Professional Standards Complaints Manager (2 posts)

Professional Standards Complaints Manager (2 posts)

Hindlip, Worcestershire

Permanent

Full Time

The closing date for this post is 12 noon on Wednesday 23rd October 2019

Those currently eligible on the redeployment register will be given prior consideration

Interviews will be held W/C 11th November 2019 based at Hindlip, Worcestershire

The main purpose of the role is to manage the initial assessment and recording of complaints from members of the public. To ensure that cases are finalised in line with home office and Independent Police Complaints Commission (PCC) guidelines.   In doing so to also ensure that all interested parties remain properly engaged and informed.

Main Responsibilities:

Receive complaints from members of the public and make appropriate recording decisions and severity assessments in a timely manner.

Attempt service recovery with the complainant where appropriate.

Ensure that all recorded complaints that are allocated to the appropriate department in a timely manner.

Ensure that all complaints are finalised in line with IOPC and home office guidance and that all parties are fully updated.

Provide professional, specialist advice and knowledge to management and colleagues within the organisation in relation to all aspects of the complaints system.

Manage the IOPCC and local appeals processes, ensuring that all relevant material is available and that all parties are fully updated.

Manage the IOPCC disapplication process.

Manage all aspects of gross misconduct hearings.

Ensure integrity, fairness and consideration of the needs of others are incorporated into the daily duties and relationships with colleagues.

To undertake other duties commensurate with the nature, level of responsibility and grading of this post, including cover for the Investigations Manager as required, in support of the Chief Inspector, Professional Standards.

Experience/Skills:

Sound knowledge of the police complaints system.

Working knowledge of the Misconduct/Performance Regulations for employees and Police Officers.

Experience of dealing with difficult customer complaints.

Experience of coordinating complex administration procedures.

Analysing complex information and reaching sound, evidence based decisions.

Negotiating and influencing skills in confrontational situations.

We want our organisation to be as diverse as the community it serves. We welcome applicants from all sections of the community.

You will be required as part of West Mercia Police recruitment process to successfully complete vetting and credit checks.

We support the “Happy to talk flexible working” campaign, which aims to encourage uptake of flexible working for individuals, the flexible working options that may be considered for this role include; Fixed Shifts.