Customer Complaints Officer - Police Staff

Nottinghamshire Police; Arnold; On-site; GBP 29,000 - 32,000; Full time

Job description

Job description

An exciting opportunity has arisen within Professional Standards Directorate at Nottinghamshire Police Headquarters for a number of vacancies within the Complaints Handling Team.

We have 3 full-time vacancies (37 hours) for civilian Customer Complaints Officers. One of the vacancies has an immediate start and 2 of the vacancies will be open later in the year in October 2025.

The main requirement of the role is to be responsible for taking details of all formal complaints that come into the force from members of the public and, at the first contact, attempt to resolve their concern by providing them with information and an explanation of the matter raised. This will include researching Police systems, NICHE, PNC, Safe Saab, etc., and may also include obtaining accounts from officers and staff involved to get a better understanding of the complaint in an attempt to resolve the matter. The role also requires further skills to resolve complaints by way of writing and rationalising complaint outcomes to members of the public, so excellent report writing skills are a must.

The post holder will be required to be proficient in the use of the Centurion database. This will include compliance with inputting data accurately and maintaining the integrity of that data to ensure records are up to date and comply with legislative requirements. This will include the initial recording as well as active monitoring and management of all time-driven events relating to ongoing complaints. The post holder will demonstrate the highest standards of integrity and confidentiality at all times.

The post holder will need to develop a good working knowledge of the legislation and regulations governing the handling of complaints together with a working knowledge of the IOPC Statutory Guidance.

The pay banding for the role is A1 £29,109 to £31,296 (full-time).

When applying, please complete the information on the next few screens referring to the person specification and job description to indicate your suitability for the role. You can also attach a supporting statement of no more than 1000 words and your CV. Please ensure any documents you attach during your application do not have your name or any identifiable personal details included within the text or the document name, so that your application can remain anonymous.

For current Office of the Police and Crime Commissioner staff applicants, please note that Nottinghamshire Police would be a new employer. However, an agreement has been made whereby all tenure and length of service will be honoured.

Vetting Level – Management: You must have resided in the UK for at least the last 5 years.

IMPORTANT INFORMATION

Candidates currently at risk will be required to complete and attach the at-risk pro-forma document.

All applicants will be subject to the Nottinghamshire Police Vetting Policy.

Nottinghamshire Police is committed to the principles of Equality, Fairness, and Diversity, and we welcome applications from all sections of the community in our efforts to recruit a diverse and flexible workforce that reflects the people we serve.