Senior Officer - Service Delivery

Job summary

Information about the Command

Investigations Command is the core crime fighting capability of the NCA. We take an intelligence-led approach and concentrate on tackling the criminals and risks to the public which are beyond the capability or capacity of other law enforcement bodies. Our work is largely focused on investigating Organised Immigration Crime, Human Trafficking, Child Sexual Exploitation and Abuse, Economic Crime, Firearms, Drugs, Kidnap and Extortion and Money Laundering. The Investigations Command provides a flexible, shared operational capability, designed to maximise the impact of the UK's collective resources against serious and organised crime. Our teams respond to a broad range of threats, many of which also remain a responsibility for police forces and other agencies as well as private industry.

Information about the Business Area

This DD area comprises the Command’s national multi-threat teams (in the north, central & Wales, and the south), as well as the Command’s Forensic capability.

Role Summary

Forensic Services provides specialist forensic capabilities that support the National Crime Agency's (NCA) fight against serious and organised crime. They are key to an effective and fair criminal justice system providing objective and timely information for multiple phases at different stages of the criminal justice process. At the heart of everything we do is the Forensic Science Regulator's Code.

Job description

An opportunity has arisen for a Senior Officer to join the Forensic Management Unit (FMU) who has experience in service delivery and business management systems.

The FMU provides service delivery and commercial assurance functions to the department and wider organisation through commercially contracted service providers as well as in-house services for digital and physical forensic analysis.

The service delivery team is responsible for the receipt, assessment, authorisation and coordination of submissions for forensic analysis, working collaboratively with both forensic and investigating officers, to ensure the provision and delivery of forensic services in support of operational activity.

Forensic analytical services encompass disciplines such as digital forensics, DNA, drugs, fingerprints, firearms and questioned document examinations.

The team takes a leading role in the management of high profile, sensitive and critical live time incidents requiring an immediate forensic analytical response as well as coordinating and facilitating liaison between the NCA and key commercial partners.

Person specification

Duties and Responsibilities

Administration - Ensure comprehensive administrative support, including document preparation, departmental correspondence, meeting coordination, diary management, minute-taking, and organising events to support departmental activities.

Inbox Management - Ensure prioritisation and management of team mail boxes to ensure timely responses and efficient workflow.

Commercial Compliance - Supervise Commercial Compliance to ensure procurements are in line with legislation and spend controls.

Line Management - Manage/supervise a team supporting the business through digital/physical forensic commercial delivery.

Supplier Engagement - Monitor contracted suppliers service levels, identify issues and escalate concerns to senior officers.

In-Life Management - Manage all aspects of in-life forensic submissions, including administration, work in progress, delivery compliance and work orders.

Single Point of Contact (SPoC) - Act as the designated SPoC for team projects, ensuring clear communication and effective co-ordination.

Relationship Building - Develop and maintain strong working relationships with a wide range of internal and external stakeholders.

Relationship Management - Builds and maintains productive relationships with internal and external stakeholders to support business objectives.

Quality Assurance - Ensure forensic Services are delivered to an excellent standard, comply with regulatory and international standards, accurate data management and contribute to the development and maintenance of datasets to support operational efficiency.

Information Management - Monitor, analyse and produce management information and dashboards for reporting to stakeholders.

Risk Management - Ensure risks, issues, improvements, savings and benefits are identified and tracked.

Service Delivery - Support senior management in the delivery of an effective and efficient departmental service deputising where appropriate.

Data Management - Manage the quality, secure handling and dissemination of data/information and develop policy, reports, procedures and manage data systems across business areas.

Culture - Foster a positive, inclusive culture providing support to officers, particularly in relation to improving well-being and development through the design, development, planning and delivery of training products to meet learning requirements, coach and develop, manage issues relating to the performance and conduct in-line with he National Crime Agency values, improve communication flow and visibility, and ensure officers in the team feel valued and their work is appropriately recognised.

Person Specification

IT Skills - Confident in using Microsoft Office applications and able to quickly learn new systems and software as required.

Data Analysis -Skilled in extracting, interpreting, and presenting data to support informed decision-making.

Customer Service - Understands customer needs and delivers high-quality service, aiming to exceed expectations wherever possible.

Organisation - Demonstrates strong planning skills and works in an efficient, structured manner.

Problem Solving - Applies logical thinking and creativity to analyse situations and develop effective solutions.

Communication - Communicates clearly and professionally, both in writing and verbally, adapting style to suit the audience.

Time Management - Manages workload effectively, prioritises tasks and escalates issues when necessary to meet agreed standards and deadlines.

Teamwork - Collaborates and successfully lead a team to achieve shared goals and deliver positive outcomes.

Relationship Management - Build and maintain productive relationships with internal and external stakeholders to support business objectives.

Risk Management - Identifies potential risks and takes appropriate action to mitigate or escalate as required.

Data Management - Ensures data integrity and security, adheres to corporate record-keeping standards, and complies with relevant policies.

Essential Criteria

You must meet the essential criteria and evidence this within your application to be considered for the role.Entry Requirements Commercial or Contract Management qualification or equivalent practical experience.Qualifications, Membership and Licences Commercial or Contract Management qualificationAny applications from candidates not meeting this eligibility criteria will not progress.

Desirable Criteria

Desirable criteria are only used for assessment in the event of a tie break.Commercial and Financial Management qualification or