Customer Contact Centre Advisor in Sale

The Independent Office for Police Conduct exists to investigate complaints fairly and thoroughly. The IOPC has the power to initiate, carry out and oversee investigations. It is also responsible for monitoring the way complaints are handled by local police forces. As a Customer Contact Centre Advisor within the IOPC, you can expect to work in a progressive and dynamic organisation with declared and strong core values. The work will be fulfilling and offer considerable opportunities for personal growth and satisfaction.

As a Customer Contact Centre Advisor, you will be welcomed into a dynamic and inclusive customer-focused team representing the IOPC as the first point of contact to the organisation, presenting a professional image providing accurate advice and information to a range of external customers and stakeholders. The IOPC is on a journey to develop its culture, perspectives and ethos to support the organisation's core outcomes, allowing you to develop your mindset and approaches to contribute to improving the police complaints system in England and Wales.

Key Responsibilities

• Provide a responsive telephone information service, respond to correspondence and complaints received from a range of external parties, including members of the public, police forces, MPs, solicitors and other agencies.
• Process direct complaints received from members of the public to the appropriate police force or authority with minimal handling and representation.
• Be alert to and identify high profile matters and matters of public interest, and direct complaints that it may be appropriate not to forward to the force because of exceptional circumstances, and draw these to the attention of the Customer Contact Centre Manager.
• Establish customer needs and provide appropriate information – advising on the role of the IOPC, the process for making a complaint or appeal, signposting to other agencies or providing general information.
• Respond to comebacks, complaints, MPs' letters and other correspondence.
• Take ownership of calls, queries and complaints, seeking to resolve issues to reduce subsequent contact and provide the best possible experience for the customer.

Qualifications and Experience

• Evidence of strong oral and written communication skills.
• Confidence and ability to communicate with people at all levels.
• Ability to be patient, resilient, sensitive and diplomatic when dealing with the public and stakeholders.
• Capacity to conduct enquiries, obtain information and use sound judgement to reach conclusions.
• Proven relevant experience of working in a customer-focused advice or information handling environment.
• Experience of dealing with challenging people over the phone.
• Experience of responding to customer queries and complaints in writing.

Skills and Abilities

• Good organisational skills and ability to manage own workload.
• Good IT skills, including Microsoft Office and database systems.

Recruitment Process

This vacancy is using Success Profiles. Throughout the recruitment process, we will also assess your Experience, Strengths, Technical Skills and Values. As part of the application process, you will be asked to complete 4 Sift Questions based on the essential criteria. If successful following sift, you will be invited to attend a 2-stage process, including a written assessment and a Success Profiles interview. Anticipated assessment and interview dates are estimated to take place W/C 16 + 23 March 2026.

Equality, Diversity and Inclusion

The IOPC is a diverse and inclusive workplace, and we want to help you demonstrate your full potential whatever type of assessment is used. We are committed to providing equal opportunities for all applicants and creating an inclusive environment where diverse perspectives are valued and supported. We believe that diverse perspectives contribute to a more innovative and dynamic workplace. We actively encourage applications from individuals who are typically under-represented or disadvantaged in society (women, people from ethnically diverse backgrounds, parents and carers, disabled candidates including neurodiverse candidates).

Benefits and Working Conditions

• 27.5 days paid annual leave (increasing with service to 32.5 days)
• Options to carry over, buy or sell annual leave
• Voluntary Health Cash Plan provided by BHSF
• Civil Service pension
• Civil Service maternity leave package
• PAM employee assistance programme
• Access to Civil Service Sports Council (CSSC) membership
• Cycle to work scheme
• Opportunity to enjoy the latest home and electronics in a more affordable way provided by Vivup
• Car Leasing Scheme
• Staff Networks focused on each of the protected characteristics – run for staff, by staff: Enable Network, Age Network, Welsh Network, Pride and LGBTQ+ Network, Sex and Family Network, Race, Religion and Belief Network
• Learning and development tailored to your role.
• An environment with flexible working options
• A culture encouraging inclusion and diversity