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- Tasks: Handle complaints and improve service delivery for a UK Police Force.
- Company: Join a dedicated team within a supportive police environment.
- Benefits: Competitive pay at £19.19 per hour, with potential for contract extension.
- Why this job: Make a real difference in community trust and service quality.
- Qualifications: Strong communication skills and knowledge of policing processes required.
- Other info: Office-based role in Central Birmingham with opportunities for personal growth.
The predicted salary is between 15 - 22 £ per hour.
RSR are currently recruiting a Complaints and Service Recovery Case Worker to work on a 6-month contract with possible extension. The role will be based with a UK Police Force, and so applicants must undergo national security checks. The role is office based and hours of work are Monday to Friday in Central Birmingham. The rate of pay will be £19.19 per hour (PAYE).
Role overview: The Service Recovery role is to handle complaints quickly, in a reasonable and proportionate manner, identifying areas of learning and development to enable WMP to improve to offer the best possible service to the public.
Main Responsibilities:
- Analyse complaints and communicate with members of the public to understand their dissatisfaction with WMP service.
- Scope complaints and conduct matters objectively in accordance with complaints and misconduct legislation, ensuring evidence is secured and preserved.
- Identify risk and vulnerabilities and ensure policy and process is followed to ensure risk is mitigated and safeguarding is in place.
- Ensure relevant scoping and information is documented on electronic systems accurately to assist the integrity of data and support data abstraction.
- Using effective communication skills and initiative you will identify the best means of resolution to assist the Appropriate Authority in an informed decision of how the complaint should be handled.
- Complete relevant legislative correspondence precisely and with professionalism which will withstand scrutiny, ensuring relevant policing powers and legislation is referenced to support outcomes provided.
- Ensure any relevant learning, be it individual or organisational, is identified and actioned to assist improve confidence in the communities we serve.
- Offer resilience to the Investigation Team in relation to supporting the smooth running of Post Incident Procedures, supporting arrest and execution of search warrants when required.
- Offer resilience across PSD where needs require, carrying out any other duties commensurate to the role.
Essential Skills:
- Communication skills to include accurate record keeping and writing of letters with confidence, ensuring policy decisions are recorded.
- Strong decision making supported by the NDM (and within WMP of THRIVE+).
- Able to demonstrate an extensive knowledge of policing processes, powers, policy and legislation.
- Proven and demonstrable commitment to fairness, diversity and inclusion.
- Current experience of using and exploring policing systems.
- Able to demonstrate a robust but professional approach to challenging conversations but also show empathy and understanding to victims of crime.
- Ability to work to tight deadlines whilst managing a high workload, demonstrating a high level of motivation and commitment to improving public and trust confidence.
- Must be willing to undergo and pass relevant vetting requirements to MV level.
Please apply now if you would like to be considered. Due to the high volume of applications we receive, if you do not hear from us within 7 working days, your application has been unsuccessful.
If this role is not for you but you do know somebody who would be interested, please feel free to refer them to us! We have a "Refer A Friend" bonus scheme and we will reward you retail vouchers for any referrals who are not already known to us and are successfully placed!
Complaints And Service Recovery Case Worker in Birmingham employer: Red Snapper Recruitment
Contact Detail:
Red Snapper Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints And Service Recovery Case Worker in Birmingham
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on the UK Police Force and their values. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role involves handling complaints, it’s crucial to demonstrate your ability to communicate effectively. Try role-playing with a friend or family member to get comfortable with challenging conversations.
✨Tip Number 3
Be ready to showcase your decision-making skills! Think of examples from your past experiences where you had to make tough decisions under pressure. This will help you illustrate your capability to handle complaints professionally.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, if you know someone else who might be a good fit, refer them to us for a chance to earn some retail vouchers!
We think you need these skills to ace Complaints And Service Recovery Case Worker in Birmingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant skills and experiences that match the job description. We want to see how you can bring your unique flair to the Complaints and Service Recovery role!
Show Off Your Communication Skills: Since this role involves a lot of communication, be sure to showcase your writing abilities in your application. Use clear and concise language, and don’t forget to proofread for any typos or errors – we love attention to detail!
Demonstrate Your Understanding of Policing Processes: We’re looking for candidates who have a solid grasp of policing processes and legislation. In your application, mention any relevant experience or knowledge you have in this area to show us you’re the right fit for the team.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and keep track of your application. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Red Snapper Recruitment
✨Know Your Stuff
Make sure you brush up on your knowledge of policing processes, powers, and legislation. Familiarise yourself with the specific complaints and misconduct legislation relevant to the role, as this will show that you're serious about the position and understand the framework you'll be working within.
✨Showcase Your Communication Skills
Since effective communication is key in this role, prepare examples of how you've successfully handled challenging conversations in the past. Think about times when you've had to empathise with someone while also maintaining professionalism—this will demonstrate your ability to balance both aspects.
✨Demonstrate Decision-Making Ability
Be ready to discuss your decision-making process, especially in high-pressure situations. Use the NDM (National Decision Model) as a reference point to explain how you approach complex issues and ensure that your decisions are fair and justified.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your ability to handle complaints and service recovery. Practice articulating how you would analyse a complaint, identify risks, and propose resolutions. This will help you think on your feet and show that you can apply your knowledge in real-world situations.
