Customer Complaint Officer

Customer Complaints Officer

• Pay rate: £12.68, PAYE
• Location: Professional Standards Department, HQ
• Job Type: Contract, Full-time

We are looking for a Customer Complaints Officer to join our Professional Standards Department. The successful candidate will provide a high-quality, efficient, and effective service to customers, ensuring compliance with all regulations, policies, and procedures in respect of complaints.

Day-to-day of the role:

• Provide a customer-focused approach to all aspects of the role, managing expectations and delivering a quality, impartial, and informative service on all aspects of complaint cases.
• Oversee the receipt of new complaints, ensuring they comply with the Police Reform Act and the Complaint and Misconduct Regulations.
• Conduct initial research and assessment of new complaints to make a recommendation on the recording decision for the Appropriate Authority.
• Identify themes, trends, and lessons learned from expressions of dissatisfaction.
• Compile detailed reports documenting findings and recommended outcomes for ethical complaint resolution.
• Set terms of reference for low-level investigations to ensure impartiality and correct outcomes.
• Provide specialist advice on complaint and conduct matters to all stakeholders.
• Prepare representations and supporting evidence for case reviews/appeals of complaints.
• Manage a significant caseload with a multi-disciplined team, utilising negotiation and decision-making skills.
• Maintain accurate records using the case management system Centurion.
• Maintain in-depth knowledge of relevant legislation, regulations, and guidance in relation to complaint handling.

Required Skills & Qualifications:

• Experience in providing customer advice in a busy environment.
• Experience dealing with the public and working in partnership with other departments and agencies.
• Ability to produce accurate detailed written reports with a high level of attention to detail.
• Experience working independently, investigating problems, developing solutions, and taking timely action to resolve them.
• Experience dealing with confrontational circumstances and working with minimal supervision.
• Ability to provide specialist advice on complaints against police.
• Experience working effectively as part of a team and interrogating computer systems to produce reports.
• Proficiency in Microsoft Software Applications, including MS Office – Word, Excel, PowerPoint.
• Experience in delivering presentations or training packages to a range of audiences.
• Understanding of the Data Protection Act and confidentiality principles.

How to apply:

Please submit your CV and cover letter detailing your relevant experience, customer service qualifications, or attendance on an in-house training course in customer service. Your application should demonstrate your experience and skills as per the job description and person specification.