Customer Complaint Officer

A law enforcement organisation based in Lancashire is seeking a Customer Complaints Officer to join their Professional Standards Department, where you will play a critical role in managing complaints, supporting organisational learning and helping to maintain public confidence in policing. As a Customer Complaints Officer, you will be responsible for assessing, managing and resolving complaints in line with relevant legislation, regulations and national guidance. This is an excellent opportunity for an individual who enjoys problem solving, working with people, conducting detailed investigations and providing high-quality customer service in a challenging and rewarding environment. This is an initial 6-month contract that will be based onsite in Preston, the hourly rate for the position is £13.84 per hour + holiday and benefits via Reed PAYE. Key Responsibilities: • Manage and assess complaints received in accordance with the Police Reform Act and associated regulations. • Conduct research and initial assessments to determine appropriate recording decisions. • Engage regularly with complainants, keeping them informed and managing expectations throughout the complaint process. • Investigate low-level complaints and compile detailed reports outlining findings and recommendations. • Identify trends, themes and organisational learning from complaints and expressions of dissatisfaction. • Provide specialist advice and guidance on complaint handling matters to internal and external stakeholders. • Prepare case summaries, representations and supporting documentation for reviews and appeals. • Maintain accurate and up-to-date records using the Centurion case management system. • Support training delivery for colleagues and stakeholders where required. • Contribute to a culture of continuous improvement and high-quality customer service. What We're Looking For Essential Experience • 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. • Experience using computer systems to maintain records, produce reports and analyse information. • Confidence using Microsoft Office applications including Word, Excel and PowerPoint. • Experience working effectively both independently and as part of a team.