Job Description

Force
Bedfordshire Police
HIDDEN - Role Type
Police Staff
Contract Duration
Permanent
Contract Type
Full Time
Department
Public Contact
Location
Headquarters, Kempston, Beds
Grade
Scale 4/5
Salary
27,204

Please note, if this is a paid role and the role is part time then the salary quoted will be pro rata based on the hours worked per annum.


Hours / Week
37
Closing Date
11/01/2026, 23:55



An exciting opportunity has arisen in our Customer Support Team for a permanent Customer Support Officer. The role will be based at Bedfordshire Police HQ in Kempston; however, you will also need to work at Luton Police Station when required. The role working hours are Monday-Friday 0900-1700hrs.


This is a dynamic, public-facing role where you'll be the first point of contact for a wide range of enquiries, supporting both internal colleagues and members of the public.

About the Role:

This is a fast-paced and varied position requiring the ability to manage simultaneousprocesses, handling public enquiries, updating IT systems, and applying assessment frameworks in real time.


Key responsibilities include:

Receiving and managing public and internal enquiries at the Enquiry Office Taking and recording crime reports using STORM, applying NDM, NSIR, NCRS, THRIVE, and Force policies Handling customer care tasks such as issuing Pedlar's licences, lost passport letters, and ride-along arrangements Managing compensation claims (up to 2,000), reviewing evidence, and negotiating outcomes Processing Criminal Injuries Compensation Applications (CICA) Managing Victim Right to Review applications and liaising with relevant officers Administering Pegasus scheme requests and annual audits Logging and managing Notice of Intended Prosecutions (NIPs), PCNs, and general enquiries via CRT Supporting administrative duties including station CCTV, RVR keys, and safe management Operating systems such as STORM, Athena, PNC, Fed Search, PENTIP, and CRASH Registering sex offenders and managing bail records Taking fingerprints, processing football banning orders, and supporting court documentation Facilitating the return of seized vehicles and verifying insurance documentation Handling property returns including firearms, knives, drugs, and valuables

What We're Looking For:

We're seeking someone who:

Has experience in customer support or similar high-demand roles Demonstrates excellent communication and interpersonal skills Is confident using multiple IT systems and managing sensitive data Can work independently and collaboratively across departments Shows resilience, attention to detail, and a commitment to high standards of service

If you're ready to take on a role that's central to our public service delivery and internal operations, we'd love to hear from you.

Additional Advert Information

All internal applicants

must

have successfully completed their probationary period to apply for this role.


Please note - If you qualify as an internal candidate for this role with the force that is advertising then Internal applicants can upload either a CV or the internal role summary form attached to the advert.


This vacancy is live to those at risk of redundancy and will remain open to redeployees until a final offer has been agreed with a successful candidate and accepted by them.


Redeployees at risk of redundancy will take priority over all other applicants at any point during the recruitment process. If a redeployee does apply and is successful, they will remain on their home force's terms and conditions.


It is recommended that you download and store a copy of the role profile as this will no longer be available once the advert has closed.


As a Disability Confident leader, we take personal responsibility to help create an inclusive workplace, where police officers and staff respect one another, feel valued for their differences and can be themselves. We are committed to providing workplace adjustments, wherever needed so everyone feels welcome and can flourish. If you have a disability and you meet the minimum criteria for the position you are applying for, you will be entitled to an interview under the 'Offer an Interview Scheme'

Help us deliver outstanding policing for everyone.

We believe that to serve our communities effectively, we need people from all backgrounds, bringing a wide range of life and professional experiences. This helps us reflect the communities we serve and ensures we deliver the best possible service.

Why Choose a Career in Policing?

Bedfordshire Policeis recognised as a pioneering and forward-thinking service, responsible for policing a large, diverse, and multicultural population.



If you're looking for a meaningful and rewarding career--where you can make a real difference, take on new challenges, and gain a wide variety of experiences--then we want to hear from you.

What We Offer

We're proud to support our people with a comprehensive benefits package, including:

Pension Schemes

: Access to the Local Government Pension Scheme, with employer contributions and death-in-service benefits.

Generous Annual Leave

: 24 to 33 days (depending on rank and length of service).

Sick Pay

: Up to six months full pay and six months half pay (depending on service).

Family Leave

: Occupational maternity, adoption, and paternity pay (depending on service).

Carers and Discretionary Leave

Flexible Working

: Including compressed hours, flexible shifts, job sharing, annualised hours, and agile working (role dependent).

Wellbeing Support

: Local wellbeing teams, on-site gym facilities and exercise classes (location dependent).

Sports & Social Clubs

: Enjoy discounts, trips, and events through our dedicated clubs.

Cycle to Work Scheme

Blue Light Card App

: Option to sign up for discounts in-store and online for emergency service workers.

Financial Support

: Access to Police Mutual for savings plans, insurance, loans, and independent financial advice.

Employee Assistance Programme

: Confidential support for personal and professional wellbeing.

Staff Support Networks

: Including groups for Black and Minority Ethnic colleagues, LGBTQ+ colleagues, disability awareness, menopause support, faith-based groups, and more.

Trade Union Membership

: Access to UNISON.

Career Development

: Opportunities for progression, promotion, and leadership training.

Equality, Diversity & Inclusion

We are committed to building a workforce that is inclusive and truly representative of the communities we serve. We welcome applications from individuals of all backgrounds, especially those currently under-represented in policing, including:

Black, Asian and Minority Ethnic communities People of all ages and abilities All faiths and religions LGBTQ+ communities Individuals from disadvantaged or marginalised backgrounds

All applications are assessed fairly and based on the evidence you provide and your suitability for the role.



Disability Confident Logo

Recruitment and Selection Policy

Internal applicants who are at risk of redundancy or in need of redeployment and pass the selection process, will be offered the role over the remaining internal and external applicants.

Police Barred and Advisory Lists

Individuals placed on the Police Barred and Advisory lists will not be considered for employment by the police for a minimum of 5 years from the date of listing in the case of gross misconduct, or 3 years from the date of listing in the case of poor performance.

Vetting and Safeguarding

We are committed to safeguarding and operate safer recruitment processes, to ensure a police service that employees are proud to work for because they feel safe, valued and part of a happy and supportive work environment. All employees and volunteers therefore will be subject to background checks including vetting and references.


Document

Customer Support Officer - SC4 SC5.docx - 122KB Opens in a new window


Converted File Customer Support Officer - SC4 SC5.docx.pdf - 102KB Opens in a new window
Staff Internal Role Summary.docx - 95KB Opens in a new window


Converted File Staff Internal Role Summary.docx.pdf - 71KB Opens in a new window
Bedfordshire Police recognises the growing use of AI tools in preparing job applications. While these tools can support you in expressing your skills and experience more effectively, their use must align with the principles of honesty, integrity, originality, and personal accountability. We want to learn about you and your own personal experiences and how these make you suitable for the role, this will be assessed throughout the recruitment process including at interview, which AI cannot replace. Please click

HERE

to find out more about the acceptable and unacceptable uses of AI in our recruitment process.