Professional Standards Complaint Assurance Officer

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.
  
  Why work for Bedfordshire Police?
  
  We have gained a reputation as a pioneering and innovative force, responsible for policing a large diverse, multi-cultural population.
  
  If you are looking for a fresh challenge which offers a genuine opportunity to make a real difference to people’s lives, variety and the chance to broaden your experience, then we are the force for you.
  
  Benefits include:
  • Access to the local government pension scheme (police staff) or Police pension scheme (Police officers) including career average, employer contributions and death in service.
  • Paid leave days depending on force and length of service (police staff - 24 to 33 days, police officers 22 to 30 days).
  • Paid sick leave of six months full pay and six months half pay (depending on service).
  • Occupational maternity, adoption, and paternity pay (dependent on service).
  • Carers and discretionary leave.
  • Flexible working arrangements including compressed hours, flexible shifts, job share, annualised hours and agile working (depending on role requirements).
  • Gym facilities, weekly yoga classes, exercise classes, squash facilities, exercise space etc. are available (depending on location).
  • Each force has its own sports or sports and social club, offering discounts, trips, and events.
  • Cycle to Work scheme.
  • Access to Blue Light Card providing discounts to Emergency Services on the high street and online.
  • Access to Police Mutual providing financial support including savings plans, insurance, breakdown cover, loans and independent financial advice.
  • Employee Assistance Programme.
  • Various support groups including Black and Minority Ethnic (BME) Support Group, Christian Police Association (CPA), Disability Awareness Network (DAWN), Lesbian, gay, bi-sexual & transgender (LGBT), Menopause Action Group, Police Chaplains.
  • Access to a Trade Union (UNISON)/Staff Association (Federation).
  • The Backup Buddy Police Support app is designed to help with mental health issues and gives practical advice and support as well as a range of podcasts.
  • Opportunities for development and further study including Further You Talent Management, Be You BCH Senior Leadership Programme, and supervisory leadership workshops.
  
  Equality, Diversity and Inclusion
  
  We are working hard to increase diversity and inclusion within the Constabulary, where communities are under-represented, including those from Black, Asian and Minority Ethnic communities, people of all ages, abilities, faiths, religions and gender, LGBT communities and those from other disadvantaged or marginalised backgrounds, who share our values and wish to make a difference to the communities we serve.
  
  All applications will be treated on merit, based on the evidence provided in your application and suitability for the role you have applied for