Customer Complaint Officer

About the role

The Professional Standards Department of a Lancashire police force is looking for a Customer Complaint Officer. You will manage and resolve complaints, support organisational learning and help maintain public confidence in policing.

Key responsibilities

• Manage and assess complaints in line with the Police Reform Act and related regulations.
• Conduct research and initial assessments to determine appropriate recording decisions.
• Engage with complainants, keep them informed and manage expectations throughout the process.
• Investigate low‑level complaints and produce detailed reports with findings and recommendations.
• Identify trends and themes to drive organisational learning.
• Provide specialist advice on complaint handling to internal and external stakeholders.
• Prepare case summaries, representations and supporting documentation for reviews and appeals.
• Maintain accurate records using the Centurion case management system.
• Support training delivery for colleagues and stakeholders when required.
• Contribute to a culture of continuous improvement and high‑quality customer service.

Required profile

• Experience providing customer advice and support in a busy environment.
• Experience dealing with members of the public and a variety of stakeholders.
• Strong written communication skills, including producing detailed and accurate reports.
• Experience handling difficult, sensitive or potentially confrontational situations professionally.
• Ability to investigate problems, evaluate information and identify practical solutions.
• Strong organisational skills with the ability to manage competing priorities and deadlines.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• Centurion case management system

What we offer

• Initial 6‑month fixed‑term contract.
• Hourly rate of £13.84 plus holiday and benefits via Reed PAYE.
• On‑site role based in Preston, North West England.