Staff - Customer Service Caseworker in Milton Keynes

Role type: OPFCC

Contract duration: Fixed Term Contract

Contract type: Internal Secondment, Part Time

Department: OPFCC

Location: Wellingborough, Darby House - NN8 6GS

Grade/scale: Staff - Scale 6 - Range

Salary: £33,603 - £35,772 - salary will be pro rata for part time contracts.

Hours per week: 18.5

Contract duration: Number of months: 24

Competency and value framework (CVF) level: 1

Closing date: 06/03/2026, 23:55

The hiring manager reserves the right to close the advert prior to the closing date, depending on the level of applications.

The best part about working in this team: We are a small, dedicated team who love nothing more than the opportunity to turn negative experiences into positive outcomes. The sense of achievement we experience when we are able to truly help a member of the public is unmatched.

How does the work this team does make a difference: By providing a listening ear and having a keen eye for identifying where things may have gone wrong, we can help to put things right for complainants, which is helping to make a significant difference and restoring trust in policing.

The purpose of this role: The Customer Service Team is responsible for the receipt and recording of complaints against Northamptonshire Police and Northamptonshire Fire and Rescue Service. You should be prepared for a challenge and enjoy a varied but rewarding job.

Job description: An exciting opportunity has become available within the Customer Service Team, based within the Office of the Police, Fire and Crime Commissioner. The role is primarily centred around managing contact received from the public, whether that be responding to low level enquiries to assessing and service recovering complaints relating to both Northamptonshire Police and the Northamptonshire Fire and Rescue Service. The role is a fixed term contract on a part time basis for a period of two years. We welcome applications, both internal and external, with secondment opportunities for both Police and Fire staff.

Why work for Us? The Northamptonshire Office of the Police, Fire and Crime Commissioner supports the directly elected Commissioner to deliver on their priorities. Provision of strong governance for both Northamptonshire Police and Northamptonshire Fire and Rescue are a given, but we are about so much more than that, directly delivering services for victims and young people as well as providing policy direction for the wider public safety system in the county. The variety of opportunities and high levels of job satisfaction, with ability to challenge yourself, whilst improving the life of others. Join us to help deliver our Safe and Sound plan for the county as we journey to excellence.

Equality, diversity, and inclusion: We are committed to equality, diversity, and inclusion. We are working hard to increase diversity and inclusion within the organisations where communities are under-represented, including those from Black, Asian, and Minority Ethnic communities, people of all ages, abilities, faiths, religions and gender, LGBTQ communities and those from other disadvantaged or marginalised backgrounds, who share our values and wish to make a difference to the communities we serve.

OPFCC is a Disability Confident Employer – We aim to achieve the highest level an organisation can achieve under the scheme run by the Department of Work and Pensions. If you meet the essential criteria for the role you can choose to share your disability if you would like to take part in our disability confident interview scheme. All applications will be treated on merit, based on the evidence provided in your application and suitability for the role you have applied for.

Flexible working: All requests for flexible working patterns will be considered and will be dependent on the role.

Recruitment and Selection Policy: Internal applicants who are at risk of redundancy or in need of redeployment and pass the selection process, will be offered the role over the remaining internal and external applicants. Internal applicants must have line manager support prior to proceeding with an application.

Please be aware that the Office of the Police, Fire and Crime Commissioner and Northamptonshire Police are separate employers. Although Police internal vacancies are open to OPFCC staff and vice versa, if you are successful, the change of employer will require a longer onboarding process and you will receive a new contract and payroll number. Service with either employer can be carried over as continuous service.

Police Barred and Advisory lists: Individuals placed on the Police Barred and Advisory lists will not be considered for employment by the OPFCC for a minimum of 5 years from the date of listing in the case of gross misconduct, or 3 years from the date of listing in the case of poor performance.

Vetting and safeguarding: We are committed to safeguarding and operate safer recruitment processes, to ensure the organisations employees are proud to work for because they feel safe, valued and part of a happy and supportive work environment. All employees and volunteers therefore will be subject to background checks including vetting and references.

Please note, you will require the following detail to complete this application form; NI Number, ID detail, address information, referee information, full employment history including dates and any qualifications you may have attained. You may also be requested to provide photos of any visible tattoos you have. The application system only remains active on a single page for a period of 60 minutes. Please therefore ensure you allow time to complete this fully as part complete pages will not be saved.