Law Enforcement Liaison Officer at Tracker Connect (Pty) Ltd

Job description

Operational Activities

• Recovery of stolen or hijacked vehicles.
• Enhance recovery efficiency through understanding and implementing Tracker-established vehicle recovery processes.
• Acting as a specialized point of contact between the emergency control departments and external partners (such as law enforcement and PSI).
• Coordinate and attend to all activations and verifications dispatched by Tracker’s National Emergency Control Centre.
• During crime or safety verification activations, request the assistance of Law Enforcement Agencies and PSIs to stop the activated vehicle.
• Adhere to Crime Scene management protocols at all times.
• Demonstrate a comprehensive working understanding of the complete stolen vehicle recovery ecosystem and legal framework.
• Demonstrate a comprehensive working understanding of SAPS protocols related to motor vehicle-related crime.
• Demonstrate a comprehensive working understanding of the Criminal Procedure Act.
• Testify in a criminal court when required.
• Demonstrate a comprehensive working of vehicle-related crime dynamics and drivers.
• Ensure vehicle safeguarding and repatriation protocols are adhered to at all times.
• Demonstrate a comprehensive working understanding and knowledge of missing person protocols (i.e., SAP55).
• Produce a recovery statement in line with Law Enforcement SOPs, and any and all recovery-related activities to assist the chain of evidence).
• Produce documentation of non-recovered vehicles (i.e., search area, chop shops, liaison efforts etc.) in line with SOPs.
• Demonstrate a comprehensive working understanding of Tracker’s post-recovery and non-recovery processes.

Customer Experience and Service Delivery

• Demonstrate a high level of professionalism at all times.
• Ensure full adherence to Tracker customer engagement protocols in line with the company values.
• Assist Tracker customers with the vehicle repatriation at SAPS safeguarding units, if required.
• Provide guidance to customer and partners in terms of the stolen vehicle and recovery processes.
• Ensure timely escalation of customer queries and concerns to senior management.
• Demonstrate an ability to communicate clearly and effectively with all relevant stakeholders.
• Demonstrate an ability to anticipate customer needs through the gathering of customer complaints and pain points.
• Continuously provide Tracker internal teams with periodic feedback of relevant concerns.

 Projects and Continuous Improvement

• Continuously analyse stolen vehicle tactics and modus operandi within the industry.
• Record insights and findings through established processes and systems.
• Implement improvements designed to deliver enhanced recovery rates or customer experience outcomes.
• Design, develop and implement projects / initiatives to enhance the functioning of the department.
• Participate in specialized operational plans with external partners that will enhance the recovery rate.
• Attend appropriate training and development as determined through the IDP.
• Attend regular training and development courses as per departmental objectives.
• Participate and provide training for external partners as determined by a formal needs-analysis.
• Implement training programmes designed for specific partners and/or law enforcement.

Compliance

• Ensure all relevant company policies and procedures are adhered to at all times.
• Adhere to all relevant industry statutory regulations such as PSIRA and the FCA.
• Adhere to relevant data protection policies at all times.
• Demonstrate a comprehensive working understanding of relevant laws, regulations, and processes (i.e., Firearms Control Act, Road Traffic Management Act etc.)
• Conduct accurate and quality record keeping in all aspects of the job such as the compilation of statements, firearm bookings, relevant reports etc.
• Maintain detailed records through the use of company systems as per SOPs.
• Stay abreast of changes within the security sector as they relate to the job function.
• Conduct timely reporting of theft, losses and/or damage to company assets.
• Demonstrate adherence to professional policies as they relate to uniform, company vehicles and equipment.
• Maintain a professional image of the company through attire, behaviour, and appearance.
• Demonstrate a comprehensive working understanding of Tracker’s products and services.

Stakeholder Engagement

• Provide for the creation and maintenance of mutually beneficial relationships with all relevant external stakeholders by ensuring that all partner obligations are met, and expectations exceeded.
• Ensure effective cross-functional Tracker relationships through sharing of relevant information to assist all departments in the achievement of their strategic objectives.
• Participate in agreed stakeholder engagements.
• Maintain regular communication with partners.
• Participate in industry related events to build relationships and promote mutual understanding.
• Implement measures to ensure the fostering of new partnerships and alliances.
• Responsible for implementing and maintaining relevant processes to measure and improve customer satisfaction. 

Minimum requirements

Qualifications, experience and competencies required:

• Matric or Equivalent Qualification at NQF Level 4.
• Desirable: Diploma in Policing or equivalent Post-Matric qualifications.
• 3 Years of relevant law enforcement experience or 3 Years relevant Private Security Industry (Armed Response and Vehicle Recovery) experience
• Desirable: Vehicle Crime Investigation experience. 
• Desirable: Vehicle tracking and telematics experience.
• Desirable: Knowledge of typography and geography of the relevant area.
• Desirable: Knowledge of vehicle crime trends and modus operandi
• General vehicle tracking industry knowledge.
• Computer Literacy (MS Office)
• Desirable: PSIRA Grade C certification
• Desirable: Firearm Competency
• Knowledge of Firearm Control Act
• Valid Vehicle Driver’s License
• Familiar with 2-Way Radio Procedures
• Must be willing to travel and work shifts, overtime as per an approved shift roster including weekends and public holidays.
• Excellent communication skills (both verbal and written) in English and one or more SA official languages
• Results driven
• Customer service orientation
• Persistent Resilience and ability to work under pressure.
• Assertiveness and conflict management resolution
• Empathetic and influential
• Strong interpersonal skills
• Problem Solving, Judgment and Decision Making