Vacancy Information
Division / Department - Professional Standards Department
Grade - Band 2
Status - Part Time
Contract Type - Permanent
Salary Grade Range - £38,979 - £56,223
Working Hours - 21.6 Hours per Week
Shift Allowance -
Politically Restricted -
The starting salary for this role will usually be at the bottom of the salary range and will be pro-rata if the working hours are less than full time.
The Role
Are you passionate about improving the service Surrey Police delivers for the public, learning when we’ve got things wrong and putting it right?
The Surrey Police Professional Standards Department (PSD) is looking for someone to fill a newly created role as a Complaints Manager.
You’ll oversee a broad spectrum of complaints handled by the Force, acting as a key decision-maker ensuring our resources are focused in a reasonable and proportionate manner whilst identifying opportunities to improve policing.
The role is office based at Surrey Police HQ and is a part-time role working 3 days per week.
Key Responsibilities
As the Complaints Manager within PSD you will form part of the Senior Management Team, working closely with the Detective Inspectors to ensure high performance. You will act as a role model, demonstrating the highest levels of integrity.
You will:
• Act as the delegated Appropriate Authority in complaint cases, including consulting with the Investigator in relation to handling decisions and Severity Assessments. To include tasking investigative actions.
• Ensure that complaints are correctly logged, recorded and referred as required by the relevant legislation, regulations and statutory guidance
• Oversee PRA cases being handled by PSD Investigators (or others in the Force), ensuring they are managed and progressed in a reasonable and proportionate manner, in accordance with all statutory requirements.
• Act as the delegated Appropriate Authority in conduct cases as required, including undertaking Severity Assessments in accordance with relevant regulations, policies and statutory guidance.
• Ensure that the wider PSD Senior Management Team (SMT) are aware of high risk or sensitive cases at the earliest opportunity.
• Ensure that learning (for individuals and for the organisation) is identified from complaints on a case-by-case and thematic basis, and identify and recommend opportunities to improve, sharing learning across the force and more widely as needed. • Attend and contribute effectively to internal SMT meetings and to represent PSD at other regular meetings across the force / with partners, including meetings with senior stakeholders.
• Have oversight of the management/organisation of Disciplinary Proceedings, ensuring that all statutory requirements post-referral to Disciplinary Proceedings are complied with.
• Provide expert advice to police officers and police staff at all levels on complaints and misconduct procedures, including occasional delivery of training inputs. Build and maintain effective working relationships with partners (internal and external), such as the Police Federation, Unison, IOPC in order to be an identifiable point of contact for such advice.
• Chair or participate on any internal working groups or projects as instructed by Head / Deputy Head of PSD.
• Undertake other duties appropriate to the grade and character of work as may be reasonably required, including specific duties of a similar or lesser graded post.
Skills & Experience
• Experience in a management or high-level supervisor role
• Effective production of written and statistical reports, including clear, rational, and well-articulated decision making. This must include the effective presentation of such reports both in Word/Excel/PowerPoint etc format, but also effective verbal presentation skills.
• The ability to use, or demonstrable ability to learn, Microsoft Office suite, Centurion case management system, Niche RMS and other internal systems used by Surrey Police. • A working knowledge and evidence of application of legislation, regulations and statutory guidance governing police conduct and complaints OR a clearly demonstrable ability to understand and apply this rapidly.
• Familiarity with the criminal justice system and the structure and operation of the police service.
• The postholder will be required to travel across Surrey to attend training and meetings. They will also occasionally be required to attend regional or national training, conferences or meetings etc. They will need to hold a full UK driving license and to achieve the necessary standard to drive a Surrey Police vehicle (A-B driving, non-response)
• Due to the nature of the post the successful candidate must pass SC & MV vetting to take up the role.
Further Information
For further information about this vacancy please contact Chief Inspector Schulten (steve.schulten@surrey.pnn.police.uk) or Chief Superintendent Haddleton (kerry.haddleton@surrey.pnn.police.uk).
The role is office based at Surrey Police HQ and is part-time (working 3 days per week).
This vacancy will be based at Headquarters, Guildford. Please note that in 2024 Surrey Police Headquarters is due to move to Leatherhead.
Additional Information
Following submission of your application you will receive a confirmation email with a copy of your application attached. Occasionally emails from this address can fall into spam/junk folders so please ensure this is checked regularly. You may wish to consider adding noreply@surreysussexpolice.as.recruitmail.com to your address/contact list to ensure you receive all communications.
This post is being advertised in parallel with Force redeployment processes. Any redeployees who are identified will be given preference. This may result in the post being withdrawn at any point during the recruitment process.
Please note that not all jobs are available for internal candidates across both Forces, the current agreed recruitment principles are;
- vacancies in collaborated units are available to all officers and staff across both Forces
- vacancies in non-collaborated units are only available to officers and staff within the Force with the vacancy unless it is advertised externally.
If the vacancy is advertised externally and an officer or member of staff from the other Force is success it will result in a transfer of employment
Surrey Police and Sussex Police Special Constables, Volunteers and Agency Staff (excluding self-employed workers) covered under the Agency Worker Regulations (AWR) are eligible to apply for internal advertised posts.
Diversity Statement
We are only as good as our people. It's really important that our officers and staff can be themselves in the workplace and we know that as an organisation we'll grow from the variety of thinking, approach and skills that diversity brings; all of which help us deliver a better policing service. We strive to ensure how we deliver our services, provide information and how we recruit is open and accessible to all.
We have multiple staff support groups who help to improve our understanding of minority issues and ensure they are reflected in our work. We are proud members of the Stonewall Workplace Equality Index and Disability Confident, a signatory of the Race at Work Charter and aligned with the Armed Forces Covenant and the HeForShe movement.
We value the differences that people bring from all backgrounds and communities. Regardless of age, sex, ethnicity, sexual orientation, gender identity or gender expression, disability, social status or religious beliefs, we would love to hear from you.
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