Complaints and Administrative Officer Full Time NEW

JOB DESCRIPTION
JOB TITLE: Complaints and Administrative Officer
EMPLOYER: The Police Complaints Authority (PCA)
LOCATION: Tobago Office

Role Profile
Provide excellent service to complainants, internal and external customers and the general public as required. Record and review complaints and complainants’ issues/concerns to assist in identifying trends and enabling a prompt and satisfactory resolution to complaints in order to contribute positively to the detection, reduction and prevention of police officers involved in criminal offences, police corruption and serious police misconduct. Handle related administrative functions providing strong support in achieving the goals of the organization. Perform related services, duties and relief as required.

Core Responsibilities

Strategic Results and Internal Operations
Receive and record complaints in a timely, courteous and confidential manner, providing excellent service to complainants, internal and external customers and the general public.
Input data onto Case Management System to provide monthly and other reports on complaints.
Assist in screening and implementing the service response to complaints.
Assist in developing user-friendly policies/systems to record complaints accurately and confidentially in line with PCA policy and relevant legislation.
Make field visits to receive and record complaints as required.
Handle administrative functions related to the Tobago office as directed by the Administrative Coordinator.
Maintain back up and confidential custody of files, records, equipment and resource materials.
Maintain inventory and proper custody of stationery and office supplies.
Complete related reports and other administrative requirements.
Attend court and other hearings if required.

Customer Service Networking and Stakeholder Relations
Project a favourable and professional image at all times promoting respect and support for the PCA.
Collaborate with other departments to promote a culture of openness and responsiveness to concerns, challenges and complaints.
Participate in Outreach programmes and related public activities.
Adopt a problem solving approach to issues.
Foster good community and positive public relations.

Risk Management and Control
Maintain Confidentiality.
Maintain professional practice standards.
Assist in identifying potential areas of vulnerability and risk in the complaints process, making suggestions for remedial action.
Is alert to suspicious activity and suspicious persons.
Mentally alert.
Comply with health and safety legislation.

HR Team Building and Employee Relations
Participate in training initiatives, transfer of knowledge and best practice to enhance performance.
Work with Human Resources/others as appropriate to develop an effective Complaints Training program.
Co-operate and work closely with management, legal, investigations and staff to enable integrated functioning and increase successful outcomes.
Participate actively in internal/staff meetings.
Set an excellent example.

Qualifications & Experience
Associate Degree in Communications/Law/Management or related field from an accredited University.
Minimum of 5 years experience in a similar customer service role with:Basic knowledge of the Police Complaints Authority Act 2006.
Basic knowledge of the Police Service Act and Regulations.

Skills & Competencies
Undoubted integrity, confidentiality and strong initiative.
Excellent interpersonal and communication skills (verbal, strong writing skills) with demonstrated ability to exercise sound judgement and tact in customer interaction.
Strong problem-solving and conflict resolution skills.
Persistent, logical, focused and results oriented.
Mentally alert, detailed, organized, thorough and accurate.
Flexible team player.
Ability to identify/assess trends and changes.
Computer Literate with proficiency in Microsoft Suite.
Global outlook.

📬 How to Apply
Required Documentation: Detailed curriculum vitae.
Submission Channels:Email: Send to HR@pca.org.tt
Hard Copy Delivery: Address to:The Human Resource Manager
Police Complaints Authority
Level 24, Tower D
International Waterfront Complex
Wrightson Road
Port of Spain
Application Deadline: October 25th, 2026.
Note: The PCA thanks all applicants for their interest and advises that only suitably qualified candidates will be contacted.