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Complaints Service Advisor (Ref 21-114)


Complaints Service Advisor

Office of the Police & Crime Commissioner for Cleveland, working closely with Cleveland Police Department of Standards and Ethics

Scale 5/6 - £23,817 - £28,725

37 hours per week – based across a mix of the Community Safety Hub, Hartlepool Police Station and home working
1 year fixed term contract

Do you experience in dealing with complaints and helping the public?  

In Cleveland we operate a successful Complaints Resolution team, informally known as ‘Complaints Triage’ under which all complainants are contacted straight away and offered the opportunity of early resolution of their concerns, if that is appropriate for the circumstances of the case. The system continues to satisfy more and more complainants as well as providing the Force with swift opportunities to address service recovery issues and other learning opportunities.

The team form part of the Office of the Police and Crime Commissioner (OPCC) and work closely with colleagues within Cleveland Police. An exciting opportunity has arisen for a Complaints Service Advisor.  The team will be revised during the course of the year and there may be an opportunity for the posts to be extended. In any event, postholders will benefit from valuable experience gained in this developing area.

These roles will ensure the delivery and resolution of public complaints to meet expected standards which will involve learning, applying and keeping abreast of complaints legislation.

The ability to effectively communicate with customers via a number of channels including telephone, emails and letters, using appropriate language, empathy and tone, will be hugely advantageous.

Please click here for the job description.

If you are interested in applying for this vacancy please follow the link. If you would like to discuss the posts in more detail please contact Elise Pout, Standards and Scrutiny Manager on 01642 301263

The PCC for Cleveland is committed to improving the diversity of his workforce to better reflect the communities we serve. The PCC welcomes applications from all minority groups and individuals who identify with one or more of the protected characteristics as defined by the Equality Act 2010. All appointments will be made on merit.