Complaints Handler

Red Snapper Managed Services (RSMS) are supporting a project with West Midlands Police to assist with complaints handling on a 6 month term. We want to provide high quality and professional support to I provide continuous improvement and achieve best standards.

RSMS provide investigation support services to law enforcement, local and central government, public and commercial sector organisations. This is an exciting opportunity to work with RSMS and West Midlands Police.

West Midlands Police (WMP) has a duty to maintain public confidence in the Police Complaints System and to ensure that it is impartial, efficient and effective. WMP aim to increase trust and confidence by ensuring WMP as an organisation are accountable and learn from our mistakes.

**Role Overview**:

- Fact finding complaints and conduct matters in accordance with complaints and misconduct legislation, providing a proportionate and ethical level of response.
- Provide a quality service to all customers, with an impartial review of information both internal or external, keeping systematic records that withstand scrutiny from IOPC, HMICFRS and OPCC.
- To maintain an agreed contact plan and communicate with staff and the public, managing expectations of all parties concerned, discuss options for resolution and allow suitable parties a voice in the process.
- Ensure that the highest levels of confidence can be maintained in WMP by our communities, working with the principles embedded within the force, inline with organizational fairness, citizen satisfaction, police legitimacy and This Work Matters.
- Take personal responsibility to keep abreast of current force approaches, policies and developments.
- Deal with telephone enquiries or personal visits by members of the public or other agencies, taking responsibility to seek to resolve at the earliest opportunity the issues raised.
- Assist the Investigating Officer in the investigation of Complaints, Conduct, Death and Serious Injury incidents and any other duties commensurate with the rank to support wider PSD on occasion.

**Essential**:

- Proven and demonstrable commitment to fairness, diversity and inclusion. Must complete unconscious bias training.
- Wide knowledge of policing functions and systems access, analysing and evaluating information, taking cases from the initial report and fact-finding, to sharing learning when required.
- Ability to manage expectations both with internal and external partners and skills in referring and signposting to partners where appropriate.
- Strong communication skills and impartiality, with a public focus and ability to recover service through listening, negotiation and influence.
- Resilience to difficult and challenging conversations and ability to manage conflict.
- Ability to work to deadlines with high demand and to have a self-initiating approach to work.
- Highly effective customer focused interpersonal and communication skills, this will include written and verbal with letter writing, phone calls to internal and external partners, as well as members of the public, ensuring policy decisions are recorded.
- Must possess a reasonable level of literacy and report writing to effectively deliver the requirements of the role.
- The ability to work unsupervised and manage demand.
- A proven history of strong decision making supported by the NDM (and within WMP of THRIVE+). Initiative and innovation, finding new ways to identify solutions to vulnerability.
- Willing to be flexible in the working environment
- Must be willing to undergo and pass relevant vetting requirements to MV level.
- Record information accurately and thoroughly

**Desirable**
- Previously received Management vetting
- Experience of investigations

**Hours**:

- Monday to Friday 0800 - 1600

**Vetting**:
Successful applicants will be required to pass Management Vetting (NPPV3) and Security Clearance scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process.

**What we offer you**:
We value all our staff and provide many benefits:

- £111.00 per day PAYE (+ holiday pay accrual)
- Initial 6 month contract
- Great training and development opportunities that support future career progression
- RSMS is a member of the Red Snapper Group._
- The Red Snapper Group is an equal opportunities employer._

**Job Type**: Fixed term contract
Contract length: 6 months

**Salary**: Up to £111.00 per day

Schedule:

- Monday to Friday

Work Location: In person

Reference ID: PRJ-LB-WMP