About The Role

Role: OPCC Customer Service Support Officer REF 361879
Contract: 2 months
Location: Office based - Exeter
Inside IR35: Inside
Rate to intermediary: £15.74 per hour – Umbrella

Spinwell is recruiting for a OPCC Customer Service Support Officer for an excellent opportunity within the public sector.


To be the first point of contact for all communication methods into the OPCC including telephone, letter, email and social media contacts, providing an efficient, professional and timely response to requests for service from the public.

• Providing information, advice, guidance and resolution to queries from members of the public and other agencies

• Effectively managing OPCC phonelines, monitoring social media chat, and providing a reception service for the

• Carry out accurate dynamic risk assessments for every contact received and escalating or referring to management, 999/101, Victim Support, CrimeStoppers or other agencies as required

• Undertaking initial assessment of correspondence, identifying the level of response or action to be taken. 

• Drafting responses to correspondence in line with agreed lines to take, policy position statements and FAQs.

• Liaising with key points of contact in the Police Force to support enquiries in cases brought to the attention of the PCC.

• Dealing appropriately with callers who may be emotional, distressed or vulnerable.

• Accurately record all correspondence on appropriate systems, and monitoring requirements for follow up activity.

• Managing, sharing, and viewing of business and/or sensitive data in accordance with Data Protection Act 2018 and General Data

• Undertaking analysis to support monitoring and performance management of correspondence and customer service.

Support customer engagement by organising and attending public engagement events, supporting the promotion of engagement activities and undertaking additional engagement duties as required.  This role will be working in a high profile and busy political office. The postholder will be required to develop a good understanding of local and national policing policy.

To support the office’s customer engagement and communications commitments this role may include some evening and weekend working.



  • Hold a Records Management qualification or be able to work towards achievement within a defined period of time (agreed with line manager).
  • Knowledge of Management of Police Information (MoPI)
  • Knowledge of the Data Protection Act and GDPR
  • Proven ability to undertake effective research and analysis
  • Strong decision-making and problem-solving skills
  • Attention to detail with a methodical approach
  • Ability to manage tasks effectively, by prioritising and delegating, working to deadlines
  • Experience in using MS Office
  • Experience of working within Information Management or working in a similar environment.

If you are a OPCC Customer Service Support Officer apply now or send your CV to Spinwell!

We welcome all applications regardless of background, in line with our commitment to diversity, equality and inclusion.
Applying to this or any other vacancy advertised by Spinwell Ltd constitutes an agreement for Spinwell Ltd to hold your details for 24 months for the purpose of assessing suitability for the advertised position and to make you aware of any other positions deemed suitable of which they will make you aware by means of either email, text or phone. In line with GDPR regulations you are able to request your details be removed from the company data at any time by emailing us

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