ACRO Customer Services Advisor HC623199
| Posting date: | 09 February 2026 |
|---|---|
| Salary: | £30,333 to £32,613 per year |
| Hours: | Full time |
| Closing date: | 24 February 2026 |
| Location: | Near Fareham |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | ACRO |
| Job type: | Permanent |
| Job reference: |
Summary
Job Title: ACRO Customer Services Advisor
Salary Range: £30,333 - £32,613
Work Location: Near Fareham
Hours per week: 37 hours, 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: Tuesday 24th February 2026 at 23:59 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.
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.
Salary Range: £30,333 - £32,613
Work Location: Near Fareham
Hours per week: 37 hours, 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: Tuesday 24th February 2026 at 23:59 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.
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.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.