Complaints and Service Recovery Case Worker

RSR is a public safety & enterprise security recruitment specialist. We assist public safety employers find the right talent. We assist all employers when they want to source public safety and enterprise security skills and experience.

We are currently recruiting a Complaints and Service Recovery Case Worker to work on a 6-month contract with possible extension.
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The role will be based with a UK Police Force, and so applicants must undergo national security checks.

The role is office based and hours of work are Monday to Friday in Central Birmingham.

The rate of pay will be £18.41 per hour (PAYE)

Role overview:
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.

Main 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 Skills:

• 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.
  

Due to the high volume of applications we receive, if you do not hear from us within 7 working days, your application has been unsuccessful.

If this role is not for you but you do know somebody who would be interested, please feel free to refer them to us! We have a "Refer A Friend" bonus scheme and we will reward you retail vouchers for any referrals who are not already known to us and are successfully placed!

Red Snapper Recruitment is a member of the Red Snapper Group.