Complaints Service Adviser
 

Complaints Service Adviser

Job title: Complaints Service Adviser JRN17788

Salary: Band 6 (£27,735-29,874)

Location: Agile, Forth Banks and Homeworking

Hours/Contract: Full time and part time (18.5 hours) positions available

 

The role 

 

Here at Northumbria Police, we think our region is amazing! It takes a great deal of people from different backgrounds, with diverse skills and experience to serve our force area effectively, think you have what it takes to help us make a difference? This could be the perfect time for you to join us in our Professional Standards Department as a Complaints Service Adviser.

 

The Professional Standards Department (PSD) are at the centre of ensuring Northumbria Police acts with integrity and in line with the Standards of Professional Behaviour and Code of Ethics. It plays a key role in cultural and behavioural improvement, protecting the workforce against internal and external corruption and, identifying and disseminating learning, as well as responding robustly to when behaviour falls below the expected standards of the organisation.

 

As a Complaints Service Adviser, you will liaise with the public to identify key issues and meet a mutually agreed, timely resolution. This is an exciting opportunity which positively impacts our communities and promotes confidence within policing. You’ll need to be resilient and have a flexible approach.

 

What you’ll do 

  • Ensuring al complaints are handled in line with national guidance and legislation
  • Providing exceptional service to internal and external stakeholders
  • Using your initiative to resolve issues where you can, and escalating those that are more serious or complex
  • Communicating with senior officers and managers regularly to help resolve complaints whilst maintaining open communication with those making the complaint
  • Providing data to the Complaints Management Supervisor to support trend analysis and organisational learning
  • Updating systems and ensuring compliance across local databases

 

What skills will I need?

Naturally, you’ll need to have a strong level of integrity in this role. You’ll also need the following essential skills –

  • The confidence to deal with members of the public who may on occasions be angry, upset, or unsure how to express their dissatisfaction. You’ll also need to be empathetic
  • A high standard of customer service skills
  • Excellent verbal and written communication skills
  • The ability to use bespoke databases and systems when required
  • Strong Microsoft Word and Excel skills in order to produce well-presented documents
  • Good decision-making skills that will enable you to resolve non-complex cases

 

We know it's important for you to feel that you're not only part of a great team, but part of a community. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.  

 

Harnessing these differences creates a productive environment in which everyone feels valued, and their talents are fully utilised. Appointments are based on merit alone. 

 

Sound interesting? For further information, and to support your application, please view the job description here. To discuss the role please contact Kate Soulsby by email at kate.soulsby@northumbria.police.uk.

 

Just so you know 

 

Our application form will help us understand how your work, education and life experience has prepared you for the role of a Complaints Management Supervisor with #TeamNP. To help support your application research the role you’re applying for and the values and behaviours that contribute.  

 

Just so you know, you can save your application and come back to it any time prior to the closing date on the advert.  

 

We are proud members of the Business Disability Forum, with whom we collaborate with to improve the lives of disabled employees. We are also a Disability Confident Leader, therefore if you demonstrate that you meet the minimum criteria for this role as stated in the advert, we will progress your application and offer you an interview. 

 

If you tell us that you have a disability, we can make adjustments to support you through the recruitment process (for example we can arrange extra time for tests or provide a sign language interpreter) You can get in touch with us via careers@northumbria.police.uk for any support regarding the application process. Please provide us with plenty of notice so we can ensure your visit goes smoothly.  If your application is successful, we’ll ask you to complete a Management (MV) form, therefore you must be a resident of the UK for a minimum period of 5 years to ensure vetting checks can be successfully performed.  A job offer will be dependent upon vetting clearance and medical information.

 

Terms of appointment 

 

This is a permanent role subject to a six-month probationary period.

 

If you are successful in your application, you will have a 6-month probation period with us where you will be unable to apply for any other post advertised internally or externally .

 

Vacancy Type
Police Staff
Rank/Grade
Grade E
Area Command/Department
Professional Standards
Location
Newcastle
Hours
Full Time
Salary Range
x£24,525 to £26,565
Vacancy Description
Complaints Service Adviser
 

Job title: Complaints Service Adviser JRN17788

Salary: Band 6 (£27,735-29,874)

Location: Agile, Forth Banks and Homeworking

Hours/Contract: Full time and part time (18.5 hours) positions available

 

The role 

 

Here at Northumbria Police, we think our region is amazing! It takes a great deal of people from different backgrounds, with diverse skills and experience to serve our force area effectively, think you have what it takes to help us make a difference? This could be the perfect time for you to join us in our Professional Standards Department as a Complaints Service Adviser.

 

The Professional Standards Department (PSD) are at the centre of ensuring Northumbria Police acts with integrity and in line with the Standards of Professional Behaviour and Code of Ethics. It plays a key role in cultural and behavioural improvement, protecting the workforce against internal and external corruption and, identifying and disseminating learning, as well as responding robustly to when behaviour falls below the expected standards of the organisation.

 

As a Complaints Service Adviser, you will liaise with the public to identify key issues and meet a mutually agreed, timely resolution. This is an exciting opportunity which positively impacts our communities and promotes confidence within policing. You’ll need to be resilient and have a flexible approach.

 

What you’ll do 

  • Ensuring al complaints are handled in line with national guidance and legislation
  • Providing exceptional service to internal and external stakeholders
  • Using your initiative to resolve issues where you can, and escalating those that are more serious or complex
  • Communicating with senior officers and managers regularly to help resolve complaints whilst maintaining open communication with those making the complaint
  • Providing data to the Complaints Management Supervisor to support trend analysis and organisational learning
  • Updating systems and ensuring compliance across local databases

 

What skills will I need?

Naturally, you’ll need to have a strong level of integrity in this role. You’ll also need the following essential skills –

  • The confidence to deal with members of the public who may on occasions be angry, upset, or unsure how to express their dissatisfaction. You’ll also need to be empathetic
  • A high standard of customer service skills
  • Excellent verbal and written communication skills
  • The ability to use bespoke databases and systems when required
  • Strong Microsoft Word and Excel skills in order to produce well-presented documents
  • Good decision-making skills that will enable you to resolve non-complex cases

 

We know it's important for you to feel that you're not only part of a great team, but part of a community. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.  

 

Harnessing these differences creates a productive environment in which everyone feels valued, and their talents are fully utilised. Appointments are based on merit alone. 

 

Sound interesting? For further information, and to support your application, please view the job description here. To discuss the role please contact Kate Soulsby by email at kate.soulsby@northumbria.police.uk.

 

Just so you know 

 

Our application form will help us understand how your work, education and life experience has prepared you for the role of a Complaints Management Supervisor with #TeamNP. To help support your application research the role you’re applying for and the values and behaviours that contribute.  

 

Just so you know, you can save your application and come back to it any time prior to the closing date on the advert.  

 

We are proud members of the Business Disability Forum, with whom we collaborate with to improve the lives of disabled employees. We are also a Disability Confident Leader, therefore if you demonstrate that you meet the minimum criteria for this role as stated in the advert, we will progress your application and offer you an interview. 

 

If you tell us that you have a disability, we can make adjustments to support you through the recruitment process (for example we can arrange extra time for tests or provide a sign language interpreter) You can get in touch with us via careers@northumbria.police.uk for any support regarding the application process. Please provide us with plenty of notice so we can ensure your visit goes smoothly.  If your application is successful, we’ll ask you to complete a Management (MV) form, therefore you must be a resident of the UK for a minimum period of 5 years to ensure vetting checks can be successfully performed.  A job offer will be dependent upon vetting clearance and medical information.

 

Terms of appointment 

 

This is a permanent role subject to a six-month probationary period.

 

If you are successful in your application, you will have a 6-month probation period with us where you will be unable to apply for any other post advertised internally or externally .