Complaints and Misconduct Assistant

18486.00 - 19704.00 GBP Annual
09 Oct 2019
06 Nov 2019
Engineering, Defence
Contract Type
Full Time
Complaints and Misconduct Assistant

Hindlip, Worcestershire


Full Time

The closing date for this post is 12 noon on Wednesday 23rd October 2019

Those currently eligible on the redeployment register will be given prior consideration

Interviews will be held W/C 11th November 2019 based at Hindlip, Worcestershire

The main purpose of the role is to provide administrative support to the Complaints team in line with IOPC and Home Office procedures.

To deal with a variety of customers, officers and staff within the complaints process using a range of communication methods.

Main Responsibilities:
To take complaints from members of the public; gaining appropriate information, assessing the information and passing to the correct person to progress.

To attempt service recovery with the complainant where appropriate, escalating as necessary.

To ensure that all complaints are recorded correctly and allocated to the appropriate department in a timely manner.

To assist in offering advice to colleagues regarding the complaints process in line with IPCC and Home Office guidance.

To assist with arranging meetings and operating the recording equipment at misconduct hearings.

To assist in the preparation of appeal files in support of the complaints process.

To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.

5 A-C Grade GCSE (or equivalent) including English and Maths.

Previous administrative experience in a customer service environment.

Proven ability to gather and collate information using questioning techniques and create and maintain accurate records.

Good verbal and written communication skills including excellent telephone manner with challenging individuals.

Proven ability to work to strict deadlines whilst managing a high workload under pressure.

Competent in the use of IT, including Microsoft packages.

Special Conditions:
May be required on occasion to work after normal office hours to support hearings.

We want our organisation to be as diverse as the community it serves. We welcome applicants from all sections of the community.

You will be required as part of West Mercia Police recruitment process to successfully complete vetting and credit checks.

We support the "Happy to talk flexible working" campaign, which aims to encourage uptake of flexible working for individuals, the flexible working options that may be considered for this role include; Job Share