Role: Contact Centre Advisor - OPG Helpline

Business: Office of Public Guardian (OPG)

Location: Nottingham

Grade: AO

Salary: £25,582

Contract Type: Fixed Term Contract 24 Months

Minimum Hours: Full and part time working available

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.

Duties and Responsibilities

• Answer inbound telephone calls from external customers in a contact centre environment, providing appropriate responses to customer queries and escalating requests to other teams where appropriate. You will act as point of contact for the customer, dealing with enquiries in a professional and courteous manner.

• Provide high-quality customer service in line with Departmental behaviours, ensuring that all information provided to customers is accurate, timely, clear and easy to understand.

• Be clear, honest and transparent in your communication, making decisions that involve the relevant people at the right time.

• Act as a role model for staff, demonstrating behaviours within the MoJ Leadership statement and OPG’s Values (Purpose, Openness, Humanity, Together).

• Support and contribute to the aims, objectives and performance of the Power of Attorney Services department to ensure delivery targets, as set out in the Business Plan, are met.

• Collate, analyse and format data and information. Input and update data on our IT systems.

• Work in accordance with standard operating procedures, providing constructive feedback where improvements and efficiencies can be made, with the customer experience at the heart of everything we do.

• Promote a culture of excellent service delivery and continuous improvement, contributing to the development of smarter working across the department where required.

• Attend, participate and contribute to team meetings, developing working relationships across POAS and the wider organisation where needed.

• Be a flexible and supportive team member with good time management skills in order to prioritise work.

• Take responsibility for your own learning and development with the support and guidance of your line manager.

• Develop a knowledge of HR policies which you will be expected to abide by.

• Take reasonable care for the health and safety of others and abide by relevant Health and Safety Procedures and policy.

You will be required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post. There may also be a requirement to work in different departments during the course of your employment, dependent on business needs.

Agreed Expectations

For this position, the initial 6 weeks training will be entirely based at our Embankment House office. Following this, successful candidates will enter a further 2-month period of work-based training. This will also require a significant amount of time being spent in-office.

Following the completion of this training, the current plan for Contact Centre employees is for them to work in-office for a minimum of 2 days a week. However, this may be subject to change depending on Government guidelines.

Skills & Qualifications

Essential Skills

• You will be working in an inbound call centre so experience of speaking to customers over the phone in a customer service role is essential

• Experience of using Microsoft computer packages, i.e. Word, Excel, Outlook and MS Teams

• Proficiency in written and verbal communication.

• Ability to make informed decisions based on evidence.

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 skills

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.