Professional Standards Complaint Assurance Officer - Beds

Cambs Police; Llandogo, Tempsford, Cambridgeshire and Peterborough; On-site; GBP 33,000; Full time

Job summary

An established industry player is seeking a dedicated Complaint Assurance Officer to enhance public trust and uphold professional standards. This role involves managing public complaints, ensuring timely responses, and collaborating with internal teams to improve the complaint experience. The ideal candidate will possess excellent communication and problem-solving skills, with a commitment to delivering exceptional service. Join a forward-thinking organization that values inclusivity and strives to make a positive impact in the community.

Qualifications

• Previous experience in a complaints handling role.
• Strong problem-solving and communication skills.

Responsibilities

• Handling and responding to public complaints.
• Liaising with departments for prompt complaint resolution.
• Providing exceptional customer service.

Skills

Communication Skills

Problem-Solving Skills

Attention to Detail

Interpersonal Skills

Empathy

Education

Experience in Complaints Handling

Tools

Case Management System

Job description

Professional Standards Complaint Assurance Officer - Beds

Professional Standards Complaint Assurance Officer - Beds

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Bedfordshire Police

Police Staff

Permanent

Full Time

Professional Standards

Lysander House, Tempsford

Scale 6

£32,247

37

The Professional Standards Department of Bedfordshire Police, Cambridgeshire Constabulary and Hertfordshire Constabulary (BCH) is currently seeking to immediately appoint a Complaint Assurance Officer to join their Business Management Team.

Our Professional Standards Department (PSD) plays a key role in helping uphold the standards of professional behaviour by dealing with public complaints, internal misconduct matters and addressing the threat of corrupt activity by Police Officers, Staff, Partners and Volunteers to protect the security of information and operational activity to build trust and confidence in the public and communities that we serve.

We are seeking a highly skilled and customer-focused individual that will support the department and internal managers across the three police forces in responding to formal complaints received from the public.

This role will focus on ensuring the public receive a timely, professional and proportionate response to their complaint whilst also supporting internal managers with advice and guidance in line with the regulations required in dealing with public complaints.

The role will also handle public complaints and respond directly to the public when required.

Key Responsibilities

• Handling complaints and gathering all necessary information.
• Liaising with relevant departments and stakeholders to ensure prompt and comprehensive response to complaints.
• Providing exceptional customer service and maintaining a high level of professionalism at all times.
• Identifying trends and potential issues that may lead to complaints and escalating them to relevant parties.
• Developing and implementing strategies to improve the overall complainant experience.
  
  

Key Requirements

• Previous experience working in a complaints handling role or similar.
• Excellent communication and interpersonal skills.
• Strong problem-solving skills and the ability to think critically.
• Ability to work well under pressure and manage multiple priorities.
• Attention to detail and accuracy in record-keeping.
• Experience using a case management system.
• Empathy and understanding towards complainants who may be upset or frustrated.
• A commitment to providing excellent customer service and ensuring public satisfaction.
  
  

If you are passionate about resolving complaints and have a strong track record of delivering results, then we want to hear from you

This position is office based at Lysander House, Tempsford. It does not have a shift pattern the core hours of working are generally office hours Monday to Friday.

If you are interested or would want to find out more about what the role involves and whether this could be right for you, please contact via email, [e-mail] and someone will contact you to have a discussion.

Additional Information

All internal applicants must have successfully completed their probationary period to apply for this role.

Internal applicants within Bedfordshire Police should upload either a CV or provide relevant skills, experiences and qualifications on Word/PDF document.

This vacancy is live to those at risk of redundancy and will remain open to redeployees until a conditional offer has been agreed with a successful candidate. Redeployees at risk of redundancy will take priority over all other applicants at any point during the recruitment process up until an appointment is offered. If a redeployee does apply and is successful, they will remain on their home force’s terms and conditions.

As a Disability Confident leader, we take personal responsibility to help create an inclusive workplace, where police officers and staff respect one another, feel valued for their differences and can be themselves. We are committed to providing workplace adjustments, wherever needed so everyone feels welcome and can flourish. If you have a disability and you meet the minimum criteria for the position you are applying for, you will be entitled to an interview under the ‘Offer an Interview Scheme’.

It is recommended that you download and store a copy of the role profile as this will no longer be available once the advert has closed.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Law Enforcement

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