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Contact and Scrutiny Officer

Job Description

Job Advert: Contact and Scrutiny Officer
Location: Avon and Somerset - Office of the Police & Crime Commissioner (OPCC)/working from home
Salary: £14.41 - £18.64
Term: Temporary 6-month fixed-term contract

Main Purpose of the Role:
As a Contact and Scrutiny Officer, you will play a crucial role in providing exceptional customer service to individuals contacting the Police and Crime Commissioner. Your responsibilities will include managing incoming communications, supporting the PCC in statutory functions such as handling complaints and Freedom of Information requests, and ensuring the representation of PCC's views across various communication channels.

Main Responsibilities:

  • Monitor and manage incoming communications, including telephone calls, emails, and postal correspondence, directing them to the appropriate channels within the OPCC.
  • Conduct research to prepare high-quality responses to public inquiries, collaborating with relevant ASP lead officers and staff.
  • Provide professional and customer-focused responses to correspondence from individuals or organisations, under the strategic oversight of the Scrutiny and Assurance Managers.
  • Collaborate with Communications and Engagement colleagues to ensure consistent representation of the PCC's views in external communications.
  • Support the sharing of relevant information and insights with OPCC colleagues to facilitate a cohesive approach to ASP scrutiny and partnership working.
  • Assist the PCC in carrying out statutory functions such as serving Police Appeal Tribunals and responding to Freedom of Information requests.
  • Aid in the oversight of police handling of complaints, including research and escalation of concerns when necessary.
  • Maintain efficient contact handling and information management systems, contributing to their ongoing development.
  • Demonstrate professional and efficient customer service skills in all interactions with members of the public and stakeholders.

Person Specification:
The ideal candidate will possess:

  • Experience or knowledge within a local authority, policing, or relevant public/voluntary sector organisation (Desirable).
  • Previous experience in a customer-focused role (Essential).
  • Strong customer service skills and the ability to make risk-based decisions (Essential).
  • Capability to manage a diverse workload with competing deadlines and adapt to changing priorities (Essential).
  • Proficiency in analysing and presenting information in various formats (Essential).
  • Excellent written and verbal communication skills, with an understanding of confidentiality and information governance (Essential).
  • Strong ICT skills and competence in using various IT packages (Essential).
  • Proven ability to handle stakeholder interactions effectively and professionally, establishing confidence and credibility (Essential).
  • Detail-oriented with excellent organisational and planning skills (Essential).
  • Ability to identify and mitigate risks effectively (Essential).

Contact Details:

To apply for this role, please send your CV and cover letter to For any inquiries, please contact Lewis Ashcroft at 01772 208962