Contact and Correspondence Officer
Status: Full time or happy to discuss Flexible Working
Contract type: Permanent
Salary grade range: £25,082 – £29,087
Working hours: 36 hours a week
Deadline: 23 February 2022
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 Police and Crime Commissioner for Surrey is elected to ensure that the views of the public are listened to and reflected in the policing service they receive. Public visibility and engagement are essential for the success of the Office of the Police and Crime Commissioner, which is keen to reach out to and respond to as many of Surrey’s residents as possible.
This role is focused on ensuring that residents can contact the PCC, Deputy PCC and OPCC through various channels and that correspondence is dealt with in an appropriate and timely way. The post will involve logging information and tracking correspondence, writing responses on behalf of the PCC, Deputy PCC and Office and liaising with other agencies, including Surrey Police, where an enquiry does not fall in the remit of the PCC’s office. It will also involve proactively liaising with stakeholders including MPs regarding some of the work of the PCC, DPCC and OPCC.
- Manage the Surrey OPCC inbox and respond to standard queries and correspondence received via post, telephone, social media or face-to-face.
- Maintain a database for recording queries and correspondence, monitoring progress and ensuring all identified actions are taken.
- Ensure records are kept and information managed confidentially in line with data protection legislation.
- Ensure correspondence is dealt with promptly, sensitively, confidentially and accurately
- Gather relevant information to assist with more complex ongoing complaints or case work.
- Analyse databases for trends and highlight common themes and areas of concern.
- Advise the public on the process for complaints and ensure complaints are passed to the relevant agency for handling.
- Draft responses on behalf of the PCC, Deputy PCC and OPCC staff to residents and stakeholders, including MPs offices and councillors.
- Assist the Communications Team in answering social media queries.
- Assist the Communications Team in engagement events and surveys.
- Assist the PCC and Deputy PCC at meetings with stakeholders and residents, including taking notes of agreed actions and following up on those actions.
- Attend and organise PCC surgeries – this may involve evening work on a monthly basis.
- Proactively engage with MPs, their offices, and other stakeholders on behalf of the PCC and DPCC to inform them of key information, updates and activities of interest.
- 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
- Educated to A Level or Equivalent, including GCSE English
- Strong written skills with the ability to write responses tailored to the audience, in letter, e-mail or social media format
- Good verbal and telephone skills with an ability to respond to people in a calm and helpful manner
- Ability to help organise and facilitate engagement events
- Good people skills. Experience of customer service and effective engagement with different audiences would be desirable but not compulsory
- Ability to use and analyse spreadsheets and databases
- High level of planning and organisational skills with the ability to work under pressure, prioritise workloads and multi-task
- Ability to use an empathetic approach in one-to-one contact with members of the public
- Some understanding of the role of the PCC, their statutory requirements, the work of the wider office and Surrey Police in general. Where necessary, further knowledge can be provided during training
- An understanding of the political context of the PCC’s role, and relevant experience in a similar environment would be desirable
- Upholding the values of diversity and equality in their work
The post holder is required to successfully pass Security Check Vetting. Some weekend and out of hours work will be involved. This post is politically restricted
For further information, please contact Sam Meyer at email@example.com
We recognise that our people are balancing demanding careers with commitments and interests outside of work. We welcome applications and discussion with candidates who want to work full-time or part-time/flexible hours.
This vacancy will be based at Headquarters, Guildford.
The closing date for applications is Wednesday, 23rd February 2022. Interviews will be held between the 4-11th March 2022.