Complaints Handler / Investigator

Dorset Police; Exeter; On-site; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Competitive salary

Hybrid working

Government pension

Gym membership subsidy

Blue Light Card

Sick pay

Parking on site

Insurance scheme

Training and development

Flexible hours

Job summary

Dorset Police is recruiting for a role within the Professional Standards Department in Exeter to help ensure compliance with complaints handling and investigative requirements introduced in February 2020. The role resolves the majority of public complaints where special requirements are not met, engaging with complainants and gathering evidence as needed.

You will maintain thorough records, provide accurate information to complainants and appeal bodies, and identify improvement opportunities.

Responsibilities

• Review and resolve public complaints, by engaging with complainants to identify reasonable and proportionate investigative steps to resolve the complaint.
• Obtain relevant information or evidence by seeking accounts from officers, staff or witnesses. Researching force systems, legislation, policy and procedures and if needed securing and assessing BWV or CCTV.
• Maintain accurate records, relevant decisions and rationales for complaints handled or investigated and conclusions reached and provide accurate relevant information to the complainant, relevant appeal body (IOPC or OPCC) and other interested parties.
• Highlight areas for improvement regarding individual or organisational practices and procedures.

Job description

Salary £30,333 rising by yearly increments to a maximum of £34,662 per annum + Excellent Benefits including Government Pension

Location: Police Headquarters, Exeter

Type of employment: Permanent

Closing Date: 28/08/2026, 12:00.

About the role:

The purpose of the role is to enable Dorset and Devon and Cornwall Police to comply with the complaints handling and investigative requirements introduced on the 1st February 2020. This role will be responsible for the resolution of the majority of public complaints dealt with by the Professional Standards Department where the ‘special requirements’ are not met.

The postholder will be expected to:

• Review and resolve public complaints, by engaging with complainants to identify reasonable and proportionate investigative steps to resolve the complaint.
• Obtain relevant information or evidence by seeking accounts from officers, staff or witnesses. Researching force systems, legislation, policy and procedures and if needed securing and assessing BWV or CCTV.
• Maintain accurate records, relevant decisions and rationales for complaints handled or investigated and conclusions reached and provide accurate relevant information to the complainant, relevant appeal body (IOPC or OPCC) and other interested parties.
• Highlight areas for improvement regarding individual or organisational practices and procedures.

Hybrid working opportunities are available following training and competency sign-off. Hybrid workers are currently expected to attend the office a minimum of three days per week, although this may change in line with operational and business requirements.

Please note there is one full time post of 37 hours per week and one part-time post of 25.5 hours per week available.

Want to know more about this role?

Please click on the 'Apply' button to be taken to the vacancy on our website for further information about the role including the role profile. For a conversation regarding the role, once you have viewed the full details on our website, please contact:

Hiring Line Manager: Sean Roper - Public Service Team Inspector

Email Address: [e-mail]

What you get if you join us:

If you work for us, you will get access to:

• A competitive salary with yearly increments.
• Access to heavily subsidised gym membership that will provide you access to police site gyms throughout the counties.
• Access to the Blue Light Card Scheme for discounts and services (requires a one-off payment of £5).
• Company sick pay.
• Competitive local government pension scheme.
• Job related equipment supplied, as required.
• Free onsite parking at many police sites throughout the counties.
• Access to Group insurance scheme (via salary sacrifice scheme).
• Support networks, free Employees' Assistance Programme, Occupational Health and wellbeing services.
• Development and training opportunities available.
• Supportive and flexible training plan, including regular check-ins throughout your initial period of joining us to ensure you are up to speed with the role and getting the support you need.
• Flexitime, with the ability to undertake your hours flexibly and in line with business need.
• Hybrid working, with the ability to work remotely at times throughout the working week (once signed off the training plan).