Customer Complaints Officer

We are currently recruiting for a Customer Complaints Officer in Preston.

Pay rate:£12.68 per hour.

Contract duration: Temporary ongoing

Purpose:

To provide a high quality, efficient and effective service delivery to customers. To ensure compliance with all regulations, policies and procedures and national guidance in respect of complaints.

Duties:

• Have excellent customer service skills and ability to communicate with people at all levels in a variety of formats.
• Oversee the receipt of all new complaints in accordance with the Police Reform Act and the Complaint and Misconduct Regulations.
• Responsible for the initial research and assessment of all new complaints in line with the relevant legislation, regulations and guidance.
• Identify themes, trends, and lessons learnt from all expressions of dissatisfaction.
• Responsible for setting the terms of reference for low level investigations to ensure the matter is investigated impartially and the correct result is achieved.
• Provide specialist advice and guidance on complaints and conduct matters in a variety of formats to all stakeholders in accordance with force procedures, legislation, regulations, IOPC and Home Office Guidance.
• Responsible for preparing representations, case summary and supporting evidence to submit to the PCC or IOPC in relation to case reviews/appeals of complaints on behalf of the AA.
• To be able to work as part of a multi-disciplined, multi-functioning team, managing a significant case load covering a range of issues and complexities.
• Undertake all case management duties utilising the case management system Centurion, ensuring accurate and up to date records are maintained.
• Be responsible for maintaining an in-depth knowledge and understanding of all relevant legislation, regulations and guidance in relation to complaint handling.
• Responsible for identifying organisational learning from IOPC investigations, all internal cases and following case review/appeal process
• Assist with training new members of the team and deliver PSD training packages to internal and external stakeholders as required.

Essential Experience:

• Providing customer advice in a busy environment.
• Dealing with members of the public and working in partnership with other departments and agencies.
• Providing accurate detailed written reports, demonstrating a high level of attention to detail
• Working on own initiative, investigating problems, developing solutions and taking appropriate timely action to resolve them.
• Dealing with people in difficult, sometimes confrontational circumstances.
• Working with minimal supervision, organising and prioritising your own workload to deliver the right result within tight timescales.
• Ability to provide specialist advice on all matters relating to complaints against police.
• Working effectively as part of a team
• Interrogating computer systems to produce reports and management information.

Apply online or contact Terri O'Keefe at Peel Recruit.