Senior Quality of Service Officer

Job title: Senior Quality of Service Officer
Grade: SCALE 4
Role code: EU0604
Status: Police Staff

Main purpose of the role:

Provide a central point of contact within Essex Police for all victims and witnesses of crime, representatives and support agencies up to the point of offender disposal for complex cases. Handle all complaints that do not sit within the PSD business area, owning and resolving complex complaints within the team. Identify areas for improvement and monitor outcomes to ensure continuous improvement through the completion of pilot exercise and performance monitoring.

Main responsibilities:

• Provide resolution for complex customers dissatisfaction and concerns received from victims of crime, insurance companies, solicitors and other representatives by explaining the investigation process, dealing with vehicle recovery, lost or seized property, raising intelligence reports and as a last resort complaints.
• Provide victims with investigation status reports by telephone and email to ensure they remain updated of progress and activity in their case. Updating the appropriate system Storm, Athena. ELVIS, CRASH as required under police policy and procedure to ensure that OIC remain cognisant of every conversation with the victim and the record is complete.
• Supporting victims and witnesses of crime who have additional issues, mental health, addiction etc. by incorporating experience and specific mental health skills to identify issues and ensure that service information is delivered in the best possible way to meet complex customer needs.
• Accepting complaints and dissatisfaction reports at 1st point of contact creating a report on Centurion system as required under force policy. Working with very unhappy or customers with complex needs to defuse dissatisfaction and avoid formal complaints, saving time and resources.
• Respond to dissatisfaction and low level concerns on behalf of PCC, in accordance with the Police and Crime Act 2017 by incorporating detailed understanding of force systems, policy and procedure to ensure dissatisfaction raised with the PCC is dealt with effectively and efficiently to provide the best possible service to customers.
• Identifying and implementing service improvement as directed by the department manager. By looking for key themes and patterns and working with the team to identify the best solution. Measuring the outcomes from these solutions to ensure the desired benefit is delivered. Bringing continuous improvement into the service area.
• Staffing the Essex Police live chat pilot, deploying the necessary written skills to deliver live-chat. Using customer service skills and experience to ensure all new technologies and contact methods meet the customer needs by delivering changes and monitoring feedback to ensure design is as effective as possible.
• Assessing the impact on public satisfaction of business change, CARA, Police and Crime Bill. Using customer service skills and experience to monitor force changes to ensure any impact on customer satisfaction and confidence is monitored, reported and managed, identifying ways to reduce the impact.

September 2017

Vetting level:

RV.

Necessary experience:

Senior Quality of Service Officers will be able to demonstrate experience of delivering high quality of customer service and the ability to support victims of crime.

They will have experience of service delivery in the policing environment including customer service, compliments, comments and complaints handling, combines with experience of talking to members of the public who have complex needs.

They will be educated to GCSE level standard or be able to demonstrate previous experience over a minimum of 3 years, ideally possessing an NVQ in customer Service/Public Service.

Senior Quality of Service officers must have an in depth understanding of force policy and procedure in the following areas;

Crime and incident recording and allocation

Crime investigation

Property

Road Traffic Collision (RTC)

Traffic and Speeding Tickets

Vehicle Recovery

Complaints (PSD)

Partner Agencies

SKILL REQUIREMENTS

MANDATORY SKILL(S) - Requested to have to undertake post

1. Experience of delivering high quality Customer Service

2. Excellent interpersonal skills and listening specifically

3. Able to remain calm and focused during challenging telephone interactions

4. Excellent in depth understanding of the crime investigation process

5. Comprehensive specialist skills in dealing with vulnerable customers

6. Able to identify current status for customers and understand how and where update should be recorded

ESSENTIAL SKILL(S) - necessary training when in post

1. Sound knowledge of the Essex Police Crime Recording System

2. Able to support victims of crime and demonstrate appropriate empathy and understanding

3. Good awareness of the types of crimes victims may have experienced

4. Ability to access and update the following systems; Athena, Storm, Elvis, website.

5. Ability to deal with vulnerable people, angry and upset people, people with mental health and anger issues in a processional manor in line with police ethnics making delivering bespoke help and support.

6. Knowledge of Crime and incident recording and allocation. Crime investigation Road Traffic Collision (RTC) Traffic and Speeding Tickets Vehicle Recovery Complaints (PSD) Partner Agencies

DESIRABLE SKILL(S) - on-going development in post

1. Experience in successfully managing customer expectations

Behaviours:

Analyse critically (level 1)

I recognise the need to think critically about issues. I value the use of analysis and testing in policing. I take in information quickly and accurately. I am able to separate information and decide whether it is irrelevant or relevant and its importance. I solve problems proactively by understanding the reasons behind them, using learning from evidence and my experiences to take action. I refer to procedures and precedents as necessary before making decisions. I weigh up the pros and cons of possible actions, thinking about potential risks and using this thinking to inform our decisions. I recognise gaps and inconsistencies in information and think about the potential implications. I make decisions in alignment with our mission, values and the Code of Ethics.

Collaborative (level 1)

I work cooperatively with others to get things done, willingly giving help and support to colleagues. I am approachable, and explain things well so that I generate a common understanding. I take the time to get to know others and their perspective in order to build rapport. I treat people with respect as individuals and address their specific needs and concerns. I am open and transparent in my relationships with others. I ensure I am clear and appropriate in my communications.

Deliver, support and inspire (level 1)

I take on challenging tasks to help to improve the service continuously and support my colleagues. I understand how my work contributes to the wider police service. I understand it is part of my collective responsibility to deliver efficient services. I take personal responsibility for making sure that I am working effectively to deliver the best service, both individually and with others. I am conscientious in my approach, working hard to provide the best service and to overcome any obstacles that could prevent or hinder delivery. I support the efficient use of resources to create the most value and to deliver the right impact. I keep up to date with changes in internal and external environments. I am a role model for the behaviours I expect to see in others and I act in the best interests of the public and the police service. 

Emotionally aware (level 1)

I treat others with respect, tolerance and compassion. I acknowledge and respect a range of different perspectives, values and beliefs within the remit of the law. I remain calm and think about how to best manage the situation when faced with provocation. I understand my own emotions and I know which situations might affect my ability to deal with stress and pressure. I ask for help and support when I need it. I understand the value that diversity offers. I communicate in clear and simple language so that I can be easily understood by others. I seek to understand the thoughts and concerns of others even when they are unable to express themselves clearly. 

Innovative and open-minded (level 1)

I demonstrate an openness to changing ideas, perceptions and ways of working. I share suggestions with colleagues, speaking up to help improve existing working methods and practices. I constantly reflect on my own way of working and periodically review processes and procedures for continuous improvements. I adapt to change and am flexible as the need arises while encouraging others to do the same. I learn from my experiences and do not let myself be unduly influenced by preconceptions.

Take ownership (level 1)

I actively identify and respond to problems. I approach tasks with enthusiasm, focusing on public service excellence. I regularly seek feedback to understand the quality of my work and the impact of my behaviour. I recognise where I can help others and willingly take on additional tasks to support them, where appropriate. I give feedback to others that I make sure is understandable and constructive. I take responsibility for my own actions, I fulfil my promises and do what I say I will. I will admit if I have made a mistake and take action to rectify this. I demonstrate pride in representing the police service. I understand my own strengths and areas for development and take responsibility for my own learning to address gaps.

Values:

Impartiality (accredited)

I take into account individual needs and requirements in all of my actions. I understand that treating everyone fairly does not mean everyone is treated the same. I always give people an equal opportunity to express their views. I communicate with everyone, making sure the most relevant message is provided to all. I value everyone's views and opinions by actively listening to understand their perspective. I make fair and objective decisions using the best available evidence. I enable everyone to have equal access to services and information, where appropriate.

Integrity (accredited)

I always act in line with the values of the police service and the Code of Ethics for the benefit of the public. I demonstrate courage in doing the right thing, even in challenging situations. I enhance the reputation of my organisation and the wider police service through my actions and behaviours. I challenge colleagues whose behaviour, attitude and language falls below the public's and the service's expectations. I am open and responsive to challenge about my actions and words. I declare any conflicts of interest at the earliest opportunity. I am respectful of the authority and influence my position gives me. I use resources effectively and efficiently and not for personal benefit.

Public service (accredited)

I act in the interest of the public, first and foremost. I am motivated by serving the public, ensuring that I provide the best service possible at all times. I seek to understand the needs of others to act in their best interests. I adapt to address the needs and concerns of different communities. I tailor my communication to be appropriate and respectful to my audience. I take into consideration how others want to be treated when interacting with them. I treat people respectfully regardless of the circumstances. I share credit with everyone involved in delivering services.

Transparency (accredited)

I ensure that my decision-making rationale is clear and considered so that it is easily understood by others. I am clear and comprehensive when communicating with others. I am open and honest about my areas for development and I strive to improve. I give an accurate representation of my actions and records. I recognise the value of feedback and act on it. I give constructive and accurate feedback. I represent the opinions of others accurately and consistently. I am consistent and truthful in my communications. I maintain confidentiality appropriately.