We are currently recruiting for a Customer Complaint Officer based in Lancashire.
Pay rate: £13.84 PAYE per hour / £17.67 per hour Umbrella (paid weekly)
Hours: Full time – Office based
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:
- Experience of providing customer advice in a busy environment.
- Experience of dealing with members of the public and working in partnership with other departments and agencies.
- Experience of providing accurate detailed written reports, demonstrating a high level of attention to detail
- Experience of dealing with people in difficult, sometimes confrontational circumstances.
Apply online or contact Terri O’Keefe on 07879 585551 or Lucia De Felice on 07425 757587.
You can also email terri@peelsolutions.co.uk or lucia@peelsolutions.co.uk for more information on this role.