My client is currnelty looking for a customer complaints officer to join them, initially for 6 months at their head office in Preston
Job 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.
Key Responsibilities
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Provide, promote and demonstrate a high-quality customer focused approach to all aspects of the role, ensuring regular contact with customers, managing expectations and delivering a quality, impartial and informative service on all aspects of complaint cases.
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To have excellent customer service skills and ability to communicate with people at all levels in a variety of formats.
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Oversee the receipt of all new complaints in accordance with the Police Reform Act and the Complaint and Misconduct Regulations.
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Responsible for the initial research and assessment of all new complaints in line with the relevant legislation, regulations and guidance to make a recommendation on recording decision for the Appropriate Authority using the reasonable and proportionate criteria.
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To identify themes, trends, and lessons learnt from all expressions of dissatisfaction.
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Responsible for ethical complaint resolution in liaison with the complainant and those subject of the complaint and compiling a detailed report documenting your findings and recommended outcome.
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Responsible for setting the terms of reference for low level investigations to ensure the matter is investigated impartially and the correct result is achieved.
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Provide specialist advice and guidance on complaint and conduct matters in a variety of formats to all stakeholders in accordance with force procedures, legislation, regulations, IOPC and Home Office Guidance.
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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.
Experience required
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Experience of providing customer advice in a busy environment.
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Experience of dealing with members of the public and working in partnership with other departments and agencies.
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Experience of providing accurate detailed written reports, demonstrating a high level of attention to detail
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Experience of working on own initiative, investigating problems, developing solutions and taking appropriate timely action to resolve them.
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Experience of dealing with people in difficult, sometimes confrontational circumstances.
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Experience of working with minimal supervision, organising and prioritising own workload to deliver the right result within tight timescales.
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Ability to provide specialist advice on all matters relating to complaints against police.
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Experience of working effectively as part of a team
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Experience of interrogating computer systems to produce reports and management information
