Contact and Scrutiny Officer

We are currently recruiting for a Contact and Scrutiny Officer to work for Avon and Somerset Police.

This is a temporary role office based at the Police HQ, Portishead. You will be working Monday to Friday - 37 hours a week.

Please do not apply for this role unless you have lived in the UK for at least the last 3 years continuously. This is due to Police Criteria.

Main Purpose of the role:

To provide a high quality, customer focussed service to members of the public contacting the Police and Crime Commissioner.

To support the PCC in discharging their statutory functions, including regarding complaints, Freedom of Information, and Police Appeals Tribunals.

Main responsibilities:

• Monitor and manage incoming communications - receive, risk assess, record, direct and relay calls/messages from the external telephone line to the appropriate OPCC colleagues and the contact management system.

• Monitor and manage the #PCC email inbox and record, risk assess, acknowledge and direct all PCC incoming mail correspondence.

• Record, risk assess, acknowledge and direct PCC contacts from all other sources, including postal correspondence, stakeholder contacts via telephone and teams and contacts recorded at engagement events.

• Carry out research in order to prepare high quality responses to members of the public, liaising with relevant ASP lead officers and staff, and colleagues across the OPCC.

• Provide a high quality, customer-focussed response to correspondence from members of the public or local, regional or national bodies, with strategic oversight from the Scrutiny and Assurance Managers and Senior Scrutiny and Assurance Manager.

• Work with Communications and Engagement colleagues to ensure the PCC's views are consistently represented across contacts and other external communications.

• Support the sharing with OPCC colleagues of relevant information and insights received through contacts, to inform a joined-up approach to ASP scrutiny and partnership working.

• Work with the Scrutiny and Assurance Manager to support the PCC in carrying out their statutory functions, including the service of Police Appeal Tribunals, and response to Freedom of Information requests.
• Support the PCC's oversight of police handling of complaints, including by undertaking research, Highlighting any concerns with the relevant party and escalating where appropriate.

• Work closely with colleagues to develop and maintain efficient processes. Maintain and operate efficient and effective contact handling and information management systems, ensuring they are updated and information is stored and disposed of appropriately. Support the ongoing development of the contact case management system.

• Communicate effectively with members of the public and stakeholders. Demonstrate professional and efficient customer service skills in all interactions.

• Maintain and operate efficient and effective record keeping and filing systems, ensuring they are updated and information is stored and disposed of appropriately.

• Maintain professional awareness and horizon scan for future developments, with a commitment to own personal and professional organisational development.

• Demonstrate a commitment to the OPCC values, equality and diversity through actions and activities.

• Undertake any other duties as reasonably commensurate with role.

PERSON SPECIFICATION:

Experience and/or knowledge within a local authority, policing or relevant public or voluntary sector organisation.

Previous experience of working in a customer focused role

Strong customer service skills and ability to make risk based decisions.

Ability to manage a large and diverse portfolio of work with competing deadlines. Ability to be flexible to respond to changing priorities

Ability to analyse and present information in a range of formats.

Excellent written and verbal communications skills. Understanding of confidentiality and information governance.

Strong ICT skills and competent to use a range of IT packages including word processing and spreadsheets.

Proven ability to handle stakeholder interface effectively and professionally in a way that establishes confidence, credibility and trust.

Strong detail orientated, organisational and planning skills.

Ability to identify risks and make suggestions around how to mitigate and manage them.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://candidate-privacy