Contact & Scrutiny Officer

2 months ago

Portishead, United Kingdom Triumph Consultants Ltd Full time

**What's involved with this role**:
**Temporary Contact & Scrutiny Officer**
**Reference no: Avon & Somerset BL TCL357822**
**Pay rate £13.35 per hour PAYE**
**This opening assignment is for 6 months**
**This role will be blended working - some office working will be required**
**NPPV Level 2 Vetting** To provide a high quality, customer focussed service to members of the public contacting the Police and Crime Commissioner. To support the PCC in discharging their statutory functions, including regarding complaints, Freedom of Information, and Police Appeals Tribunals Key responsibilities:

- Monitor and manage incoming communications - receive, risk assess, record, direct and relay calls/messages from the external telephone line to the appropriate OPCC colleagues and the contact management system.
- Record, risk assess, acknowledge and direct PCC contacts from all other sources, including postal correspondence, stakeholder contacts via telephone and teams and contacts recorded at engagement events.
- Carry out research in order to prepare high quality responses to members of the public, liaising with relevant ASP lead officers and staff, and colleagues across the OPCC.
- Provide a high quality, customer-focussed response to correspondence from members of the public or local, regional or national bodies, with strategic oversight from the Scrutiny and Assurance Managers and Senior Scrutiny and Assurance Manager.
- Work with Communications and Engagement colleagues to ensure the PCC’s views are consistently represented across contacts and other external communications.
- Support the sharing with OPCC colleagues of relevant information and insights received through contacts, to inform a joined-up approach to ASP scrutiny and partnership working.
- Work with the Scrutiny and Assurance Manager to support the PCC in carrying out their statutory functions, including the service of Police Appeal Tribunals, and response to Freedom of Information requests.
- Support the PCC’s oversight of police handling of complaints, including by undertaking research, Highlighting any concerns with the relevant party and escalating where appropriate.
- Work closely with colleagues to develop and maintain efficient processes. Maintain and operate efficient and effective contact handling and information management systems, ensuring they are updated and information is stored and disposed of appropriately. Support the ongoing development of the contact case management system

**“Role Requirements” - to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria**:

- Previous experience of working in a customer focused role
- Strong customer service skills and ability to make risk based decisions.
- Ability to manage a large and diverse portfolio of work with competing deadlines. Ability to be flexible to respond to changing priorities
- Ability to analyse and present information in a range of formats.

**by quoting the job reference and job title exactly. SEE DETAILS AT THE BOTTOM OF THIS AD.**
**To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF**
**_._**
**If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.**

**Other “Essential Requirements” - Please check to ensure that your CV addresses the following items**:

- Your recent UK working experience going back at least 5 years, or full employment history if you have been working for fewer years than this.
- Your availability to work either immediately, or at short notice.
- NPPV Level 2 Clearance.
- Please refer to the Role Requirements section above - your CV must address the requirements listed.

**Other preferable/desirable details to include on your CV, if applicable**:

- Any local authority/public sector experience
- Any relevant qualifications held or being studied for.

**Job Ref: Avon & Somerset BL TCL357822**

**Anticipated Length of Assignment**: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

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