HQ Job Description (JD)
Band 5
Directorate: Rehabilitation and Care Services Group,
Central Operational Services
Job Description - Family Services Contact Centre
Manager
Document Ref.
HQ-JES-1454 Family Services Contact Centre Manager v3.0
Document Type
Management
Version
3.0
Classification
Official
Date of Issue
17 January 2022
Status
Baselined
Produced by
Job Evaluation Assurance and Support Team
Authorised by
Reward Team
JD Evidence
HQ-JES-1454 Family Services Contact Centre Manager v3.0
Job Description
Job Title
Family Services Contact Centre Manager
Directorate
Rehabilitation and Care Services Group, Central Operational Services
Band
5
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,
The job holder will be required to carry out the following responsibilities, activities
Activities and Duties
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.
HQ-JES-1454 Family Services Contact Centre Manager v3.0
• 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.
Behaviours
• Managing a Quality Service
• Leadership
• Making Effective Decisions
• Delivering at Pace
• Changing and Improving
Strengths
It is advised strengths are chosen locally, recommended 4-8.
Ability
• Knowledge and use of the Microsoft suite of packages particularly Word and
Excel. Training will be provided for other IT systems.
Experience
• Experienced in people and service management, customer service and change
management.
Technical
Minimum Eligibility
Please do not alter this box
• 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 HMPPS consider to be racist.
Hours of Work
Leave Blank
(Unsocial Hours)
Allowances
To be used by the JES Team only
HQ-JES-1454 Family Services Contact Centre Manager v3.0
Success Profile
Strengths
Behaviours
It is advised strengths
Ability
Experience
Technical
are chosen locally,
recommended 4-8
Managing a Quality Service
Knowledge and use of the
Experienced in people and service
Microsoft suite of packages
management, customer service
particularly Word and Excel.
and change management.
Training will be provided for
other IT systems.
Leadership
Making Effective Decisions
Delivering at Pace
Changing and Improving
HQ-JES-1454 Family Services Contact Centre Manager v3.0