Descriptions & requirements
Overview of the job
Family Services in HMPPS HQ administers a range of services for HMPPS, including the Family Services Visit Booking Service (VBS), the Help with Prison Visits service (HwPV), the Find a Prisoner service (FiAP) and the HMPPS Victim Helpline (VHL).
Work is also undertaken providing support for Digital Services on www.gov.uk and other areas of family services work. Family Services runs a HMPPS Public Contact Centre. The post holder will work with the public, internal HMPPS customers and a wide range of Government Departments and Voluntary and Charitable Sector organisations.
The work at Family Services makes a real difference to the prisoner, their family and Significant Others, contributing to the wellbeing and rehabilitation of the prisoner and supporting regimes in prisons across the United Kingdom. Work is also undertaken on behalf of victims.
The post holder manages a contact centre team, leading the team to achieve service delivery targets with a strong focus on excellence in customer service. Reports to the Family Services Head of Operational Delivery.
This is a non-operational HQ role based at Edward House, Edward Street, Birmingham, B1 2RA
Summary
All roles in the contact centre at Family Services are public facing, dealing with a wide range of internal and external stakeholders; supplying the highest quality of work and the best customer service.
The post holder manages a team of staff administering services at Family Services, ensuring the team achieve output targets, moving staff to cover live services as workflow requires. Leading by example in performance and customer service excellence, proactively validating the standard of service supplied to the customer.
The Contact Centre Manager has an interesting and varied range of duties in support of the services run by Family Services and works with the Head of Operational Delivery in system and process development.
Responsibilities, Activities and Duties
The job holder will be required to carry out the following responsibilities, activities and duties: The Contact Centre Manager manages one of four teams at Family Services and covers the full range of duties across the teams on a Duty Manager rota:
• Manages a team of up to 15 staff delivering the HwPV, VBS, FiAP and VHL services. Leading the team to ensure the highest standards of quality and customer service are achieved.
• Responsible for performance management, maintaining staff levels, service continuity and validating output quality from the team.
• Manages functional mailboxes used by the public, HMPPS and Other Government Departments.
• Deals with customer appeals, complaints, overpayments and completes witness statements.
• Manages and develops individual staff and the team to improve performance and build staff competency.
• Maintains a working knowledge of the Live Services.
• Assists the Head of Operational delivery in driving change and developing new systems and procedures; implementing and managing new ways of working.
• Sits on recruitment and promotion boards as required.
• Statistical analysis work on the Video Calls service.
• Enquiry resolution support for the Families Helpline run by PACT.
• Enquiry support for the Money to Prisoner service on www.gov.uk
The duties/responsibilities listed above describe the post as it is at present and is not intended to be exhaustive. The job holder is expected to accept reasonable alterations and additional tasks of a similar level that may be necessary. Significant adjustments may require re-examination under the Job Evaluation Scheme and shall be discussed in the first instance with the job holder.
Working Arrangements & Further Information
The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.
For nationally advertised roles, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.
Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.
Standard full time working hours are 37 hours per week excluding breaks which are unpaid. HMPPS welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the HMPPS’ Flexible Working policy.
If you are a current NPS employee, this vacancy may be available on a Loan basis for up to 2 years. Applications are invited from suitable qualified staff.
The Loan/Secondment is subject to the approval of the selected candidate's Business Unit, which should be obtained before confirmation of appointment.
Benefits
Annual Leave
-The holiday year runs from 1 March. If you work a non standard work pattern your leave entitlement may be expressed in either hours or days as appropriate. Leave entitlement is calculated on a pro-rata basis and you will be advised of your actual entitlement on appointment. If you were appointed internally and your leave was previously calculated in days, this will continue to be the case.
Bank, Public and Privilege Holidays
-You are entitled to 9 days (66 hours 36 minutes) in recognition of bank, public and privilege holidays.
Pension
-The Civil Service offers a choice of two pension schemes, giving you the flexibility to choose the pension that suits you best.
Work Life Balance
HM Prison & Probation Service (HMPPS) is keen to encourage alternative working arrangements. Work life balance provides greater opportunities for staff to work more flexibly wherever managers and establishments can accommodate requests to do so. HMPPS offers flexible working subject to completion of a satisfactory probationary period and NVQ
Season Ticket Advance
-After two months’ service, you’ll be eligible to apply for a season ticket advance to purchase a quarterly or longer-period season ticket for travel between home and your place of work
Childcare Vouchers
For any moves across the Civil Service may have implications on your ability to carry on claiming childcare vouchers
Training
HMPPS is committed to staff development and offers a range of training and development opportunities, including areas such as Equality and Diversity, Dealing with Challenging Behaviour, Suicide Prevention and Anti Bullying Programmes
-There are opportunities to access promotion programmes and HMPPS provides a variety of training appropriate to individual posts
-All staff receive security and diversity training and an individual induction programme into their new roles
Eligibility
-All candidates are subject to security and identity checks prior to taking up post
-All external candidates are subject to 6 months probation. Internal candidates are subject to probation if they have not already served a probationary period within HMPPS
-All staff are required to declare whether they are a member of a group or organisation which the HMPPS considers to be racist
Working for the Civil Service
The Civil Service Code sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order
- To Shared Service Connected Ltd (0845 241 5358 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@gov.sscl.com);
- To Ministry of Justice Resourcing team (resourcing-management-office@justice.gov.uk);
- To the Civil Service Commission (details available here)
As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.
You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the SSCL Recruitment Enquiries Team.
For more information on applying for a role as a candidate with a disability or long-term condition, please see our Disability Confident Scheme Frequently Asked Questions webpage.
Diversity & Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy.
Job Description Attachment
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Family-Services-Contact-Centre-Manager-JD B5.pdf (Job Description Attachment)