Complaints Handler / Investigator

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

Benefits offered by this job

Gym membership

Blue Light Card Scheme

Company sick pay

Free onsite parking

Group insurance scheme

Employee Assistance Programme

Development and training opportunities

Flexitime

Hybrid working

Job summary

Dorset Police is seeking a role to support complaints handling and investigations within the Professional Standards Department. The post involves resolving public complaints and coordinating with officers, staff, and witnesses to gather relevant evidence and make justified decisions.

The role includes maintaining thorough records, reporting findings, and identifying improvements in practices while offering hybrid working arrangements after training and competency sign-off.

Qualifications

• Experience in handling public complaints (police/public sector)
• Understanding of investigative processes and case management
• Familiarity with relevant legislation and policy frameworks

Responsibilities

• Review and resolve public complaints by engaging with complainants to identify reasonable investigative steps.
• Obtain relevant information or evidence by interviewing officers, staff or witnesses and researching systems and procedures.
• Maintain accurate records and rationales for decisions and conclusions; communicate with complainants, IOPC/OPCC and other parties.
• Highlight areas for improvement in 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

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?

Hiring Line Manager: Sean Roper - Public Service Team Inspector

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.
• 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).