Customer Complaint Officer
2 weeks ago
Service Care Solutions are looking for a Customer Complaint Officer to work within the Lancashire Constabulary on an initial 6-week contract.
Location: Preston
Job Role/Responsibilities:
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.
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.
To 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 to make a recommendation on recording decision for the Appropriate Authority using the reasonable and proportionate criteria.
To identify themes, trends, and lessons learnt from all expressions of dissatisfaction.
Responsible for ethical complaint resolution in liaison with the complainant and those subjects of the complaint and compiling a detailed report documenting your findings and recommended outcome.
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 complaint and conduct matters in a variety of formats to all stakeholders in accordance with force procedures, legislation, regulations, IOPC and Home Office Guidance.Knowledge/Experience required:
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.
Ability to provide specialist advice on all matters relating to complaints against police.
Experience of interrogating computer systems to produce reports and management information.
Experience of using Microsoft Software Applications.
Experience of inputting, updating and maintaining computerised and manual filing/recording systems.
If you are interested in this role or want further discussion, please contact Lewis O'Donnell either via email: or tel: (phone number removed). Alternatively, if you have any friend or colleagues that might be interested, please feel free to refer them as we a have a referral scheme in place of up to £400
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