Complaints Handlers

4 weeks ago

Manchester, United Kingdom Reed Talent Solutions Full time

GMP have exciting opportunities available for Complaints Handlers to work on a full time, temporary basis.

**Contract**:Initially until 30/11/2023

**Location**:Central Park, Newton Heath, Manchester, M40 5BP

**Hours**: 36.25 per week, 8-4 Monday to Friday

Please be aware that if successful you would be required to go through GMP vetting before starting which can take 4-8 weeks.

**Purpose of the role**:

- To be the first port of call for all contact into the branch by the public, partners and GMP staff.
- To ensure all incoming work into the branch is quickly assessed and passed to the correct resource.
- Handling all incoming work into the branch; in particular matters reported under the Police Reform Act 2002.

**Duties**:
**Handling complaints**
- Contacting all complainants via telephone or in writing to establish the exact nature of the complaint and to assist in deciding how the complaint should be dealt with.
- Deciding whether a complaint, on receipt is critical enough to be raised immediately to the assessment team supervisor.
- Researching complaints which will include:

- Accessing force systems to obtain information.
- Directing branch members to obtain evidence if it is felt such evidence is time critical.
- Reviewing force policy and legislation.
- Attempting to resolve complaints “there and then” in line with the Police Reform Act 2002.
- Calling members of the public about their complaint and probing / interviewing them to extract as much detail as possible to enable their complaint to be assessed correctly
- Whilst speaking to members of the public, challenging them with tact and diplomacy should there be clear evidence of a malicious complaint (for example body worn video footage).
- Recording the complaint on the Branch’s complaint recording system.

**Handling recordable conduct**
- Receive reports of conduct matters from partners, GMP staff and any other persons via the same methods as described for complaints.
- Researching conduct matters using the same techniques as used in researching complaints.
- Deciding whether or not the matter should be recorded as a conduct matter or recordable conduct matter decision in line with the Police Reform Act 2002 and fully documenting the rationale. This will involve a verbal briefing to the assessment team supervisor.
- Recording the matter on the Branch’s complaint recording system.
- Allocating the matter to an appropriate authority (in the case of conduct) or an investigator in the case of recordable conduct.

**Experience required**:

- Dealing with members of the public, (particularly by telephone) in a complaint, help desk or advice capacity.
- Use of IT systems and Microsoft Office
- Gathering relevant information, identifying options and then making decisions, all whilst being open to new information.

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