Complaints Service Adviser - JRN 17788

Vacancy Type
Police Staff
Area Command / Department
Professional Standards
Contract Type
Full Time
Salary Range
£23,766 to £26,016
Closing Date


The role:

Salary Banding: £23,766 to £26,016

The management and timely resolution of complaints is a core element of building and maintaining community confidence.  Complaints can be wide and varied, ranging from an expression of dissatisfaction about access to our services or a serious allegation of wrong doing. 

It is essential that members of the public feel they can raise their concerns, express their dissatisfaction, and know they will be taken seriously and that their issues will be addressed speedily and transparently.

Serious allegation and complex matters will of course need to be investigated appropriately, but many complaints need not involve undue delay and unnecessary bureaucracy.  Our Complaints Service Advisers are skilled employees who liaise with the public in order to identify key issues and meet a mutually agreed resolution.  

This is an exciting opportunity which has positive impacts on our communities and promotes confidence within policing.  Do you have the skills and experience to join a successful team which successfully handles and resolves over 60% of Northumbria Police complaints? 

In return for your dedication and experience, we offer 23 days’ leave, excluding bank holidays, increasing to 28 days for 5 years+ service.  We support our people inside and out of work – offering a very competitive pension scheme, childcare vouchers, and discounts on shopping and eating out thanks to the Blue Light Card. And to take care of your physical and mental well-being, we’ve invested in trained mental health first aiders on-site, an employee advice service and access to gyms in some stations.  

What will I be doing?

We are looking for someone who can evidence an outstanding customer service background and has experience of dealing with and resolving complaints.  You should be professional, empathetic and have the confidence to deal with members of the public who may on occasions be angry, upset or unsure how to express their dissatisfaction.

An understanding of policing issues and procedures would be advantageous. 


You will be required to use your initiative to resolve issues where you can.  Where the complaint is more serious or complex you will assist the complainant to formalise their concerns and escalate for further assessment/ investigation. 

You will need to regularly communicate with senior officers and managers to help resolve complaints and ensure the complainant is updated regularly on progress.

Full training in complaints handling and resolution will be provided.

The successful candidate will:

  • Be able to use Excel, Word and PowerPoint in order to produce well-presented documents

  • Be able to interrogate bespoke databases and systems when required

  • Provide good communication in both verbal and written format

  • Provide a customer focused service and ensure this is delivered to a high standard

  • Be flexible in their approach to work: attending events and working outside of usual office hours when required.

  • An understanding/knowledge of the complaints system and use of Workflow would be desirable. 


Vetting level:

Recruitment Vetting (RV) 

Applicants must be a resident of the UK for a minimum period of 3 years to ensure vetting checks can be successfully performed.  A job offer will be dependent upon vetting clearance, medical information and references. 


If you have any queries with regard to the application process please contact the Talent Acquisition Team by email at


All staff including those appointed on fixed term contracts must successfully complete their probationary period before they are eligible to apply for a Northumbria Police vacancy.

Vacancy Contact

To discuss the position in more detail please contact Kevin Payne on 07592 361 314 or by email at 

Northumbria Police fully supports a policy of equal opportunities and we welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation. Appointments are based on merit alone