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General Information

Salary
£24,202
Working Pattern
Full Time, Part Time, Part Time/Job Share, Flexible Working
Vacancy Approach
External
Location
Birmingham, Nottingham
Region
East Midlands, West Midlands
Closing Date
01-Aug-2025
Post Type
Permanent
Civil Service Grade
AO
Number of jobs available
8
Reserve List
12 Months
Job ID
7980

Descriptions & requirements

Job description

Role: Administrative Officer (Supervision Billing Team)

Business: Office of Public Guardian (OPG)

Location: Birmingham or Nottingham

Grade: AO

Salary:  £24,202 per annum

Contract Type: Permanent

Minimum Hours: 22.12 hours (see JD for further details)

Organisational Overview

The Office of the Public Guardian (OPG) protects people in England and Wales who may not have the mental capacity to make certain decisions for themselves, such as about their health and finance. We are an Executive Agency of the Ministry of Justice (MoJ), set up in 2007 following the introduction of the Mental Capacity Act of 2005.

OPG is responsible for registering lasting powers of attorney (LPA) and enduring powers of attorney (EPA) and supervising deputies who are appointed by the Court of Protection.

OPG is a fantastic place to work offering a range of development opportunities.  The OPG is a disability confident employer  and is committed to developing a supportive and inclusive environment that reflects the diverse community we serve.

OPG is currently delivering an ambitious transformation programme. This will change the way we provide services and help us meet the growing needs of our users, partners and our stakeholders. It will make sure our users experience a better level of support and will help us to respond to the changing needs of society. Transformation will ensure we can better support adults at risk and create high-quality services that are accessible and affordable.

Team Overview

The Supervision Billing Team is responsible for generating and issuing invoices to customers and associated debt chase activity. The role also involves managing fee-related queries, processing payments over the telephone, handling fee reduction applications and administering refunds. This role demands strong administrative skills, an excellent telephone manner, and a dedication to providing outstanding customer service and maintaining high-quality work in a fast-moving environment.

 

Duties and Responsibilities 

  • Managing and prioritising your workload, making the best use of available time and resources when dealing with customer enquiries received by telephone, email and postal correspondence.
  • Progressing, analysing and resolving customer account queries in writing and over the phone
  • Progressing, analysing and awarding applications for fee reductions
  • Progressing individual debt chase activity on cases to recover outstanding supervision fees owed to OPG.
  • Processing customer account transactions such as Credits, Write-offs, Refunds and Debit Memo’s to maintain customer records.
  • Processing customer Direct Debit mandates within agreed SLA’s ensuring advanced notices and Direct Debit queries are issued and resolved prior to collections.
  • Effectively chasing and monitoring terminated cases where proof of death or sufficient evidence is required to ensure the accurate billing and closure of client accounts.
  • Inputting information and updating our case management system accordingly.
  • Providing a telephony payment service to our customers.
  • Analysing data and information from deputies’ accounts to make informed decisions whether to escalate findings to a manager.
  • Attend and contribute to team meetings.
  • Regularly make and answer telephone calls with external customers whilst maintaining confidentiality.
  • Maintain quality of work to appropriate standard.
  • Work within the team to support and contribute to the aims, objectives and performance of the OPG.
  • Manage the safe and secure receipt of customer information in line with OPG policy.
  • Learn and apply Continuous Improvement (CI) techniques.
  • Review your performance with your line manager to assess your strengths and areas for development. Seek opportunities for developmental training or feedback and act upon it.
  • Communicate with your colleagues to ensure that work is managed well and to foster good working relationships within your team and wider Supervision teams.

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.

Occasional travel to other offices to attend team meetings or training.

In OPG’s Supervision Billing team we offer hybrid working. This is subject to business needs and satisfactory performance. All new starters are expected to work in the office for the six-month probation period and will be able to work from home once the line manager has signed this off.

During the first 3 weeks of technical training all new starters in the Supervision Billing team are required to attend the office full time (37 hours per week) irrespective of their contracted hours. Following those initial weeks, you are expected to continue your training and consolidation in the office, but any agreements for part time working can commence.

We require part time staff to commit to at least 22:12 working hours over 3 days per week as a minimum.

Skills & Qualifications

Essential Skills

  • Experience or knowledge of finance or debt recovery (Lead Criteria at Sift)

Desirable Skills

  • Ability to adapt to change

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 750 words in support of your application based on essential and desirable skills.

Please note: ‘Experience or knowledge of finance or debt recovery’, has been marked as a lead criterion at sift stage, and we reserve right to score this as a priority if the number of applications is high.

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
  • The following Behaviours at AO Grade:Making Effective Decisions (AO Grade)
  • Making Effective Decisions (AO Grade)
  • Managing a Quality Service (AO Grade)
  • An experience-based question (based around essential criteria)

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.

Additional Information

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). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.

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 role: all successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale.  This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) – See Map. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity). 

For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location’s respective pay scale (any legacy arrangements/locations will need to be amended).

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.

MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.

All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ 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 MoJ’s Flexible Working policy.

Benefits

The MoJ offers a range of benefits:

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.

Pension

The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.

Training

The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

Networks

The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.

Support

  • A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
  • Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
  • For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on www.GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.

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

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.

For more information on applying for a role as a candidate with a disability or long-term condition, please watch our animated videos.

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 TBS Recruitment Enquiries Team.

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.

A Great Place to Work for Veterans

The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces.
For further details about the initiative and eligibility requirements visit: https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans

Redeployment Interview Scheme

Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ is committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.

MoJ is able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidates will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.

Civil Service Nationality Rules

This job is broadly open to the following groups:

  • UK nationals
  • nationals of the Republic of Ireland
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) https://www.gov.uk/settled-status-eu-citizens-families
  • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
  • individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
  • Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window) https://www.gov.uk/government/publications/nationality-rules

Reserve list

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles.

Contact Information

MoJ:

If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Please quote the job reference 7980

HMPPS

If you require any assistance please call 0345 241 5358 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Please quote the job reference 7980

Application form stage assessments

Experience
We will assess your experience for this role via the following methods
Experience Questions, Statement of Suitability
Experience Questions Application Form Question Word Limit
250
Statement of Suitability
Guidance for the Statement of Suitability
Candidates will be expected to provide a Personal Statement of Suitability of no more than 750 words in support of your application based on essential and desirable skills.

Please note: ‘Experience or knowledge of finance or debt recovery’, has been marked as a lead criterion at sift stage, and we reserve right to score this as a priority if the number of applications is high
Evidence of Experience
Experience Questions, Statement of Suitability

Interview stage assessments

Interview Dates
Expected Beginning of September - Subject to change
Behaviours
Making Effective Decisions
Managing a Quality Service
Experience
Your Experience for this role will be assessed at interview. To learn more about Experience and how they are assessed please click here.
We will assess your experience for this role via the following methods
Experience Questions
Strengths
Strengths will be assessed but these are not shared in advance. To learn more about Strengths and how they are assessed please click here.
Use of Artificial Intelligence (Al)
You must ensure that any evidence submitted as part of your application, including your CV, statement of suitability and behaviour examples, are truthful and factually accurate. Please note that plagiarism can include presenting the ideas and experiences of others, or generated by artificial intelligence, as your own.
Level of security checks required
DBS Standard