New year, new start: meet the branch’s new administrator

2 April 2026

It’s been a few months since Lucy Cooper joined North Wales Police Federation as its new administrator, and she is not looking to ease herself into the role.

Lucy officially started on Monday 5 January, marking what she describes as a ‘New Year, new start, new job, new me’ moment.

On top of supporting the Federation reps, organising training, and keeping on top of the paperwork, she has also been busying herself redesigning rooms, building furniture, and even perfecting her latte art.

“I’m absolutely loving it,” she said. “The work is really interesting, the systems are easy to use, and the team are just amazing.

 

New branch administrator Lucy Cooper

“We’re a small team of five, but everyone is so welcoming and supportive.”

Before joining the Federation, Lucy worked at a GP surgery in North Wales.

This came after working in the hospitality industry, including 10 years managing the reception and reservations at a hotel.

The customer service and people management experience she has built have naturally translated into her new role.

Pressured moments

“I’ve always worked with people,” she said. “I started working when I was 14 in my mum’s curtain shop, then I worked as a cleaner on weekends and school holidays, in restaurants, the hotel, and eventually at the surgery.

“Dealing with people has always been part of my working life.”

Now aged 34, Lucy said the skills she has built up are particularly valuable in a Federation environment, where members often make contact during difficult or highly pressured moments.

She said: “When our members come to us for support for something at work or in their personal life, being able to listen, reassure them, and make sure they’re passed to the right rep is really important. I feel like those customer service skills really matter here.”

Lucy’s move to North Wales Police Federation came at a time when she was ready for change.

After deciding it was time to leave her previous role, she applied for several jobs before spotting the branch administrator vacancy online.

That interview with assistant secretary Sam Roberts left a lasting impression.

“I was so nervous,” Lucy said. “But she was great, and I came away thinking it had gone really well.

Genuinely cares

“The communication afterwards was also brilliant. It made me feel that even if I didn’t get the job, this was an organisation that genuinely cared about people.”

Lucy got the job, and she said those first impressions have only been reinforced.

“It definitely feels like the right place for me,” she said.

Lucy’s work includes managing paperwork for reps, logging and forwarding member enquiries, and supporting with the smooth running of branch activity.

She said: “It’s making sure enquiries go to the right people quickly and efficiently.”

Branch chair Trystan Bevan has looked to transform the office into a more welcoming space for members who want support and for reps to carry out their work.

And Lucy has been at the centre of that change.

She said: “One of the conference rooms has been turned into a comfortable seating area.

Paperwork

“I’ve been decluttering old paperwork and redesigning another room upstairs so reps have a warm, friendly place to work.

“I became Bob the Builder one day and built two sofas and two tables.

“We want members and reps to feel like they can come here, have a coffee, get advice, work, or just take a breather if they need to.”

And yes, the redesign does include a new coffee machine.

Lucy said: “I make a very good latte now. I can add barista to my CV - it is going to be full of new skills from this job.”

Lucy said that a key priority is to help the branch expand its network of workplace reps. Currently, the branch has around eight rep vacancies to fill, and Lucy is keen to make the process as accessible and appealing as possible.

She explained: “We haven’t got all of our rep positions filled, so we’re trying to get more on board.

“If any members would like more information about being a rep, or if it’s something they’ve thought of but haven't committed to, we’d be happy to speak to them about what it involves.”

Another of Lucy’s roles is to help branch representatives gain access to training, such as their rep, PIP, and conduct courses.

She said: “I’m trying to make it easier for them to see what courses are available, when they are, and if they want me to book them on so it’s one less thing for them to have to worry about.

Advice

“Hopefully it helps reps feel supported and confident, and it means our members get the best possible advice and representation.”

She is also developing the idea of a rep starter pack, a clear, accessible set of information for anyone thinking about becoming a rep.

“If people have questions or just want to know what’s involved, we want to have that information ready for them,” she said. “Hopefully, it will encourage more people to come forward.”

Lucy said that one of the most enjoyable aspects of the role is how much she is learning.

“I didn’t really know much about policing or police regulations before this,” she said.

“It’s been really eye-opening to learn about the rules, the processes, and the realities of police work.”

That constant learning is something she values.

“I go home knowing something new every day,” she said. “No two days are the same, and that keeps it interesting.

“And it’s great to be part of the team.

“Everyone here plays a part in making sure members and reps get the most out of their Federation.”

READ MORE: In our new Federation magazine which is OUT NOW and available online.