Cambridgeshire Constabulary employs over 1,750 police officers, over 950 police staff and 20 PCSOs, serving a resident population of more than 700,000. Our vision is to Create a Safer Cambridgeshire, and we pride ourselves on delivering a service with integrity, sensitivity and respect.
We are recruiting a Complaints Resolution Handler to support the effective management of expressions of dissatisfaction and newly recorded complaints. This is an important public-facing role within the Complaints Resolution Team, helping to ensure concerns are assessed, recorded and directed appropriately, with straightforward matters resolved promptly wherever possible.
It is important that we represent the communities we serve. Everyone at Cambridgeshire Constabulary shares responsibility for creating an inclusive workplace where colleagues respect one another, feel valued for their differences and can be themselves. We are committed to providing workplace adjustments where needed so that everyone feels welcome and can flourish.
Why join Cambridgeshire Constabulary?
By joining us as a Complaints Resolution Handler, you will be part of a supportive team performing work that directly contributes to public confidence, service recovery and organisational learning. Benefits include:
- Local Government Pension Scheme
- Opportunities for development and further study
- Employee Assistance Programme providing free and confidential counselling, financial and legal advice
- Long Service Awards
- Blue Light Card
- Force Lottery
- Cycle to Work scheme
- Employee Welfare Fund
- Access to UNISON
- Agile working , opportunity to work from home and consideration of flexible working requests where operationally possible
What does the role involve?
You will review complaints and expressions of dissatisfaction received by telephone, online channels, email and through the Independent Office for Police Conduct. You will assess how each matter should be managed, take appropriate service-recovery action where possible, and ensure cases requiring further consideration are accurately recorded and allocated.
- Review reported complaints and expressions of dissatisfaction to determine the appropriate route for handling.
- Resolve suitable lower-level matters promptly through clear communication and active service recovery.
- Record and allocate matters requiring local consideration and refer serious or formally recorded complaints to Professional Standards.
- Triage correspondence from the public, the Office of the Police and Crime Commissioner, the Chief Constable’s office and other partners.
- Use Athena and other systems to research relevant information and support accurate decision-making.
- Maintain complete and accurate records within CRT systems and databases.
- Monitor allocated matters, seek timely updates and escalate concerns where necessary.
- Provide advice and guidance to colleagues handling expressions of dissatisfaction.
- Identify organisational learning, emerging risk, repeat complainants and repeated complaints involving officers or staff, escalating appropriately.
Are you the right person for this position?
We are looking for someone whose values and conduct align with the policing Competency and Values Framework. You will bring sound judgement, empathy and a calm, professional approach to sensitive conversations. You must be able to:
- Work effectively in a busy environment with complex and competing priorities.
- Deal with customers and colleagues tactfully, confidently and sensitively.
- Communicate clearly and effectively, both verbally and in writing.
- Listen empathetically and remain calm under pressure.
- Use a range of IT systems and learn new systems and processes.
- Maintain a high level of accuracy and attention to detail.
- Work on your own initiative with minimal supervision while contributing positively to a team.
- Manage multiple tasks, adapt to changing working practices and work flexibly.
- Apply relevant legislation, policy and College of Policing guidance.
Following the first stage of the selection process, shortlisted candidates will be invited to interview. Interviews are expected to take place in December, specific dates will be communicated separately.
For any further information about this role, please Contact the hiring manager on Ilia.Penev@cambs.police.uk
Additional Advert Information
- Internal Applicants
To apply for this role, internal applicants must have successfully completed their probationary period.
If you qualify as an internal candidate within the advertising force, you may upload either your CV or the internal role summary form attached to this advert. - Vetting Process
Please note that, as part of the vetting process, the BCH Vetting Unit may need to contact your current line manager for a Supervisor Appraisal. This requirement aligns with the 2025 National Guidelines for Vetting (APP 6.5.18).
Examples of when this may apply include:- Transferring to another force
- Renewing vetting clearance
- Moving into a role requiring MV clearance (even if you currently hold MV clearance)
- Moving into or working in a role involving close contact with vulnerable individuals
If any of the above apply to you, please expect your line manager to be contacted when you submit your vetting application.
- Redeployment and Redundancy
This vacancy is open to employees at risk of redundancy and will remain available to redeployees until a final offer has been agreed and accepted.
Redeployees at risk of redundancy will take priority over all other applicants at any stage of the recruitment process. If successful, redeployees will remain on their home force’s terms and conditions. - Role Profile
We recommend downloading and saving a copy of the role profile, as it will no longer be accessible once the advert closes. - Commitment to Inclusion
As a Disability Confident Leader, we are committed to creating an inclusive workplace where everyone feels respected, valued, and able to be themselves. We provide workplace adjustments wherever needed so that all colleagues can thrive.
If you have a disability and meet the minimum criteria for the role, you will be guaranteed an interview under the Offer an Interview Scheme.
