Complaint Resolution Unit (Cru) - Complaint Handler

Job Title:Complaint Resolution Unit (CRU) - Complaint handler

Salary:The starting salary is £33,348, which includes allowances totalling £2,841.

The salary is broken down as £30,507 basic salary, which will increase annually until you reach the top of the scale £32,639. Plus, a location allowance of £1,841 and a non-pensionable allowance of £1,000.

Location: Bromley

We are entering our second year of the Complaints Resolution Unit (CRU). This is an exciting opportunity to be part of a unit which leads on the way we deal with public complaints. This is key to our priority to improve trust and confidence in the Met and to deal with complaints in an efficient and effective way, with a focus on customer satisfaction and prompt resolution where appropriate.

The CRU was established to ensure we comply with new regulations and that our response is proportionate, dealing with most issues either outside of Schedule 3 Police Reform Act 2002 or by ‘proportionate handling.’ The unit is having significant impact in reducing complaints passed to Professional Standards Units for investigation, enabling them to focus on investigations that are required and to do this in a more timely and effective manner.

The team is led by a Chief Inspector and comprises of 3 core teams led by Inspectors and Sergeants/Band D’s. You will work alongside police constables and other Band E staff. Office days are based on your core team pattern that may vary over time.

Constables and Band E staff are mainly responsible for speaking to complainants and seeking to resolve issues to their satisfaction or to ‘proportionately handle’ the matter. You will be expected to speak to members of public who wish to raise concerns about their experience with the MPS. Should you not be able to resolve their initial complaint, you will research databases, obtain an account from officers involved, review and retain evidence and body worn video (BWV) available, collate information in a report that provides an explanation understandable to the general public.

The unit is based at Newlands Park. Following initial training and mentoring, all officer and staff will work to a blended working model in line with Met policy (currently a compulsory two days a week in the office – subject to change).

This unit will appeal to staff who really believe in service to the public, want to be front and center in improving public trust and confidence and have excellent communication and problem-solving and IT skills. All posts are suitable for staff on adjusted duties.

Key Responsibilities

• Communicating with complainants by phone and email to understand the issues raised and to resolve within Regulations and to the satisfaction of the complainant
• Research of police indices and contact with officers and staff involved to fact find in complaints resolution
• Provide recommended action and draft response to expressions of dissatisfaction and complaints to supervisor
• Identifying and escalating risk
• Recording complaint and conduct matters on Centurion and referring for investigation or outcome
• Ability to prioritise and manage own workload to meet the units set targets
• Record all your actions and correspondence to ensure transparency in the appeals process

Additional Information

Working hour’s 0800-1600hrs but flexible working maybe considered between the hours of 0700-1900hrs.

For further information regarding this role please contact the Katy Lawrence on 07717 430 201. Please leave a voicemail and we will aim to respond to you within 48 hours

How to apply

Click the apply now button below and start your career at the Met. Applications will be via a detailed CV, Personal Statement, and online application form. Your personal statement should outline why you are interested in the role and how your skills and experience demonstrate your suitability for the role. (NB. Please do not attach 2 copies of your CV).

Completed applications must be submitted by 23:55 on 18th April 2024.

Essential Criteria

• Good problem-solving skills
• Ability to prioritise own workload and deal with volume demand
• Good customer-focused people skills
• Good verbal and written communication skills
• Knowledge and experience of operational risk management
• Excellent IT skills and be able to work across a variety of systems
• Some policing experience / general overview of policing (or previous experience as a police officer/police staff/special constable)
• Experience of conflict management

Desirable Criteria

• Good working knowledge of the Police Conduct Regulations, Police Reform Act, Police (Complaints and Misconduct) Regulations and Police (Performance) Regulations
• Previous experience in dealing with complaints and misconduct in policing