Role: OPG Helpline Advisor-Inbound Contact Centre 

Business: Office of Public Guardian (OPG)

Location: Nottingham

Grade: AO

Salary: £25,582

Contract Type: Permanent

Minimum Hours: Full & Part-Time working available - Minimum 25 hours.

Organisational Overview

The Office of the Public Guardian (OPG) helps to protect and support individuals in England and Wales who may lack the mental capacity to make decisions about areas such as their health or financial affairs. Established in 2007 as an Executive Agency of the Ministry of Justice (MoJ), OPG was created following the implementation of the Mental Capacity Act 2005.

Our responsibilities include registering Lasting Powers of Attorney (LPA) and Enduring Powers of Attorney (EPA), as well as overseeing deputies appointed by the Court of Protection.

OPG is a supportive and rewarding place to work, offering a wide range of opportunities for learning and development. As a Disability Confident employer, we are committed to fostering an inclusive workplace that reflects the diverse communities we serve.

We are currently undertaking an ambitious transformation programme aimed at improving how we deliver our services. This work will enable us to meet growing demand, offer an enhanced experience for the people who rely on us, and adapt to changes in society. Through this transformation, we aim to strengthen our support for adults at risk and ensure our services are high quality, accessible, and cost‑effective.

Team Overview

As a Contact Centre Advisor, you’ll act as the first point of contact on our helpline, supporting callers who need guidance with applying for or using a Lasting Power of Attorney (LPA). You’ll also assist with queries about registering and using an Enduring Power of Attorney (EPA). Your role is to provide impartial, general advice listening carefully, understanding each caller’s situation, and giving clear, accurate information to help them navigate the registration process and use powers of attorney confidently. This is strictly an inbound support role and does not involve any sales or outbound calling.

Duties and Responsibilities

• Respond to inbound calls, offering clear and accurate guidance on OPG services.

• Provide excellent customer service with empathy and professionalism.

• Escalate complex queries to specialist teams when needed.

• Keep accurate records and update information on our systems.

• Work collaboratively with colleagues to improve processes and enhance the customer experience.

• Take ownership of your learning and development, supported by your manager.

Agreed Expectations

The successful candidate will be expected to work from their base location on a weekly basis in line with current Civil Service requirements, outside of any reasonable adjustments.

You’ll receive 6 weeks of comprehensive training at our Nottingham office, followed by a further 2-month period of work-based training. After this, you’ll work in-office at least 2 days per week (subject to government guidance).

Why Join Us?

• Make a real difference by helping people during important life decisions.

• Be part of a supportive, inclusive team.

• Access development opportunities and flexible working options.

Skills & Qualifications

Essential:

• Experience in a customer service environment, either telephony‑based or face‑to‑face. (Lead)

• Strong communication skills both verbal and written.

• Ability to make informed decisions based on evidence.

• Competence with Microsoft Office tools (Word, Excel, Outlook, Teams).

Desirable:

• Experience in administration or operational delivery.

• Familiarity with compliance environments.

Application process

• This recruitment will follow the Civil Service Success Profile process. Candidates will be expected to provide a Personal Statement of Suitability of no more than 500 words in support of your application based on essential and desirable skills. The lead criteria will be: Experience in a customer service environment, either telephony‑based or face‑to‑face.

Interview Process

If you are successful at sift, you will be invited to an interview which will use the Civil Service Success Profiles. At interview, candidates should expect questions on:

• Strengths relevant to the role

• Your Experience of telephony based customer service role and suitability for the role

All interviews will be held remotely via MS Teams.

Feedback will only be provided if you attend an interview.

Reasonable Adjustments

At OPG we consider all applications on the basis of merit and want you to feel able to demonstrate your full potential whatever type of assessment is used. If you require any reasonable adjustments for any aspect of the selection process, do not hesitate to get in contact with us.

As a Disability Confident organisation, we will offer a guaranteed interview to candidates with a disability who meet the essential criteria for this role. If you are applying for a role within OPG and would like to be considered under the Disability Confident Scheme, please indicate this in your application and let us know of any reasonable adjustments you may require during the selection process.

For further information on benefits of working for OPG, such as our Flexible Working Policy and a FAQ, please check the candidate information pack attached to this advert.

If your application for this role is unsuccessful, we may offer you an alternative role at the same or lower grade should one be available.