Complaint Resolution Unit

**Job Title**:Complaint Resolution Unit (CRU) - Complaint handler**

**Salary**:The starting salary is £33,348, which includes allowances totalling £2,841.**

**The salary is broken down as £30,507 basic salary, which will increase annually until you reach the top of the scale £32,639. Plus, a location allowance of £1,841 and a non-pensionable allowance of £1,000.**

**Location**: Bromley**

**We are entering our second year of the Complaints Resolution Unit (CRU). This is an exciting opportunity to be part of a unit which leads on the way we deal with public complaints. This is key to our priority to improve trust and confidence in the Met and to deal with complaints in an efficient and effective way, with a focus on customer satisfaction and prompt resolution where appropriate.**

**The CRU was established to ensure we comply with new regulations and that our response is proportionate, dealing with most issues either outside of Schedule 3 Police Reform Act 2002 or by ‘proportionate handling.’ The unit is having significant impact in reducing complaints passed to Professional Standards Units for investigation, enabling them to focus on investigations that are required and to do this in a more timely and effective manner.**

The team is led by a Chief Inspector and comprises of 3 core teams led by Inspectors and Sergeants/Band D’s. You will work alongside police constables and other Band E staff. Office days are based on your core team pattern that may vary over time.

Constables and Band E staff are mainly responsible for speaking to complainants and seeking to resolve issues to their satisfaction or to ‘proportionately handle’ the matter. You will be expected to speak to members of public who wish to raise concerns about their experience with the MPS. Should you not be able to resolve their initial complaint, you will research databases, obtain an account from officers involved, review and retain evidence and body worn video (BWV) available, collate information in a report that provides an explanation understandable to the general public.

This unit will appeal to staff who really believe in service to the public, want to be front and center in improving public trust and confidence and have excellent communication and problem-solving and IT skills. All posts are suitable for staff on adjusted duties.

**Key Responsibilities**
- Research of police indices and contact with officers and staff involved to fact find in complaints resolution
- Provide recommended action and draft response to expressions of dissatisfaction and complaints to supervisor
- Identifying and escalating risk
- Recording complaint and conduct matters on Centurion and referring for investigation or outcome
- Ability to prioritise and manage own workload to meet the units set targets
- Record all your actions and correspondence to ensure transparency in the appeals process

**Additional Information**

Working hour’s 0800-1600hrs but flexible working maybe considered between the hours of 0700-1900hrs.

**How to apply**

**Essential Criteria**
- Good problem-solving skills
- Ability to prioritise own workload and deal with volume demand
- Good customer-focused people skills
- Good verbal and written communication skills
- Knowledge and experience of operational risk management
- Excellent IT skills and be able to work across a variety of systems
- Some policing experience / general overview of policing (or previous experience as a police officer/police staff/special constable)
- Experience of conflict management

**Desirable Criteria**
- Good working knowledge of the Police Conduct Regulations, Police Reform Act, Police (Complaints and Misconduct) Regulations and Police (Performance) Regulations
- Previous experience in dealing with complaints and misconduct in policing