Public Service Team Leader

Devon & Cornwall Police; Exeter; Hybrid; GBP 33,000 - 39,000; Full time

Job summary

Join a leading police force as a Team Leader in the Public Service Team. You will influence how complaints are managed, ensuring outstanding customer service and adherence to legislation. This hybrid role offers flexibility after initial training at headquarters.

Qualifications

• Experience in handling public complaints and ensuring quality assurance.
• Ability to manage a team and provide dynamic direction.

Responsibilities

• Lead the Public Service Team in managing expressions of dissatisfaction.
• Ensure effective handling of complaints and escalate issues as necessary.

Skills

Customer Service

Attention to Detail

Legislation Knowledge

Job description

Alliance Professional Standards Department

Location Police Headquarters, Exeter

Type of working arrangement Hybrid Worker

A Hybrid Worker is an employee whose role can be performed remotely from a variety of alternative locations including force premises, partner organisation premises or a member of staff's home.

This role will require the post holder to travel to alternative locations on an ad hoc basis to undertake the role, travel expenses will be reimbursed in accordance with force policy.

Grade Scale F

Advertised Internally / Externally Internal and External Recruitment

Starts at £33,264 rising by yearly increments to a maximum of £38,754 per annum

Salary Information

The above salary is based on a full time (37 hour) salary. If you are successful in a part time role this will be pro-rata'd to reflect your working hours.

Please note: Exceptions to starting salary may apply if you are an existing Police Staff employee substantively posted to a role at the same grade.

Does Flexi-Time apply to this role? Yes

Additional allowance information

For additional information on allowances please see our "allowances" page

Part/Full Time Full Time

37

We welcome applications from individuals wishing to work on a part-time basis and are willing to consider flexible working patterns subject to business need.

This is an exciting opportunity to join the newly created Public Service Team within the Professional Standards Department. As part of this team, you will be directly influencing the way in which Devon and Cornwall Police deal with expressions of dissatisfaction received from our communities about the experience they have received. In effective handling of this work, you will focus on outstanding customer service, shape learning and best practice to strive towards delivery of the Force Purpose of Community Policing, delivered with competence, compassion and a common sense approach.

The Team is looking for enthusiastic, engaging and resilient individuals who understand that everyone who has contact with the Police will have a different perspective and expectation of the service they will receive and that on occasions, we will be unable to meet these expectations for a variety of reasons. Individuals must be balanced and fair about this, willing to be open and transparent. Team members seek opportunities for learning and feeding them into the Force.

Members of the Public Service Team will be exposed to a full spectrum of reports of dissatisfaction from the public which may include situations where a minority of individuals have fallen far below the expected standards of behaviour and where criminality has occurred. These must be escalated quickly and efficiently in order to protect communities and hold Policing to account.

Applicants for roles must have an eye for detail and appetite/professional curiosity for legislation in the knowledge that the statutory complaints framework and review bodies can be complicated, but need to be fully understood to apply consistency and decision making to process.

PSD Public Services Team Leader - You will be the first line manager of the Complaints Handlers and Case Workers who will be directly dealing with the expressions of dissatisfaction and administration of them. You will provide pivotal dynamic direction, quality assurance and performance management of the handling of public contact. You will also be expected to have regular contact with members of the public who contact the organisation to compile and check details of expressions of dissatisfaction. As a Team Leader of a new team, you will be expected to have the ability to be creative, flexible and emotionally aware. Experience of delivery of excellent customer service will be highly desirable.

The preferred candidate will be required to be a static worker for the first 6 months ideally from Force Headquarters in Exeter although other PSD offices around the Force may be available. Once fully competent in role there is flexibility to work as a hybrid worker.

There will be a one-week course for the successful candidate to attend which will be full time. If applying for part time you must be able to work full time during this period – date to be confirmed.

Professional Standards is currently an Alliance Department, hosted by Dorset Police. Applicants must be aware that the Alliance is under review and there is the possibility that roles may be reviewed and maybe hosted by Devon and Cornwall in the future.

Closing Date

07/10/2024, 12:00

For Further Information, Please Contact:

Hiring Line Manager Joanne Arundale

Head of PSD

07477124002

How to apply: To apply for this role please click the 'apply' button below, you will then be taken to a registration page. Please complete this registration form to create an account, once created you will be taken to the application.

Already have an account? If you have previously created an account please click 'login' at the bottom of the page next to the 'submit registration' button. Once logged in, you will be taken to the application.

This opportunity is closed to applications.