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Operational Delivery

Contact Centre Advisor – 44749
£18,884 - £20,420
Nottingham

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We welcome and encourage applications from everyone, including groups currently underrepresented in our workforce and pride ourselves as being an employer of choice. To find out more about how we champion diversity and inclusion in the workplace, visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity

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 (CoP).

Power of Attorney Services (POAS) processes incoming power of attorney applications on behalf of the Public Guardian, within agreed targets and performance indicators. POAS comes under the Operations directorate of OPG.

OPG is a fantastic place to work offering a range of development opportunities, health and wellbeing initiatives and diversity and inclusion promotion. We signed up to the ‘Time to Change’ pledge which supports mental health in the workplace, as well as recently receiving a health and wellbeing charter accreditation as we are committed to developing a supportive and inclusive environment that reflects the diverse community we serve.

OPG is currently going through an extensive period of organisational change. This will be delivered by our transformation programme – “OPG 2025”. The ambitious plan is about changing the way we provide services. It will 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. Overall, it will help us to respond to the changing needs of society. This is so we can better support adults at risk and create high-quality services that are accessible and affordable.

OPG is aiming to have a Digital Power of Attorney in place that meets our customer and stakeholder needs. We aim to have a multiskilled, flexible workforce, working within office/home-based locations.

Our Nottingham office is located just south of the city with the possibility of onsite parking and bus stops outside the office. We are also within walking distance to tram lines that are direct routes to Nottingham Train Station.

The role of POAS Customer Service Advisor is based at OPG’s office in Nottingham but you may have the opportunity for occasional travel to our office in Birmingham is a requirement of the .

The successful candidates will be based in Nottingham but may occassionally have the opportunity to visit our office in Birmingham. 

Job Description

This Customer Service Advisor role is Contact Centre based, with the main duties of answering incoming telephone calls and dealing with customer queries relating to the Mental Capacity Act 2005 and about OPG’s services. This includes powers of attorney and the supervision of court-appointed deputies. Advisors also play an important role by coaching and guiding our customers that are supporting vulnerable adults who have started to lose or have lost mental capacity. Therefore, it’s important that Advisors have the ability to show empathy and understanding towards our customers. 

Customer Service Advisors receive regular management support, and all members of the team work together to achieve our targets. The work mainly involves communicating with our customers verbally by telephone, but also in writing, and completing the related administrative work following each interaction with a customer. This includes updating our case management system, communicating and collaborating with colleagues across the business, among other tasks.

Responsibilities may include any of the following, but not limited to:

If successful, and after comprehensive training, you will:-

•    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.

•    Make and answer telephone calls with internal and external customers in a contact centre environment, escalating customer queries and requests to other teams where appropriate. Act as a point of contact for the customer, dealing with telephone enquiries and correspondence in a professional and courteous manner.

•    Provide high-quality customer service in line with Departmental behaviours, ensuring that all information for 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.

•    Respond to written correspondence received via post or email.

•    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.

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

•    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.

Skills and Qualifications

Essential:

•    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 Teams

•    Proficiency in written and verbal communication.

•    Ability to make informed decisions based on evidence.

Desirable:

•    Experience dealing with customers.

•    Experience of working in an operational delivery area or administration role.

•    Experience of working in a compliance environment.

Application process

This vacancy is being advertised using the Civil Service Success Profiles process, and will assess your Behaviours, Strengths and Experience. 

Please provide a Personal Statement of no more than 500 words capturing your suitability for the role based on the Job Description, Essential and Desirable criteria as outlined above and in the accompanying Candidate Information Pack.

This will be sifted on your specific examples of relevant skills and experience and what you feel you would gain in your personal development from the role. 

The key point to emphasise in your application is what you feel you would bring to the role that offers unique value. We actively encourage you to sell yourself as an individual and the personal strengths and experience that you could bring to the role.

Interview Process

If successful at sift, you will be invited to an interview which will follow the Civil Service Success Profiles process. This will consist of a blended assessment, and candidates should expect 4 Strength-based questions and questions relating to the following Civil Service Behaviours: Managing a Quality Service – Level 1 and Delivering at pace – Level 1, along and Experience questions related to your Customer Service and IT skills.

Feedback will only be provided if you attend an interview.

Salary, Working Arrangements and Benefits

The starting salary for this role is £18,885pa

Existing Civil Servants will be appointed in line with the Civil Service pay rules in place on the date of their appointment.

Annual Leave

Generous allowances for paid holiday starting at 25 days per year, and rising as your service increases to 30 days after 5 years. There is also a scheme to allow qualifying staff to buy or sell up to 3 days annual leave each year. Additional paid time off for 8 public holidays and 1 privilege day per year. Leave for part-time and job share posts will be calculated on a pro-rata basis. Requests for part-time contracts will be considered in line with business needs. 

Pension

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

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.

Training

OPG is committed to staff development and offers an extensive range of training and development opportunities:

2-year Apprenticeships (up to 50 hours study per year on full salary) leading to industry-recognised qualifications. Up to 50 paid Learning Hours per year.

Mentoring. Secondments.

Flexible benefits

•    Reward & Recognition scheme.

•    Salary sacrifice arrangements for childcare vouchers.

•    Travel permits, bicycles and voluntary benefits such as retail vouchers and discounts on a range of goods and services.

•    Cycle to Work Scheme hire a bike and safety equipment, tax-free, if you use it to get to and from work.

•    Salary advance for annual travelcards.

•    Free flu jab and annual sight tests.

•    Free access to an Employee Assistance Programme which provides legal advice, counselling, mediation services etc.

Benefits to enhance ‘work/life balance’

•    Standard 37 hour working week, 9:00 am to 5:00 pm each day, Monday to Friday.

•    Weekday working only (no mandatory weekend shifts).

•    Requests for part-time contracts will be considered subject to business needs. All recruits are required to attend their induction and initial training period in full (9:00am to 5:00pm each day) for the first 8 weeks.

•    OPG encourages smarter and remote working for some roles.

•    Generous paid paternity, adoption, maternity and sickness leave.

•    Up to 5 days paid Special Leave per year for voluntary service.

•    Job-share scheme.

•    Career Break or Sabbatical leave of up to 5 years.

•    Onsite kitchen facilities.

•    Bike storage facilities.

•    6 months probation period for all new entrants.

Please note due to current restrictions the current working arrangements for contact centre staff is working from home (Home WiFi needed but necessary I.T. hardware provided). The initial 2 weeks training will be office based at our Embankment House office. We expect this arrangement to gradually change to be a mix of office based and working from home as restrictions are eased but this is dependent on Government guidelines and advice. 

Additional Information

Working Arrangements & Further Information

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.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices.

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.

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 any moves across the Civil Service may have implications on your ability to carry on claiming childcare vouchers
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.

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.

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

1-    To Shared Service Connected Ltd (0845 241 5358 (Monday to Friday 8am – 6pm) or e mail Moj-recruitment-vetting-enquiries@gov.sscl.com);

2-    To Ministry of Justice Resourcing (resourcing-services@justice.gov.uk);

3-    To the Civil Service Commission (details available here)

The Civil Service embraces diversity and promotes equality of opportunity.

There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

Grading Structure Review

The Ministry of Justice is currently undergoing a review of posts which are currently graded at Band A to realign our grading structure with the majority of the wider Civil Service.

Posts advertised at Band A may be graded at either Grade 6 or Grade 7 once the review has taken place.