Complaints Co-ordinator

**Details**:
**Reference number**:

- 279743**Salary**:

- £28,200 - £30,560**Job grade**:

- Executive Officer- B1**Contract type**:

- Permanent**Business area**:

- CPS - South East**Type of role**:

- Operational Delivery**Working pattern**:

- Flexible working, Full-time, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Brighton and Hove, Canterbury, GuildfordAbout the job

**Job summary**:
CPS South East is delighted to advertise the role of Complaints Co-ordinator.

**About the Operational Delivery Profession**

The Operational Delivery Profession (ODP) is the largest of all Government professions made up of over 250,000 civil servants, that’s 70% of the total workforce. The ODP delivers exceptional services to support and protect millions of UK citizens at home and abroad.

The ODP is inclusive, flexible, modern, and connected, sitting at the heart of public service - the people profession. If not delivering a service direct to the public, the profession provides a vital role in supporting those that do. Whatever their role, ODP staff make a real difference to people's lives. They make policies, strategies and plans a reality both for internal staff and for the public.

More information about the ODP can be found here:
Working in Operational Delivery, Civil Service Careers

**Job description**:

- The purpose of this role is to provide a quality customer service through effective verbal and written communications, in particular dealing with feedback, coordinating complaints and Victims’ Right to Review requests in line with prescribed timescales and quality standards.**Person specification**:
Engage internally with managers, prosecutors, Paralegal Officers, Paralegal Assistants, administrative staff, Independent Assessor of Complaints and externally ensure complainants are signposted where appropriate to other agencies to ensure all complaints are proactively managed and progressed

Work with the Senior Management Team and Victim Liaison Manager to identify lessons learnt and good practice to continually improve the handling of feedback, complaints and VRR requests

Manage mailboxes, systems and workflow to ensure all complaints and VRR requests are dealt with in line with the standard operating practices and timescales

Use the Complaints Application, Case Management System (CMS) and other IT systems to efficiently manage and record correspondence within the agreed guidelines and policy

Accurately track and manage cases using the Complaints Application and CMS, ensuring complaints are progressed within agreed time limits and quality assurance checks are completed

Work in conjunction with the Victim Liaison Manager to collate and analyse data in order to identify themes and lessons learnt and submit a report to the Area’s / Casework Division’s Casework Quality Committee for each meeting and recommend changes required to continually improve the handling of complaints and VRR requests

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Communicating and Influencing
- Making Effective Decisions
- Managing a Quality Service
- Working Together

**Benefits**:
**Join the Crown Prosecution Service (CPS) and have a future that matters: Find Your Purpose**

CPS is passionate about ensuring that we are a top performing organisation and a great place to work. We are committed to be an equal opportunities employer and creating a culture where everyone can bring their whole self to work and individuality is truly appreciated.
- We want to ensure all our employees can thrive at work and home and offer a range of support to achieve a balance. This includes where possible, flexibility of working hours, flexibility to support caring responsibilities and a flexible approach to deployment, which means that where you work (i.e. a court, an office, or a remote setting such as your home) will be based on the kind of work you are undertaking.
- This culture of inclusion is underpinned by our staff networks covering Disability, Faith and Belief, LGBTQI+, Race, Social Mobility alongside our Mental Health First Aiders Programme and Wellbeing Sessions.
- CPS commits to offer its employees the following experience- Impactful, purposeful work - making a difference to your local communities
- The ability to learn and grow, with access to the right opportunities and resources
- To care about your wellbeing
- To feel valued, trusted and included

We also offer the following range of benefits:
- Civil Service Pension
- Access to employee savings
- Cycle2Work scheme
- 25 days leave, rising to 30 days after 5 years’ service.
- 1 extra privilege day entitlement to mark the King’s Birthday.
- Competitive maternity, paternity and parental leave
- Flexible working and a family friendly approach to work.
- Childcare vouchers unless already registered with the Government Tax Free Childcare Scheme)_ _

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