Customer Complaints Officer in Blackburn

Quest Recruitment are currently recruiting for a Customer Complaints Officer to join a Professional Standards Department based at Headquarters. This is an excellent opportunity for an experienced customer service, complaints or investigations professional to join a busy Professional Standards team. The successful candidate will be responsible for managing and investigating complaints, providing advice and support to members of the public and internal stakeholders, and ensuring complaints are handled fairly, impartially and in accordance with legislation, regulations and national guidance.

The Role

• Manage and assess new complaints in line with relevant legislation and regulations.
• Maintain regular contact with complainants, managing expectations and providing a professional and informative service.
• Investigate complaints, gather relevant information and evidence, and establish the facts.
• Prepare detailed reports outlining findings and recommended outcomes.
• Identify themes, trends and opportunities for organisational learning.
• Set terms of reference for lower-level investigations and ensure matters are investigated fairly and impartially.
• Provide advice and guidance on complaint and conduct matters to colleagues and stakeholders.
• Prepare case summaries, representations and supporting evidence for reviews and appeals.
• Manage a significant and varied caseload, prioritising work effectively and working to tight deadlines.
• Maintain accurate and up-to-date case records using the relevant case management system.
• Work closely with colleagues, departments and external organisations.
• Support the training and development of new team members where required.

About You

• Excellent customer service and communication skills.
• Experience dealing with members of the public, including difficult or confrontational situations.
• Strong written communication skills and experience producing accurate, detailed reports.
• Experience investigating problems, identifying solutions and taking appropriate action.
• The ability to manage your own workload and prioritise competing demands.
• Experience working effectively as part of a team and with other departments or organisations.
• Excellent attention to detail and organisational skills.
• Experience using Microsoft Office, including Word, Excel and PowerPoint.
• Experience maintaining accurate electronic and manual records.
• The confidence to communicate with people at all levels and deliver presentations or training.
• A willingness to learn, develop and undertake continuous professional development.
• Knowledge or experience of the Police Reform Act 2002, Police (Complaints and Misconduct) Regulations and IOPC guidance would be advantageous.
• You will also need an understanding of confidentiality, data protection and the 'need to know' principle.

What We're Looking For

• Treats people with respect, empathy and professionalism.
• Remains impartial and objective when dealing with complaints.
• Takes ownership of cases and sees them through to a high standard.
• Can analyse information critically and make well-reasoned decisions.
• Works collaboratively with colleagues and partner organisations.
• Remains calm and professional when dealing with challenging situations.
• Can identify opportunities for improvement and organisational learning.
• Understands the importance of handling confidential and sensitive information appropriately.

Enhanced vetting will be required for this position. This role is Temporary contract, 6-months - Full time.

If you have the relevant experience and are interested in finding out more, Quest Recruitment would be pleased to hear from you. Please get in touch with Quest Recruitment to discuss the role and your suitability.