Professional Standards Complaint Assurance Officer - Beds

The Professional Standards Department of Bedfordshire Police, Cambridgeshire Constabulary and Hertfordshire Constabulary (BCH) is currently seeking to immediately appoint a Complaint Assurance Officer to join their Business Management Team.

Our Professional Standards Department (PSD) plays a key role in helping uphold the standards of professional behaviour by dealing with public complaints, internal misconduct matters and addressing the threat of corrupt activity by Police Officers, Staff, Partners and Volunteers to protect the security of information and operational activity to build trust and confidence in the public and communities that we serve.

We are seeking a highly skilled and customer-focused individual that will support the department and internal managers across the three police forces in responding to formal complaints received from the public.

This role will focus on ensuring the public receive a timely, professional and proportionate response to their complaint whilst also supporting internal managers with advice and guidance in line with the regulations required in dealing with public complaints.

The role will also handle public complaints and respond directly to the public when required.

Key Responsibilities:

Handling complaints and gathering all necessary information.
Liaising with relevant departments and stakeholders to ensure prompt and comprehensive response to complaints.
Providing exceptional customer service and maintaining a high level of professionalism at all times.
Identifying trends and potential issues that may lead to complaints and escalating them to relevant parties.
Developing and implementing strategies to improve the overall complainant experience.

Key Requirements:

Previous experience working in a complaints handling role or similar.
Excellent communication and interpersonal skills.
Strong problem-solving skills and the ability to think critically.
Ability to work well under pressure and manage multiple priorities.
Attention to detail and accuracy in record-keeping.
Experience using a case management system.
Empathy and understanding towards complainants who may be upset or frustrated.
A commitment to providing excellent customer service and ensuring public satisfaction.

If you are passionate about resolving complaints and have a strong track record of delivering results, then we want to hear from you

This position is office based at Lysander House, Tempsford. It does not have a shift pattern the core hours of working are generally office hours Monday to Friday.

Payscale - SC6/SO1 covers £32,247 - £39,813.

If you are interested or would want to find out more about what the role involves and whether this could be right for you, please contact via email, BCHPSD@Beds.police.uk and someone will contact you to have a discussion.

Additional Information

All internal applicants must have successfully completed their probationary period to apply for this role.

Internal applicants within Bedfordshire Police should upload either a CV or provide relevant skills, experiences and qualifications on Word/PDF document.

This vacancy is live to those at risk of redundancy and will remain open to redeployees until a conditional offer has been agreed with a successful candidate. Redeployees at risk of redundancy will take priority over all other applicants at any point during the recruitment process up until an appointment is offered. If a redeployee does apply and is successful, they will remain on their home force’s terms and conditions.

As a Disability Confident leader, we take personal responsibility to help create an inclusive workplace, where police officers and staff respect one another, feel valued for their differences and can be themselves. We are committed to providing workplace adjustments, wherever needed so everyone feels welcome and can flourish. If you have a disability and you meet the minimum criteria for the position you are applying for, you will be entitled to an interview under the ‘Offer an Interview Scheme’.

It is recommended that you download and store a copy of the role profile as this will no longer be available once the advert has closed.