Service Recovery Officer
West Midlands Police (WMP) has a duty to maintain public confidence in the Police Complaints System and to ensure that it is impartial, effective and expeditious. We aim to increase trust and confidence by ensuring WMP as an organisation are accountable and learn from our mistakes.
The Service Recovery role is to handle complaints quickly, in a reasonable and proportionate manner, identifying areas of learning and development to enable WMP to improve to offer the best possible service to the public.
Responsibilities:
Analyse complaints and communicate with members of public to understand their dissatisfaction with WMP service.
Scope complaints and conduct matters objectively in accordance with complaints and misconduct legislation, ensuring evidence is secured and preserved.
Identify risk and vulnerabilities and ensure policy and process is followed to ensure risk is mitigated and safeguarding is in place.
Ensure relevant scoping and information is documented on electronic systems accurately to assist the integrity of data and support data abstraction.
Using effective communication skills and initiative you will identify the best means of resolution to assist the Appropriate Authority in an informed decision of how the complaint should be handled.
Complete relevant legislative correspondence precisely and with professionalism which will withstand scrutiny, ensuring relevant policing powers and legislation is referenced to support outcomes provided.
Ensure any relevant learning, be it individual or organisational is identified and actioned to assist improve confidence in the communities we serve.
Offer resilience to the Investigation Team in relation to supporting the smooth running of Post Incident Procedures, supporting arrest and execution of search warrants when required.
Offer resilience across PSD where needs require, carrying out any other duties commensurate to the role.
Essential / Desirable Skills
Essential:
Communication skills to include accurate record keeping and writing of letters with confidence, ensuring policy decisions are recorded.
Strong decision making supported by the NDM (and within WMP of THRIVE+).
Able to demonstrate an extensive knowledge of policing processes, powers, policy and legislation.
Proven and demonstrable commitment to fairness, diversity and inclusion.
Current experience of using and exploring policing systems.
Able to demonstrate a robust but professional approach to challenging conversations but also show empathy and understanding to victims of crime.
Ability to work to tight deadlines whilst managing a high workload, demonstrating a high level of motivation and commitment to improving public and trust confidence.
Must be willing to undergo and pass relevant vetting requirements to MV level.
Desirable:
Previously received Management vetting
Experience of carrying out investigations and completing case files or writing details correspondence
Able to demonstrate analytical skills.
Authorised to drive police vehicles
Hours & Location:
The role is based at Lloyd House, primarily office hours 08.00/16.00hrs Mon-Fri, with some flexibility in between 0700-1800 if required for flexible working on approval. On occasion there may be a need to work outside these hours to offer resilience to the Investigation Team.
Vetting:
Successful applicants will be required to pass Management Vetting and Counter Terrorism Check Clearance scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process.
Interviews:
TBC
Point of Contact:
Detective Inspector Mark Hilton and Detective Sergeant Sukhi Kaur.
Medical:
Appointment to this role will be dependent upon successfully medical checks, which may include a drugs test and if required a fitness test.
West Midlands Police is a Disability Confident Leader - the highest level an organisation can achieve under the scheme run by the Department of Work and Pensions. We operate a Disability Confident Interview Scheme. All candidates who share with us that they are disabled and meet the essential criteria for the role will be offered an interview*.
Successful applicants will be required to pass management vetting and security clearance scrutiny prior to starting their role. This includes a full background & financial disclosure.
*There may be times we cannot interview all disabled people who meet the essential criteria for the job. For example, seasonal and high-peak times. In these situations, we may limit the number of interviews offered to disabled and non-disabled people. In these circumstances, we will select the candidates who best meet the essential criteria for the job.