Customer Support Officer
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 simultaneous processes, 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
Undefined 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 undefined court documentation
Facilitating the return of seized vehicles and verifying insurance documentation
Handling property returns including firearms, knives, drugs, and valuables