Complaints Handlers - Manchester, United Kingdom - Reed Talent Solutions

Reed Talent Solutions
Reed Talent Solutions
Verified Company
Manchester, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description
GMP have exciting opportunities available for Complaints Handlers to work on a full time, temporary basis.


Contract:
Initially until 30/11/2023


Location:
Central Park, Newton Heath, Manchester, M40 5BP


Hours: 36.25 per week, 8-4 Monday to Friday


Please be aware that if successful you would be required to go through GMP vetting before starting which can take 4-8 weeks.


Purpose of the role:


  • To be the first port of call for all contact into the branch by the public, partners and GMP staff.
  • To ensure all incoming work into the branch is quickly assessed and passed to the correct resource.
  • Handling all incoming work into the branch; in particular matters reported under the Police Reform Act 2002.

Duties:


Handling complaints

  • Contacting all complainants via telephone or in writing to establish the exact nature of the complaint and to assist in deciding how the complaint should be dealt with.
  • Deciding whether a complaint, on receipt is critical enough to be raised immediately to the assessment team supervisor.
  • Researching complaints which will include:
  • Accessing force systems to obtain information.
  • Directing branch members to obtain evidence if it is felt such evidence is time critical.
  • Reviewing force policy and legislation.
  • Attempting to resolve complaints "there and then" in line with the Police Reform Act 200
  • Calling members of the public about their complaint and probing / interviewing them to extract as much detail as possible to enable their complaint to be assessed correctly
  • Whilst speaking to members of the public, challenging them with tact and diplomacy should there be clear evidence of a malicious complaint (for example body worn video footage).
  • Recording the complaint on the Branch's complaint recording system.

Handling recordable conduct

  • Receive reports of conduct matters from partners, GMP staff and any other persons via the same methods as described for complaints.
  • Researching conduct matters using the same techniques as used in researching complaints.
  • Deciding whether or not the matter should be recorded as a conduct matter or recordable conduct matter decision in line with the Police Reform Act 2002 and fully documenting the rationale. This will involve a verbal briefing to the assessment team supervisor.
  • Recording the matter on the Branch's complaint recording system.
  • Allocating the matter to an appropriate authority (in the case of conduct) or an investigator in the case of recordable conduct.

Experience required:


  • Dealing with members of the public, (particularly by telephone) in a complaint, help desk or advice capacity.
  • Use of IT systems and Microsoft Office
  • Gathering relevant information, identifying options and then making decisions, all whilst being open to new information.
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