Job Description

Head of Fleet Operational Support Services

==============================================


Vacancy Reference Number
19169


Number of Vacancies
1
(B) OCU
Operational Support Services
Location
Marlowe House (Role will require travel to other sites in London)
Band
Band B
Part/Full Time
Full Time
Hours per Week
36 hours per week
Type of Contract
Permanent
Job Advert

Job Title:

Head of Fleet Operational Support Services

Salary:

The starting salary is 59,839, which includes allowances totalling 2,928.


The salary is broken down as 56,911 basic salary, which will increase annually until you reach the top of the scale 69,342. Plus, a location allowance of 1,928 and a non-pensionable allowance of 1,000.

Location

:

Marlowe House (Role will require travel to other sites in London)



The police vehicle fleet is an important physical asset. It enables officers and staff to do their job, carries key equipment required, and provides safe transportation for the public / prisoners.


The role of Fleet Services is to keep the Met mobile, ensuring we can detect, respond to, and prevent crime whilst building public trust and confidence. Fleet Services are committed to leading with innovation, responsibility and environmental consciousness, striving for a fleet that is safer, smarter and cleaner, with a focused approach as follows:


1 - We will manage responsibly to deliver an excellent service and achieve value for money


2 - We will deliver strategies to manage the fleet efficiently and effectively


3 - We will deliver a fit-for-purpose, flexible and available fleet


The complex needs of modern policing requires a wide range of vehicle types. We operate a fleet of over 5,200 assets on the road and river, as well as over 1,000 pedal cycles. London is the most complex and diverse city in the UK, and our fleet is reflective of that. We currently have over 220 different types of vehicles supporting all operational commands including armed response vehicles, HGVs, patrol cars, motorbikes and pedal cycles.


Customers can be broadly grouped into three strategic pillars - Frontline Policing, Met Ops & Performance, and Counter Terrorism / Specialist Operations. Collectively this covers pan London requirements as well as national CT responsibilities.


The overall fleet requirements and volumes are owned and governed by operational leaders at the Strategic Fleet Board. Operational teams are accountable for the volume of fleet required to undertake their roles, and Fleet Services support and enable effective decision making through provision of information and technical / industry knowledge.

Key responsibilities

The Head of Operational Support Services is part of the senior leadership team in Fleet Services. They will be responsible for a key part of the overall Fleet Services model and support the Deputy Directors and Director of Fleet Services to deliver effective fleet and mobility solutions that meet the dynamic operational needs of all MPS commands (including CT).


The service is integral to ensuring MPS vehicles support all aspects of day-to-day policing; meet strategic targets; deliver sufficient flexibility to respond to evolving crime and policing needs; and can be relied upon to help protect those living and working in London.



The Head of Operational Support Services will be responsible for coordinating the first contact activities for both planned and unplanned events, ensuring that Fleet Services deals effectively with demand and passing on to the most appropriate part of the overall model. They will also oversee a number of administration activities that are required to run the day-the-day service effectively.

Day-to-day service - work with the Director, Deputy Directors and other pillar leads in Fleet Services on a day-to-day basis to ensure that Fleet Services are performing effectively, managing and monitoring against the performance indicators in place for the service. Ensure that any areas where performance is less than expected are thoroughly investigated and improvement actions put in place to bring these back to tolerance as soon as possible. Customer Demand - develop and deliver approaches to deal effectively with customer demand and be responsible for the end-to-end customer contact processes. Ensure different types of demand are handled in the most effective way possible to provide the best experience for customers including for unplanned / urgent events e.g. roadside. Ensure customers are updated on the progress of items raised. Ensure teams meet expected KPIs and employ continuous improvement - this is a critical, operational service with demand that needs to be handled effectively and promptly Maintenance scheduling / planning - Ensure compliance to maintenance schedules are achieved through delivery of planned demand events, ensuring events booked appropriately with workshops, suppliers and other services e.g. Collection & Delivery. Support job card creation for in-house and PSP service, maintenance and repair events Driving offence management - Leadership and coordination for the MPS responses to all Notices of Intended Prosecution (NIPs), Fixed Penalty Notices (FPNs), Penalty Charge Notices (PCNs), and other parking issues, working with all MPS business units and individuals impacted. Build relationships and improve the MPS efficiency in this area, building relationships with 32 London Borough teams and private car parking organisations Vehicle and Driver Administration - manage key administration processes to ensure vehicles are safe and compliant, including insurance, vehicle registration, taxation, and registration for any charging schemes. Ensure non-UK vehicle breakdown cover is in place for vehicles as required. Process vehicle mileages into fleet management systems. Manage the end-to-end service around management of fuel cards, including lost, stolen and damaged fuel cards. Bunkered Fuel and Fuel Supply - ensure Bunkered fuel sites are operating correctly so that MPS has the fuel reserves required in event of any issues locally or nationally with fuel supply. Ensure that qualified staff are in place to deal with fuel deliveries at local sites Supporting services - manage processes around various supporting services for MPS business units, including vehicle hires, car and driver services, coach and driver services, and specialist operated vehicles. Manage various contracts on behalf of the MPS across these service hires, some with significant value. Policing Events - Provide driver and logistics solutions to meet both planned and unplanned surge events, such as Notting Hill Carnival, Operation Bridges and large scale public order events. Delivered through strategic planning and achieving short term increases to the fleet through hire vehicles and loans form OE manufactures. Attending appropriate Gold Groups and being responsible for leading and resolving issues in a fast paced and pressurised environment. Team improvements - work with the teams in the pillar to identify areas for improvement in operational service and performance indicators, ensuring a culture of continuous improvement is embedded across teams. Work with other pillars on improvements that are cross-service. Facilitate the delivery of service enhancements, acting as a champion for improvements that are the result of any analytical work conducted on the planned activities. Regularly review processes and ensure that these are working as effectively as possible. Identify trends and make recommendations to management Customer communications - ensure customers are aware of upcoming events, refine messaging as required to ensure it is clear and concise for customers Team processes / procedures - Ensure Managers and Supervisors have processes and procedures in place and that these are being used in day-to-day work. Embed a continuous improvement mindset into the teams. Performance management and development - provide line management for Managers, ensuring that they comply with necessary MPS processes and have development plans in place for future development. Evaluate staff performance and ensure all staff are aware of and able to work to Fleet Services standards. Organise the roll-out of training using appropriate methods in line with development plans, career progression plans, and future business requirements Financial management - help to manage overall budgets in the OSS team, reviewing spend reports, updating on expected forecast spend, and ensuring any issues are investigated promptly. Balanced Scorecard - be responsible for performance and insight tracking for the pillar, with delivery of appropriate performance metrics across Operational Service Delivery, Quality, Cost, and People. Work with Enabling Services team to ensure this is coordinated as part of overall Fleet performance framework

How to apply

Click the apply now button below and start your career at the Met. Applications will be via a detailed CV, Personal Statement, and online application form. Your personal statement should outline why you are interested in the role and how your skills and experience demonstrate your suitability for the role. (NB. Please do not attach 2 copies of your CV).

Completed applications must be submitted by 23:55 on 6th May 2025.

Once received, your application will be reviewed against eligibility criteria, following this, your application will be reviewed by the hiring manager. The application review for this vacancy will commence 1 to 2 weeks after closing date.


Following application review, successful candidates will be invited to interview. Interview dates will commence 1 to 2 weeks after hiring manager review.

www.metpolicecareers.co.uk

Essential For The Role

Knowledge and Skills

Operational Policing - Good understanding of operational policing requirements and priorities and is able to translate this into support / service delivery requirements. Fleet Management Principles - Knowledge of the principles and practices of fleet management, including procurement, maintenance, operation, leasing, and disposal of vehicles and marine craft. Leadership and Human Resource Management - Strong leadership skills and understanding of human resource practices to effectively manage and develop a high performing leadership team and support managers in developing their teams. Organisational skills - strong ability to plan and prioritise a complex workload to be able to meet demanding stakeholder expectations and deadlines. Stakeholder Engagement and communications - Knowledge of engagement strategies with internal and external stakeholders, including law enforcement partners, government agencies, and the community. Credibility to communicate with and influence senior leaders in the police service Output focused - ability to interpret and coordinate outputs from senior management meetings into clear action plans and work with action owners to ensure delivery Administration systems and processes - good knowledge of a variety of administrative systems and processes associated with a contact centre / helpdesk Policies and regulations - in-depth knowledge of statutory and mandatory vehicle regulations, operational policies and processes related to Fleet including processing of NIPs and PCNs Customer service - excellent customer service skills within a call centre / helpdesk environment Change management - skills to manage change including to systems, processes and ways of working, to deliver a great customer experience

Experience

5 to 10 years experience managing Administration and Customer Contact teams Experience of managing suppliers to deliver goods and services in a complex organisation Experience in leading teams through change, including to processes, systems and ways of working Experience of managing customer service desk / helpdesk teams in an asset deployment environment Experience of managing the use of modern technology and systems in order to deliver results Experience of leading, managing and coaching teams to achieve operational goals Experience in managing customer escalated issues and implementing effective and timely resolutions


Reports To
Deputy Director, Fleet Services
Additional Information
CVF Final.pdf - 4881KB Opens in a new window

Disability Confident Statement

The Met is committed to being an equitable (fair and impartial) and inclusive employer for disabled people, striving to have a diverse and representative workforce at all levels. We encourage applications from people from the widest possible range of backgrounds, cultures and experiences. We particularly welcome applications from people with disabilities and long-term conditions, ethnic minority groups and women.



As a Disability Confident employer, the Met has committed to making disability equality part of our everyday practice. We ensure that people with disabilities and those with long term conditions have the opportunities to fulfil their potential and realise their aspirations.



The Met is committed to making reasonable adjustments to the recruitment process to ensure disabled applicants can perform at their best. If you need any reasonable adjustments or changes to the application and recruitment process, we ask that you include this information within your application form. All matters will be treated in strict confidence.




Please note, if you are applying for a police officer role or to become a police community support officer (PCSO) or designated detention officer (DDO), there is a minimum requirement that you must pass a job-related fitness test (JRFT) at point of entry. This does not apply to police staff roles. Find out more about police fitness standards.



Read our full disability confidence statement.