Customer Complaint Officer

Service Care Solutions are looking for a Customer Complaint Officer to work within the Lancashire Constabulary on an initial 6-week contract.

Location: Preston

Job Role/Responsibilities:

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.

• Provide, promote and demonstrate a high-quality customer focused approach to all aspects of the role, ensuring regular contact with customers, managing expectations and delivering a quality, impartial and informative service on all aspects of complaint cases.


• To 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 to make a recommendation on recording decision for the Appropriate Authority using the reasonable and proportionate criteria.


• To identify themes, trends, and lessons learnt from all expressions of dissatisfaction.


• Responsible for ethical complaint resolution in liaison with the complainant and those subjects of the complaint and compiling a detailed report documenting your findings and recommended outcome.


• 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 complaint and conduct matters in a variety of formats to all stakeholders in accordance with force procedures, legislation, regulations, IOPC and Home Office Guidance.

Knowledge/Experience required:

• Experience of providing customer advice in a busy environment.


• Experience of dealing with members of the public and working in partnership with other departments and agencies.


• Experience of providing accurate detailed written reports, demonstrating a high level of attention to detail.


• Experience of dealing with people in difficult, sometimes confrontational circumstances.


• Ability to provide specialist advice on all matters relating to complaints against police.


• Experience of interrogating computer systems to produce reports and management information.


• Experience of using Microsoft Software Applications.


• Experience of inputting, updating and maintaining computerised and manual filing/recording systems.

If you are interested in this role or want further discussion, please contact Lewis O'Donnell either via email: lewis.odonnell@servicecare.org.uk or tel: 01772208962.

Alternatively, if you have any friend or colleagues that might be interested, please feel free to refer them as we a have a referral scheme in place of up to £400.