We are currently recruiting for a Customer Complaints Officer in Preston.


Pay rate: £12.68 per hour.

Contract duration: Temporary ongoing



To provide a high quality, efficient and effective service delivery to customers. To ensure compliance with all regulations, policies and procedures and national guidance in respect of complaints.



  • Have excellent customer service skills and ability to communicate with people at all levels in a variety of formats.
  • Oversee the receipt of all new complaints in accordance with the Police Reform Act and the Complaint and Misconduct Regulations.
  • Responsible for the initial research and assessment of all new complaints in line with the relevant legislation, regulations and guidance.
  • Identify themes, trends, and lessons learnt from all expressions of dissatisfaction.
  • Responsible for setting the terms of reference for low level investigations to ensure the matter is investigated impartially and the correct result is achieved.
  • Provide specialist advice and guidance on complaints and conduct matters in a variety of formats to all stakeholders in accordance with force procedures, legislation, regulations, IOPC and Home Office Guidance.
  • Responsible for preparing representations, case summary and supporting evidence to submit to the PCC or IOPC in relation to case reviews/appeals of complaints on behalf of the AA.
  • To be able to work as part of a multi-disciplined, multi-functioning team, managing a significant case load covering a range of issues and complexities.
  • Undertake all case management duties utilising the case management system Centurion, ensuring accurate and up to date records are maintained.
  • Be responsible for maintaining an in-depth knowledge and understanding of all relevant legislation, regulations and guidance in relation to complaint handling.
  • Responsible for identifying organisational learning from IOPC investigations, all internal cases and following case review/appeal process
  • Assist with training new members of the team and deliver PSD training packages to internal and external stakeholders as required.


Essential Experience: 

  • Providing customer advice in a busy environment.
  • Dealing with members of the public and working in partnership with other departments and agencies.
  • Providing accurate detailed written reports, demonstrating a high level of attention to detail
  • Working on own initiative, investigating problems, developing solutions and taking appropriate timely action to resolve them.
  • Dealing with people in difficult, sometimes confrontational circumstances.
  • Working with minimal supervision, organising and prioritising your own workload to deliver the right result within tight timescales.
  • Ability to provide specialist advice on all matters relating to complaints against police.
  • Working effectively as part of a team
  • Interrogating computer systems to produce reports and management information.


Apply online or contact Terri O’Keefe on 07879 585551. You can also email terri@peelsolutions.co.uk  for more information on this role.

Job Category: Business Services
Job Type: Temporary
Job Location: Lancashire

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