Job description

Vacancy Type - Police Staff
Area Command / Department - Professional Standards
Location - Newcastle Forth Banks/Home Working
Contract Type - Permanent/Fixed Term
Hours - Full Time/Part Time
Salary Range - £24,525 - 26,565

Full training for this role will be carried out at Forth Banks over a 4 week period. After training the role can be worked flexibly from home with occasional office working when required.

We have 1 permanent and 1 fixed term position. The fixed term position is full time only, however part time working will be considered for the permanent position.

Our Professional Standards Department ensure all Northumbria Police staff adhere to the code of Ethics and the Standards of Professional Behaviour. Our department is crucial in improving public service and promoting ethical behaviour therefore we are looking for a professional, dedicated individual to join our busy team. We’ve got a fantastic opportunity to join the team as a Complaint Service Adviser.

Managing complaints in a timely, accurate manner is of the highest importance in our Force. By doing so we build and maintain community confidence and support members of the public when they raise a concern. The complaints we receive can be wide and varied, ranging from an expression of dissatisfaction about access to our services or a serious allegation.

As a Complaints Service Adviser, you will liaise with the public to identify key issues and meet a mutually agreed, timely resolution. This is an exciting opportunity which positively impacts our communities and promotes confidence within policing. You’ll need to be resilient and have a flexible approach – and complaints handling experience is an absolute must (although this can be from a public or private sector organisation)

What will I be doing?

• Ensuring all complaints are handled in line with national guidance and legislation
• Providing exceptional service to internal and external stakeholders
• Using your initiative to resolve issues where you can, and escalating those that are more serious or complex
• Communicating with senior officers and managers regularly to help resolve complaints whilst maintaining open communication with those making the complaint
• Providing data to the Complaints Team Leader to support trend analysis and organisational learning
• Updating systems and ensuring compliance across local databases

What skills will I need?

Naturally, you’ll need to have a strong level of integrity in this role. You’ll also need the following essential skills –

• The confidence to deal with members of the public who may on occasions be angry, upset, or unsure how to express their dissatisfaction. You’ll also need to be empathetic
• Experience of working within a complaints team
• Strong Excel, Word and PowerPoint skills in order to produce well-presented documents
• The ability to use bespoke databases and systems when required
• Excellent verbal and written communication skills
• A high standard of customer service skills
• Good decision-making skills that will enable you to resolve non-complex cases
• Be flexible in your approach to work: attending events and working outside of usual office hours when required.

In return for your dedication and experience, we offer 24 days’ leave, excluding bank holidays, increasing to 29 days for 5 years+ service. We support our people inside and out of work – offering a very competitive pension scheme, childcare vouchers, and discounts on shopping and eating out thanks to the Blue Light Card. And to take care of your physical and mental well-being, we’ve invested in trained mental health first aiders on-site, an employee advice service and access to gyms in some stations.

For further information please see role profile on our careers site.

Vetting level:

Recruitment Vetting (MV)

Applicants must be a resident of the UK for a minimum period of 3 years to ensure vetting checks can be successfully performed. A job offer will be dependent upon vetting clearance, medical information and references.

All staff including those appointed on fixed term contracts must successfully complete their probationary period before they are eligible to apply for a Northumbria Police vacancy.

Northumbria Police fully supports a policy of equal opportunities and we welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation. Appointments are based on merit alone

Job Types: Permanent, Full-time, Part-time, Temporary contract

Salary: £24,525.00-£26,565.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Flexitime
• Sick pay
• Store discount
• Wellness programme

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: Hybrid remote in Newcastle upon Tyne

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