We are currently recruiting for a Complaints Assessment Officer in Newton Heath.

Pay rate: PAYE 14 per hour.

Contract duration: Temporary ongoing



  • To be the first port of call for all contact into the branch by the public, partners and staff.
  • To ensure all incoming work into the branch is quickly assessed and passed to the correct resource.
  • Handling all incoming work into the branch; in particular matters reported under the Police Reform Act 2002.


General Duties: 

  • Ensure all email and external / internal mail is processed and allocated to the correct resource.
  • Handle minor queries to the branch without further allocation. This would include, but not be limited to:
  • Queries regarding officer background checks (for promotions, good service medal and the like).
  • Answer the branch’s main telephone line.
  • Review all overnight (or weekend) work and brief the assessment team supervisor on any matters of criticality or note.
  • Support the wider branch with requests to access specific IT systems which will only be accessible by the assessment team.




– The law and regulations regarding complaints against the police.

– The law and regulations regarding police misconduct.

– An understanding of the role of the IOPC regarding complaints against the police.




– Using a computer running the Microsoft Windows operating system. Including experience of applications such as spreadsheets, word processors, web browsers and email software.

– Dealing with members of the public, (particularly by telephone) in a complaint, help desk or advice capacity.

– Working as part of a team.

– Briefing colleagues or managers about work-related matters.

– Research a topic using various sources including IT systems.

– Gathering relevant information, identifying options, and then making decisions, all whilst being open to new information.


Handling and resolving complaints from members of the public.





– Ability to learn how to use new software.

– Ability to gather information from a range of sources to understand situations, making sure it is reliable and accurate.

– Excellent communication skills; particularly listening.

– Resilience when managing difficult conversations with members of the public or customers.

– Problem solving.

– Multi-task and prioritise.

– Listen to, or read, an account then summarise it accurately in a written form using an IT system such as a word processor.



– Ability, in appropriate circumstances, to challenge members of the public regarding their account of an event (particularly a complaint).

– Ability to interview people about an event and extract as much detail as possible about what they witnessed.



Apply online or contact Lucia De Felice on 07425 757587. You can also email lucia@peelsolutions.co.uk for more information on this role.

Job Category: Investigative
Job Type: Temporary
Job Location: Greater Manchester

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