Customer Complaints Officer

JT Recruit; Preston; On-site; GBP 26,000 - 38,000; Full time

Job summary

JT Recruit is seeking a Customer Complaints Officer for their client, based at the head office in Preston. The role is initially for 6 months and focuses on delivering a high-quality, efficient service to customers while ensuring compliance with all regulations, policies, and national guidance related to complaints.

Key responsibilities include handling complaints with a customer-focused approach, researching and assessing new cases per legislation and guidance, and preparing detailed reports

Qualifications

• Experience providing customer advice in a busy environment.
• Experience dealing with members of the public and working with other departments and agencies.
• Experience providing accurate written reports with high attention to detail.
• Experience working on own initiative, investigating problems and delivering timely solutions.
• Experience dealing with difficult or confrontational situations.
• Experience working with minimal supervision and prioritising workload to meet tight timescales.
• Ability to provide specialist advice on complaints against police.
• Experience working effectively as part of a team.
• Experience interrogating computer systems to produce reports and management information.

Responsibilities

• Provide a high-quality, customer-focused service on all aspects of complaint cases.
• Maintain excellent customer service and communicate effectively with people at all levels.
• Oversee receipt of new complaints in line with regulations.
• Research and assess new complaints to recommend recording decisions.
• Identify themes and lessons from expressions of dissatisfaction.
• Prepare detailed reports and recommended outcomes for the Appropriate Authority.
• Set terms of reference for low-level investigations to ensure impartiality.
• Provide specialist guidance on complaints and conduct matters to stakeholders.
• Prepare representations and evidence for case reviews or appeals.

Skills

Customer service

Communication

Attention to detail

Investigation

Teamwork

Report writing

Tools

Computer systems

Job description

My client is currnelty looking for a customer complaints officer to join them, initially for 6 months at their head office in Preston

Job Purpose:

To provide a high quality, efficient and effective service delivery to customers. To ensure compliance with all regulations, policies and procedures and national guidance in respect of complaints.

Key Responsibilities

• Provide, promote and demonstrate a high-quality customer focused approach to all aspects of the role, ensuring regular contact with customers, managing expectations and delivering a quality, impartial and informative service on all aspects of complaint cases.
• To have excellent customer service skills and ability to communicate with people at all levels in a variety of formats.
• Oversee the receipt of all new complaints in accordance with the Police Reform Act and the Complaint and Misconduct Regulations.
• Responsible for the initial research and assessment of all new complaints in line with the relevant legislation, regulations and guidance to make a recommendation on recording decision for the Appropriate Authority using the reasonable and proportionate criteria.
• To identify themes, trends, and lessons learnt from all expressions of dissatisfaction.
• Responsible for ethical complaint resolution in liaison with the complainant and those subject of the complaint and compiling a detailed report documenting your findings and recommended outcome.
• Responsible for setting the terms of reference for low level investigations to ensure the matter is investigated impartially and the correct result is achieved.
• Provide specialist advice and guidance on complaint and conduct matters in a variety of formats to all stakeholders in accordance with force procedures, legislation, regulations, IOPC and Home Office Guidance.
• Responsible for preparing representations, case summary and supporting evidence to submit to the PCC or IOPC in relation to case reviews/appeals of complaints on behalf of the AA.

Experience required

1. Experience of providing customer advice in a busy environment.
2. Experience of dealing with members of the public and working in partnership with other departments and agencies.
3. Experience of providing accurate detailed written reports, demonstrating a high level of attention to detail
4. Experience of working on own initiative, investigating problems, developing solutions and taking appropriate timely action to resolve them.
5. Experience of dealing with people in difficult, sometimes confrontational circumstances.
6. Experience of working with minimal supervision, organising and prioritising own workload to deliver the right result within tight timescales.
7. Ability to provide specialist advice on all matters relating to complaints against police.
8. Experience of working effectively as part of a team
9. Experience of interrogating computer systems to produce reports and management information