Customer Complaint Officer

Service Care Solutions are currently recruiting for a Customer Complaint Officer to work on a full-time contract in Preston, Lancashire.
The role is paying £13.84 per hour (PAYE).

Job profile: The Customer Complaint Officer will provide an efficient, compliant and customer-focused complaints service, ensuring complaints are assessed, recorded and progressed in line with relevant legislation, regulations and guidance. The postholder will manage a varied caseload, provide advice to stakeholders, and support learning outcomes from complaint themes and outcomes.

Duties:

• Provide a high-quality, impartial and informative service to customers, maintaining regular contact and managing expectations throughout complaint cases.
• Oversee the receipt and initial handling of new complaints in line with the Police Reform Act and relevant complaints/misconduct regulations.
• Carry out initial research and assessment of new complaints and make recommendations on recording decisions using reasonable and proportionate criteria.
• Liaise with complainants and those subject of complaint to support ethical resolution and fair outcomes.
• Compile detailed reports documenting findings and recommended outcomes, maintaining accurate case records throughout.
• Set terms of reference for low-level investigations to ensure matters are investigated impartially and appropriately.
• Provide specialist advice and guidance on complaint and conduct matters to stakeholders, in line with procedures and IOPC/Home Office guidance.
• Prepare case summaries, representations and supporting evidence for case reviews/appeals as required (e.g., PCC/IOPC).
• Identify themes, trends and organisational learning from complaints, investigations and review/appeal outcomes.
• Use the Centurion case management system to complete case management duties and maintain up-to-date records.
• Support training of new team members and assist with delivery of PSD training packages as required.
• Undertake other duties consistent with the nature and responsibilities of the role.

Experience required:

• Experience providing customer advice in a busy environment.
• Experience dealing with members of the public and working with other departments/agencies.
• Experience producing accurate, detailed written reports with strong attention to detail.
• Experience handling difficult and sometimes confrontational situations professionally.
• Experience working on own initiative: investigating issues, developing solutions, and taking timely action.
• Ability to organise and prioritise workload with minimal supervision, meeting tight timescales.
• Experience working effectively as part of a team and managing a significant caseload.
• Experience using MS Office (Word, Excel, PowerPoint) and maintaining computerised/manual recording systems.
• Experience interrogating systems to produce reports/management information.
• Understanding of confidentiality, the “need to know” principle, and Data Protection requirements.

If you are interested, or if you have any questions or concerns, please apply now.