- S26-208 Customer Complaints Officer (LC5-6)

Lancashire Constabulary is looking for a Customer Complaints Officer to join our Professional Standards Division to be based at Hutton Headquarters. 

The purpose of this role is to provide a high quality, efficient and effective service delivery to customers and to ensure compliance with all regulations, policies and procedures and national guidance in respect of complaints.

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.
• Oversee the receipt of all new complaints in accordance with the Police Reform Act and the Complaint and Misconduct Regulations.
• 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: 

• Must hold a Customer Service Qualification or be willing to attend an in-house training course in customer service.
• Experience of interrogating computer systems to produce reports and management information.
• Experience of inputting, updating and maintaining computerised and manual filing/recording systems.
• Willingness to travel on Constabulary business occasionally

Vetting and Medical:

Please be aware, as a condition of your appointment you must undergo and pass Management Vetting (MV). Please be aware there is a minimum 5 year UK residency requirement for Management Vetting and you must be 18 years old at the point of applying. Successful applicants will also be subject to a medical assessment.

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: Tuesday 14th July 2026 at 10am 

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Whilst we would encourage applicants to not use AI in order to provide their examples within the application form, we accept that candidates may use AI to provide general guidance and inspiration during the completion of the form. 

By utilising this functionality, you acknowledge and agree to the following:

• AI-generated content is provided for illustrative purposes only and does not constitute professional, legal, or personal experience.
• You remain fully responsible for the accuracy, authenticity, and originality of all information submitted in your application.
• The inclusion of AI-generated suggestions does not imply endorsement or guarantee of the appropriateness, completeness, or effectiveness.
• The organisation accepts no liability for any consequences, direct or indirect, arising from the use of AI-generated content within this form.

Applicants are encouraged to carefully review and personalise all responses to ensure they accurately reflect their individual experiences, qualifications, and intentions.

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