Service controller

This is an exciting opportunity to be part of a team that equips and supports our officers and staff to keep London safe. You will be the first point of contact to our customers across the Met relating to the recovery, repair, and maintenance of our fleet. This will involve working in a dedicated 24/7 contact centre, utilising systems to maintain accurate data and liaising with external agencies and contractors.

It is a busy environment supporting emergency operations, which means your flexibility and ability to work at pace is fundamental. You will enjoy collaborating with others and have a talent for communicating clearly and succinctly.

Your work will support the Met’s mission of 'More Trust, Less Crime and High Standards', working within the guiding principles to make decisions and behaving in line with our values. This is alongside supporting the acceleration of decarbonisation to achieve Net Zero Carbon status by 2030. We are radically changing the fleet to deliver high-quality policing services in a more efficient and cost-effective way as we transition away from a reliance on petrol and diesel. For the Met, this is both an operational necessity and a legal obligation. 

The Met’s fleet of 5000 vehicles, 1000 pedal cycles and 25 marine vessels are all important physical assets that enable our officers and staff to carry out their jobs. The vehicles are a workplace for our officers and staff, carry sophisticated equipment for operational policing and providing a safe environment for the transport of the public and prisoners.

The fleet consists of response cars, protected public order carriers, motorcycles, armed response cars, pursuit cars, prisoner transport vans, plant equipment and more. These vehicles can be subject to arduous use due to responding to emergencies using police exemptions covering 57 million miles per year.

If you are interested in this role and feel it matches your skillset, we would love to hear from you.

Key activities and responsibilities

• answer calls in a timely manner relating to breakdown, recovery, maintenance, and repair of emergency vehicles
• schedule and monitor planned and unplanned booking requests made through various channels
• create and manage jobs on the internal fleet management system
• collaborate with internal and external stakeholders to efficiently allocate and manage work through the mobile network, in house workshops and outsourced contractors
• validate jobs to ensure accuracy of information
• develop relationships with customers and suppliers to improve trust and transparency
• identify and manage potential compliance risks within the customer fleet
• develop opportunities to reduce vehicle downtime and business costs
• support and contribute to achieving contact centre targets and working within service level agreements
• support colleagues with tasks that may be outside of role on an ad hoc basis to maintain contact centre performance