Syp - Complaints Resolution Officer - Jan 2023 - Sheffield, United Kingdom - South Yorkshire Police

South Yorkshire Police
South Yorkshire Police
Verified Company
Sheffield, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Department:
Professional Standards Department


Location:
Churchill Way, Sheffield


Salary:
£24,552 - £26,958 (Band C)


Hours: 37 hours per week


Contract Type:
Permanent


Role Purpose:


The successful applicant will work as part of a team within the Professional Standards Department. To receipt, research and assess all new expressions of dissatisfaction with the force. To liaise with internal and external stakeholders to research and potentially resolve the issues raised.

Key Responsibilities:


  • Responsible for the initial research and assessment of all new expressions of dissatisfaction and liaison with the customer, staff of all ranks, supporting agencies and departments to achieve an early resolution.
  • To ensure regular contact with customers, managing expectations and delivering a quality, impartial and informative service, ensuring a high quality customer focused approach to all aspects of the role.
  • To communicate with customers, staff of all ranks, supporting agencies and departments to achieve an early resolution.
  • Regular engagement with HR to ensure that the Reflective Practice process is integrated within districts and departments
  • Responsible for the analysis and provision of performance data in relation to service recovery and lessons learned.
  • To identify themes, trends, best practice and lessons learned from all expressions of dissatisfaction.
  • To undertake all case management duties utilising the case management system Centurion, ensuring the maintenance of accurate and up to date records.
  • Responsible for maintaining a good understanding of policing and policing systems.
  • Assist with development and delivery of training to internal and external customers as required including implementation of the Phase 3 reforms early 2020.
  • Assist PSD staff members and district/department staff with providing updates to complainants.
  • Provide support to the PSD Command Team with key actions relating to the performance and governance of the department.

Skills and experience:


  • Experience of working in a customer focussed environment
  • Experience of writing reports with analytical content
  • Possess a highlevel aptitude of IT (such as Microsoft packages e.g. Word, Excel)
  • Recent experience of internal complaints resolutions processes
For further information relating to the role and tasks of this position, please refer to the attached role profile.


Benefits:

We offer generous entitlements and supportive policies to enable a better work-life balance, some of which are listed below:

  • Generous annual leave allowance
  • Flexible and hybrid working
  • Generous 'family' leave
  • Voluntary CPD Events for all staff to allow continuous development
  • Mentoring & Coaching Scheme
  • Paid Professional Subscriptions when relevant to role
  • Access to a range of occupational health facilities
  • Generous pension scheme
  • Employee assistance service (accessible 24/7)
  • Additional benefits for Westfield Health members
  • Cycle to work scheme
  • Sports and Social Club

Eligibility:


Appearance & Standards:


SYP is committed to striking a proportionate balance between self-expression and the need to maintain role sensitive professional standards in dress and appearance.

Officers, staff and volunteers of South Yorkshire Police are permitted to have tattoos visible whilst on duty provided the tattoo is not considered to be unacceptable or otherwise inappropriate.

Tattoos will be reviewed as part of the recruitment and selection process.


South Yorkshire Police's Key Values:

Please find attached information sheet on South Yorkshire Police's Key Values. The force has a particular focus on three areas, Fairness, Integrity and Trust. Under each of these three headings there are key behaviours we expect all employees to adhere to.


Smarter ways of Working:


South Yorkshire Police is committed to developing working practices which assist staff to balance their personal and professional lives, whilst meeting the needs of the organisation.

This in turn enables SYP to provide an outstanding service to the community.


We are currently unable to offer hybrid working for this role, however hybrid working may be considered in the future.


Closing Date:

Tuesday 7 February 2023 at 23:55 (2 weeks please)


Closing dates are not normally extended, other than in exceptional circumstances and agreement is made between the Talent Acquisition Manager and the Line Manager for the role.


Contact point for applicants:


Further Information:


Did you know? You can copy and paste the link currently in your browser and access this vacancy at home.


Diversity & Inclusion:

In addition, we will look to support anyone who requires Part Time/Job share working hours.


Please note that, should you be successful at the interview stage, the relevant internal or external pre-employment checks are required.

These include vetting clearance or review, prior to being appointed to the new r
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