- S25-174 Customer Complaints Officer (LC5-6)

Lancashire Constabulary’s Professional Standards Department is seeking a Customer Complaints Officer to be based at Hutton Headquarters. The site is accessible by public transport and there is also free car parking on site.

The purpose of this role is to provide a high-quality service to members of the public who express dissatisfaction, corresponding via email, letter, telephone and in person with members of the public and staff regarding complaints and ensuring compliance with all regulations, policies, procedures and national guidance.

Key Responsibilities:

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.

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.

Please see the attached job specification for further details.

Skills and Experience:

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

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

Customer Service Qualification or attendance on an in-house training course in customer service.

Vetting and Medical:

Successful applicants will be required to pass Management Vetting prior to commencing their role. You will also be subject to a medical assessment.

Please be aware there is a minimum 5 year UK residency required for Management Vetting.

Interviews:

Interviews will be held on either the 17th, 19th, 20th, 23rd, 24th or 25th June.

Benefits:

25 - 31 days annual leave (role dependant) plus 8 bank holidays pro rata
Local Government Pension Scheme with contributions from 5.5% to 12.5% depending on your salary
Sick pay provisions
Generous maternity / paternity and adoption leave entitlements
Option to become a member of the onsite unions
Discounts from various retailers via the Blue Light Scheme
Access to on-site-gyms – HQ
Cycle to work scheme
Support from our Health and Wellbeing Centre including Welfare Officers, Counselling, Physiotherapy and Mental Health Peer Supporters
Hybrid / Agile working (role dependant)

Closing date: Monday 16th June 2025 at 10am.

Please note if you are put on a reserve list or offered the role on a temporary basis, you will need to get support from your line manager.

Candidates applying for Lancashire Constabulary should be aware that the use of online 'Artificial Intelligence' (AI) systems such as ChatGPT to generate application answers is NOT permitted, any candidate found to have submitted an application form using online 'AI' software to generate answers will be removed from the recruitment process with immediate effect. This may result in future applications with the Constabulary also being rejected, based on integrity.

PLEASE NOTE, AGENCY EMPLOYEES VOLUNTEERS AND SPECIALS ARE UNABLE TO APPLY FOR INTERNAL VACANCIES.

Before you complete the online application, we would advise you to read the attached Information and Guidance documents.