We are recruiting a Case Management Senior Officer to assess and resolve complaints and enquiries about policing in Hertfordshire. This is a public facing role requiring sound judgement, resilience, and the ability to explain complex processes clearly and professionally.
You will act as the first point of contact for members of the public, managing cases end to end from initial contact through to resolution. This includes identifying the key issues, explaining what can and cannot be considered within the police complaints system, managing expectations, and providing clear, balanced, and tailored written responses.
The role involves close working with colleagues across the OPCC and Hertfordshire Constabulary, accurate and timely case recording, and compliance with statutory guidance, data protection, and governance requirements.
Experience of complaint handling and familiarity with police systems such as STORM, Athena, or Body Worn Video is desirable. However, we welcome applications from candidates who can demonstrate strong transferable skills and the ability to learn new systems quickly.
We are looking for someone with excellent communication skills, the ability to remain calm under pressure, and experience of working independently in a fast paced, public facing environment.
This role is subject to police vetting and requires flexibility, professionalism, and a strong commitment to public service.
If you are ready to take on a new challenge, please complete an application.
For informal queries, contact Nadine Paull Jessup, Head of Complaints and Public Contact, at Nadine.Paull-Jessup@herts-pcc.gov.uk
Internal Applicants
Eligible internal candidates are required to complete the application form in full and upload a CV.
Vetting Process
As part of the vetting process, the BCH Vetting Unit may contact your current line manager for a Supervisor Appraisal. This requirement aligns with the 2025 National Guidelines for Vetting (APP 6.5.18).
This may apply if you are:
• Transferring to another force
• Renewing vetting clearance
• Moving into a role requiring Management Vetting clearance
• Working in a role involving close contact with vulnerable individuals
If any of the above apply, please expect your line manager to be contacted once your vetting application is submitted.
Redeployment and Redundancy
This vacancy is open to employees at risk of redundancy and will remain available to redeployees until a final offer has been made and accepted.
Redeployees will be prioritised at all stages of the recruitment process and will remain on their home force terms and conditions if appointed.
Role Profile
We recommend downloading and saving a copy of the role profile, as it will no longer be accessible once the advert closes.
Commitment to Inclusion
As a Disability Confident Leader, we are committed to creating an inclusive workplace where everyone feels respected, valued, and supported.
Applicants with a disability who meet the minimum criteria will be guaranteed an interview under the Offer an Interview Scheme.
