Victim Liaison Officer and Complaints Co-ordinator - Portsmouth, United Kingdom - Crown Prosecution Service

Crown Prosecution Service

Verified Company

Portsmouth, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

Details:

Reference number:

Salary:

- £28,200 - £30,560
Job grade:

Executive Officer
B1
Contract type:
Permanent
Business area:
CPS
Wessex
Type of role:
Operational Delivery
Working pattern:
Flexible working, Fulltime, Parttime
Number of jobs available:
2Contents

Location

About the job

Benefits:

Things you need to know

Location

Eastleigh, PortsmouthAbout the job

Job summary:

CPS Wessex is delighted to advertise the role of Victim Liaison Officer and Complaints Co-ordinator.

About the Operational Delivery Profession

The Operational Delivery Profession (ODP) is the largest of all Government professions made up of over 250,000 civil servants, that's 70% of the total workforce.

The ODP delivers exceptional services to support and protect millions of UK citizens at home and abroad.

The ODP is inclusive, flexible, modern, and connected, sitting at the heart of public service - the people profession.

If not delivering a service direct to the public, the profession provides a vital role in supporting those that do.

Whatever their role, ODP staff make a real difference to people's lives. They make policies, strategies and plans a reality both for internal staff and for the public.

More information about the ODP can be found here:
Working in Operational Delivery, Civil Service Careers

Job description:

Victim Liaison Officer

The Victim Liaison Unit manages and coordinates all post-finalisation communications with victims in cases that the CPS has charged and/or prosecuted.

These cover Direct Communications with Victims.

The Unit ensures that all communications are clear, empathetic, timely and of the necessary quality so that the victim understands the decisions made and is aware of their rights in terms of challenging those decisions or questioning the level of service given by the CPS.

The purpose of this role is to provide a quality customer service to victims of crime and the public through effective verbal and written communications, in particular: answering telephone enquiries from the public and MP's correspondence, drafting Direct Communication with Victim letters and making appropriate arrangements for face to face meetings with victims who are entitled to an enhanced service.

Complaints Co-ordinator

The purpose of this role is to provide a quality customer service through effective verbal and written communications, in particular dealing with feedback, coordinating complaints and Victims' Right to Review requests in line with prescribed timescales and quality standards.

Person specification:

Victim Liaison Officer

To maintain productive and empathetic relationships with victims where there is direct contact between the VLO and the victim.
To manage the relationships with prosecutors and their managers to maintain their support and cooperation in communicating effectively with victims.
The VLO will be able to manage difficult and challenging conversations both with prosecutors and other CPS people and with victims with calmness and professionalism and in a way that influences them positively.
Log and respond to correspondence from members of the public within the set time limits.
Check for cases which require DCV and flag to prosecutors the need for further information to complete the DCV communications where necessary.
Provide information to Witness Care Units, where appropriate to facilitate effective and ongoing engagement with victims and witnesses.
Brief staff leading meetings with victims to ensure that they are fully aware of all relevant issues enabling effective engagement.
Undertake line management responsibilities

Complaints Co-ordinator

Engage internally with managers, prosecutors, Paralegal Officers, Paralegal Assistants, administrative staff, Independent Assessor of Complaints and externally ensure complainants are signposted where appropriate to other agencies to ensure all complaints are proactively managed and progressed.
Work with the Senior Management Team and Victim Liaison Manager to identify lessons learnt and good practice to continually improve the handling of feedback, complaints and VRR requests.
Manage mailboxes, systems and workflow to ensure all complaints and VRR requests are dealt with in line with the standard operating practices and timescales.
Use the Complaints Application, Case Management System (CMS) and other IT systems to efficiently manage and record correspondence within the agreed guidelines and policy.
Accurately track and manage cases using the Complaints Application and CMS, ensuring complaints are progressed within agreed time limits and quality assurance checks are completed.
Undertake line management responsibilities

Behaviours:

We'll assess you against these behaviours during the selection process: