Complaints administrator (letter writing) Work, Jobs (with Salaries)

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Casework Administrator

Independent Office for Police Conduct -
Sale

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Job details

Full-time | Fixed term contract
£26,765 a year

Benefits

Cycle to work scheme
Annual leave
Company pension
Employee assistance programme
Car scheme

Qualifications

Travel arrangements
Computer literacy
Spreadsheets
Incoming mail sorting
GCSE
Encryption
Filing
Scanning
Complaint handling
Databases
Presentation skills
SharePoint
Communication skills
Welsh

Full job description

Details

Reference number

473074

Salary

£26,765

A Civil Service Pension with an employer contribution of 28.97%

GBP

Job grade

Administrative Assistant

Contract type

Fixed term

Length of employment

12 months fixed-term contract

Type of role

Administration / Corporate Support

Working pattern

Full-time

Number of jobs available

Location
About the job
Benefits
Things you need to know
Apply and further information

Location

Sale

About the job

Job summary

As a Casework Administrator, you will be welcomed into a dynamic and inclusive directorate. The IOPC is on a journey to develop its culture, perspectives and ethos to support the organisations core outcomes and this is your opportunity to enter into the varied world of IOPC Business Admin, allowing you to develop your mindset and approaches to contribute to improving the police complaints system in England and Wales.

The role assists the organisation by preparing cases, liaising with stakeholders and providing all aspects of administrative support.

BACKGROUND

The Administration Hub can be the first contact point for members of the public and other agencies in regard to Appeals/Reviews and Police Referrals. The Administration Hub receives referrals about serious matters from Appropriate Authorities and Appeals or Reviews from members of the public who made a complaint and are dissatisfied with the Appropriate Authorities handling of their complaint. The Administration Hub will collate all relevant information and direct cases and correspondence to the correct internal department.

Information may be received via telephone, e-mail or post. Generally, the administration team conduct a preliminary examination of the information received, input this information, prepare the case file and then refer it to the appropriate person. The Administration Hub receives new work daily and therefore the work of the team is fast paced and reactive.

In completing some of these tasks the post holder may view some distressing or sensitive material

** Please note that candidates who have applied for this role within the last six months are not eligible to apply as part of this recruitment campaign.**

Job description

. General Duties

Opening all post sorting and scanning it
Search and retrieval of files / miscellaneous post etc.
Contact point for the Appropriate Authorities who are requesting an update on an allocation of an appeal/review or a referral.
Contact point for members of the public prior to allocation of Appeals & Reviews, advising on allocation times, appeal rights, and how to submit appeals and further information.
Filing and photocopying duties
Maintaining Perito case files prior to allocation to a decision maker.
Triage of post items and emails
Create and manage file parts and media for the directorate
Copy and encryption of all media types, including BWV and CCTV.
Downloading of media and investigation papers from cloud based applications.
Updating Sharepoint with relevant documents and ensuring templates and passwords are kept up to date
Travel bookings/car hire for colleagues as requested

Referrals

Creation of new referrals on Perito
Forward referrals to appropriate department

Appeals & Reviews

Creation of new Appeals/Reviews on Perito
Update Appeal & Review spreadsheets
Send and save acknowledgement letters for Appeals or Reviews and email the appropriate force
Deal with Appeal or Review queries from members of the public, police forces and other policing bodies.
Checking Appeal/Review documentation and assess who the appropriate Appeal/Review body is, and deciding whether it has been received in time and whether it requests a validity assessment.
Communicating in writing and verbally with forces/police bodies and members of the public regarding appeals
Acting as single point of contact (SPOC) for certain appellants dealing specifically with the setting up of their appeals/reviews ensuring they are provided with a consistent service
Printing WFH documents for Casework Managers.
Contact police forces to obtain background information.
Review background papers for cases and ensuring all key documents and media listed in the Investigators report have been requested from the police force.
Processing translation requests both verbally and written (appeal related).
Chasing Death and Serious Injury reports from appropriate authorities and ensuring case files complete for Casework Managers to work.
Prepare closed Appeals and Reviews for filing and archiving.

Other Police Reform Act work

Log new applications from Appropriate Authorities
Ensure all documents and information is saved to the case
Acknowledge receipt of applications to the Appropriate Authority
Updating and maintaining allocation spreadsheets, including allocating for Senior Casework Managers.

Person specification

Essential Experience

Good secondary school level education, including English and Maths to GCSE grade C or equivalent
IT literate including competency in Microsoft Office and electronic databases in particular having good Microsoft Excel skills in order to collate, store and present data.
Ability to work on own initiative
Must have high integrity with an ability to act with discretion and to deal appropriately with confidential matters (this post requires Security Clearance)
Ability to deal appropriately with a wide range of people at all levels, both within and outside the IOPC
A flexible approach to work, including the ability to work to tight deadlines and to deal with changing priorities.
Good oral and written communication skills
Must be proactive in approach to work
The ability to deal with high profile, sensitive matters, which sometimes can be of an upsetting nature.

Desirable Experience

Some knowledge of the work of the IOPC and key legislation which governs its operation
Good oral and written communication skills in Welsh.
Knowledge and experience of dealing with digital media, including encryption.

Behaviours

We'll assess you against these behaviours during the selection process:

Communicating and Influencing
Managing a Quality Service
Working Together

Benefits

Alongside your salary of £26,765, Independent Office for Police Conduct contributes £7,753 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides .

27.5 days paid annual leave (increasing with service to 32.5 days)
The option to buy, sell, or carry over annual leave is reviewed each year and offered when possible
Voluntary Health Cash Plan provided by BHSF
Civil Service pension
Civil Service maternity leave package
PAM employee assistance programme
Access to Civil Service Sports Council (CSSC) membership
Cycle to work scheme
Opportunity to enjoy the latest home and electronics in a more affordable way provided by Vivup
Car Leasing Scheme
Staff Networks focussed on each of the protected characteristics - run for staff, by staff: Enable Network, Age Network, Welsh Network, Pride and LGBTQ+ Network, Sex and Family Network, Race, Religion and Belief Network
Learning and development tailored to your role.
An environment with flexible working options
A culture encouraging inclusion and diversity

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles , and will assess your Behaviours and Experience.

We'll assess you against these Administrative Assistant (AO) Level behaviours during the selection process:

Communicating and Influencing
Working Together
Managing a Quality Service

This vacancy is using Success Profiles, to find out more, please click here.

Throughout the recruitment process we will also assess your Experience, Strengths and Values.

As part of the application process, you will be asked to complete 4 Sift Questions based on the essential criteria.

Anticipated assessment and interview dates are estimated to take place W/C 31 August 2026.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Medical

Successful candidates will be expected to have a medical.

Nationality requirements

This job is broadly open to the following groups:

UK nationals
nationals of the Republic of Ireland
nationals of Commonwealth countries who have the right to work in the UK
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

Working for the Civil Service

Please note this Post is NOT regulated by the Civil Service Commission.

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

Name : [email protected]
Email : [email protected]

Recruitment team

Email : [email protected]

Apply Now

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complaints administrator (letter writing) jobs

Casualty Reduction Administrator

Office Administrator/Customer Service

Admin & Exams Apprentice

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Details

Reference number

Salary

Job grade

Contract type

Length of employment

Type of role

Working pattern

Number of jobs available

Contents

Location

About the job

Job summary

Job description

Person specification

Essential Experience

Desirable Experience

Behaviours

Benefits

Things you need to know

Artificial intelligence

Selection process details

Security

Medical

Nationality requirements

Working for the Civil Service

Diversity and Inclusion

Apply and further information

Contact point for applicants

Job contact :

Recruitment team