Professional Standards Complaints Administrator

Job Family Business Support
Job Sub Family Professional Standards
Code BUS-PRO-SD-Professional Standards Complaints Administrator V1.0

Role Purpose

The Complaints Administrator carries out a range of duties to ensure that the administration of complaints made by members of the public is carried out accurately, at the right time and in line with the relevant Police Regulations and Statutory Guidance. Ensuring the efficient and timely handling of confidential information and strict adherence to the prescribed procedures.

Key Accountabilities

• Carry out the administration of new complaints that have been received by the force, review and distributing cases to relevant teams to enable initial assessment, and recording complaints that are to be investigated.

• Create and update case files ensuring accurate recording and retention of documents and information to support interviews, meetings and the preparation of the outcome letters.

• Ensure that the Appropriate Authority is provided with all necessary Statutory Notices, background papers and up to date case files to enable them to take appropriate action at all stages from initial recording of the claim through to closure and, where relevant, appeal.

• Maintain records of interviews, evidential images and property exhibits adhering to force Retention Policy for the safe retention or disposal of information, to ensure that these are available as required while the case is open.

• Act as a point of contact for the force on the administration of complaints, resolving problems and answering queries as necessary and appropriate.


All roles are expected to know, understand and act within the ethics and values of the Police Service.

The Competency and Values Framework (CVF) has six competencies that are clustered into three groups. Under each competency are three levels that show what behaviours will look like in practice.

It is suggested that this role should be operating or working towards the following levels of the CVF:

Resolute, compassionate and committed

Inclusive, enabling and visionary leadership

Intelligent, creative and informed policing

Education, Qualifications, Skills and Experience

Prior education and experience:
• Practical understanding of the local force Police Staff Misconduct Procedure.

• Practical understanding of section 22 of the Police Reform Act 2002, the Police (Conduct) Regulations 2012, the Police (Complaints and Misconduct) Regulations 2012.

• Experience in use of computer databases and other computerised systems to record information.

• Experience in using word processing and spreadsheet applications.

• Good communication skills with the ability to listen to others.

• Skilled in using specialised software related to own area of work to extract, analyse and report on data.

• Able to appropriately prioritise and plan own work, and coordinate the activities of others in hearings.

• Able to proactively develop effective working relationships with colleagues, partners and other stakeholders.

• Good team working skills demonstrating awareness of individual differences and providing support as required.

• Able to review own performance objectively and to take steps to maintain and enhance competence and professional standards appropriate to the role.

• Able to identify potential opportunities to enhance efficiency and/or effectiveness within own area of work.

Continuing Professional Development (CPD)

Maintain an up to date understanding of:
o Police Misconduct Procedure
o the statutory complaints procedure
o the Centurion system

Professional Registration/Licenses

• Not applicable.

Links to other Profiles

• Head of Professional Standards
• Professional Standards Manager
• Professional Standards Supervisor
• Professional Standards Investigator
• Professional Standards Analyst
• Professional Standards Researcher
• Professional Standards Hearings Officer

Leave Feedback