
- Experience of dealing with handling or providing evidence, including CCTV, to support criminal investigations / court cases.
- Experience of resolving conflict.
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’s 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.
- Committed to putting the customer at the heart of everything you do.
- Willing to abide by the Council’s Equal Opportunities Policy in the duties of the post, and as an employee of the Council.
- Willing to take personal responsibility under and abide by the Council’s Health and Safety Policy.
- Able to ensure the achievement of equal opportunities in both employment and service delivery.
- To take overall responsibility for the implementation of the Council’s Health and Safety policy in the Leedswatch control room, including risk assessments.
