Customer Complaints Officer
- Pay rate £12.68 per hour
- Location: Preston, Hutton (PR4)
- Job Type: Temporary 6 Month Contract Full-time
We are seeking a Customer Complaints Officer to join our Professional Standards Department. The successful candidate will provide a high-quality, efficient, and effective service delivery 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, ensuring regular contact with customers and delivering a quality, impartial, and informative service.
- Oversee the receipt of all new complaints in accordance with relevant legislation and regulations.
- Conduct initial research and assessment of new complaints to make a recommendation on recording decisions.
- Identify themes, trends, and lessons learned from expressions of dissatisfaction.
- Resolve complaints ethically, compiling detailed reports with recommended outcomes.
- Set terms of reference for low-level investigations to ensure impartiality and correct results.
- Provide specialist advice on complaint and conduct matters to all stakeholders.
- Prepare representations and case summaries for reviews/appeals of complaints.
- Manage a significant caseload with highly developed negotiation and decision-making skills.
- Maintain accurate records using the case management system Centurion.
- Maintain in-depth knowledge of relevant legislation, regulations, and guidance related to complaint handling.
- Identify organisational learning opportunities from investigations and case reviews/appeals.
- Assist with training new team members and deliver training packages as required.
Required Skills & Qualifications:
- Experience in providing customer advice in a busy environment.
- Experience in dealing with the public and working with other departments and agencies.
- Ability to produce accurate detailed written reports with a high level of attention to detail.
- Knowledge/experience of dealing with Police regulations as set out in the Police Reform Act 2002 is desirable.
- Experience in working independently, investigating problems, developing solutions, and resolving them timely.
- Experience in dealing with confrontational circumstances.
- Ability to work with minimal supervision, organising and prioritising own workload.
- Specialist knowledge in complaints against police is desirable.
- Effective teamwork skills.
- Proficiency in Microsoft Office applications and maintaining computerised systems.
- Excellent communication skills and experience in delivering presentations or training.
- Self-motivated with a history of continuous professional development.
- Understanding of the Data Protection Act and confidentiality principles.
Benefits
- Pay rate £12.68 per hour paid weekly 37 hours per week
- Being part of a team that values integrity, impartiality, public service, and transparency.
To apply for the position, please submit your CV to [email protected] m or contact me on