Job Title: Customer Services Advisor
Salary Range: £30,333 - £32,613
Work Location: Near Fareham
Hours per week: 37 Monday – Friday with flexible office hours. The successful candidate is expected to be flexible within the Customer Service opening hours between 07:30-18:00 Mon- Fri.
Contract Type: Permanent
Closing date: Monday 5th October 2026 at 23:55 hours
We are looking for an enthusiastic and motivated individual to join us as a ACRO Customer Services Advisor, within a national policing unit.
More about the role
The successful applicant will be the first point of contact for all types of telephone calls and emails from the public and Police Forces requesting information on the services provided by ACRO. You will also be responsible for ensuring callers are given the correct advice and information, resolving application issues and re-directing the caller to other specialists within ACRO as necessary. You will be the public face of ACRO with an emphasis on maintaining a high standard of service.
Flexible working requests will be considered for this vacancy. Working hours can be discussed at interview.
If you would like to find out more information about the role, please see the role profile.
More about Us
ACRO Criminal Records Office supports UK and international law enforcement by processing criminal records for the purposes of public protection, safeguarding and worldwide community safety.
We are growing, now employing more than 300 people to support the fight against crime as a global leader in our field.
All ACRO staff are employees of Hampshire and Isle of Wight Constabulary and are provided with the same benefits of working within the public sector as other members of police staff.
Our culture and work environment aim to ensure that everyone feels included and valued. We invest in our people so that they can thrive, realise their potential and enjoy coming into work.
We are located in an attractive and modern business park close to the M27 between Portsmouth and Southampton.
Please visit our website for the full range of products and services we provide to UK police forces and international agencies.
What’s on offer?
As members of Hampshire and Isle of Wight Constabulary police staff you will have access to a wide benefits package*, including but not limited to:
- A hybrid working environment with flexible working hours (subject to the completion of mandatory training)
- Family friendly policies supporting those with caring responsibilities
- Generous annual leave entitlement starting at 24 days (pro-rata for part-time workers) in addition to public holidays, rising to 29 after five years’ service.
- Access to a wide range of learning and development opportunities
- Local Government Pension Scheme
- Retail, holiday and leisure discounts through Hampshire Police Leisure and Sports Club or Blue Light Card
- Excellent wellbeing support including onsite wellbeing rooms and access to Employee Assistance Programme
- Staff representation groups and inclusion network
Application and interview
If you’ve never completed a competency-based application or interview before, make sure you read each competency or value in detail, research the STAR (situation, task, action, result) format and use it when giving evidence.
The recruitment competencies identified on the role profile can be used interchangeably throughout the selection process. It is recommended you make a note of them when starting your application.
Please note you do not need to add a CV or covering letter, and these documents will not be reviewed when considering your application.
We would encourage you to visit our Join Us page, where you can find more information on the development and progression available, and view our candidate guidance.
Essential Qualifications
- Educated to QCF level 2 (5 Passes to include English & Maths) OR work experience deemed to have brought the role holder to a comparable level.
Essential Experience
- Proven experience of working in a professional environment, performing a range of clerical tasks, including word processing and maintaining and updating manual and computerised filing systems with speed and accuracy.
- Proven experience of customer contact, particularly on the telephone, including handling difficult callers and sensitive matters.
- Proven experience of working with minimal supervision.
Competencies and Values
When applying, you will have the opportunity to talk to us about your background and experience, especially when providing evidence against our competency and values framework (CVF).
The CVF provides clear expectations for everyone working in policing. It describes the behaviours required by you as a member of police staff to be effective in your role.
Please ensure you view the role profile to see which ones are relevant to the role, so you have a deeper understanding of the requirements for each CVF.
Contact details for an informal discussion
The ACRO People Services Team can be contacted by email at acropeopleservices@hampshire.police.uk or by phone on 02380 451651.
To discuss the role in confidence, or for guidance on the recruitment process, please contact Michelle Lys on michelle.lys@acro.police.uk
*note some benefits are subject to a minimum service requirement.
Please note that the email address you supply when submitting an application will be used for contact throughout the full lifecycle of that vacancy. You will not be able to amend your contact details. You should therefore ensure that you choose an appropriately accessible email address, being mindful that the process may take several months for some roles.
Hampshire and Isle of Wight Constabulary is an inclusive employer and strives to have a workforce representative of the communities we police and serve. We recognise that we are not fully representative and are working to address this imbalance through a variety of initiatives.
Hampshire & Isle of Wight Constabulary is an equal opportunities employer that positively promotes flexible working, enabling officers and staff to achieve a healthy work-life balance whilst meeting operational requirements of the constabulary. We actively encourage applications to be made on a full time, part time or flexible working basis.
The Equality Act 2010 allows us to promote equality within Hampshire and Isle of Wight Constabulary by adopting Positive Action to support people from under-represented groups. Our aim is to recruit talented people with a diverse range of skills and experience and welcome applications from all sections of the community. Our Positive Action team are available to provide support through the application and assessment process by contacting: positive.action@hampshire.pnn.police.uk
The Disability Confident campaign aims to remove barriers, increase understanding and ensure that people have opportunities to fulfil their potential and realise their aspirations. We will accommodate requests for reasonable adjustments where possible throughout our recruitment and promotions processes and encourage anyone requiring reasonable adjustments to disclose this at the earliest opportunity.
