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Operational Delivery

Duty Manager – 72118
£25,827 – £27,170


We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit:


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 the Office of the Public Guardian (OPG.)

OPG is a fantastic place to work offering a range of development opportunities.  The OPG has 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.

We have an ambitious plan for 2025, aiming to have a Digital Power of Attorney in place that meets our customers and stakeholders needs. We aim to have a multiskilled, flexible workforce, working within office/home-based locations to meet civil service environment.  

Job Description, Duties and Responsibilities 

The role advertised is for a Duty Manager within POAS. 

The successful candidates will be based in Nottingham but may on occasion be required to travel to our other site in Birmingham. 

The position ensures the smooth running of the contact centre and so carries many responsibilities and duties, including but not limited to:

The specific responsibilities of the Duty manager:

•    Managing Contact Centre mailbox.
•    Monitor and record daily call volumes. 
•    Answer Contact Centre agent’s live queries.
•    Experience using audio software for use in a Contact Centre.     
•    Create and deliver learning resources for use in the Contact Centre and other telephone-based teams.     
•    Project management. 
•    Create and deliver learning resources for use in the Contact Centre and other telephone-based teams.
•    Create and maintain user accounts.

Other responsibilities will include: 

•    Support and contribute to the performance of the POAS 40 Day AACT by ensuring your team’s targets are met.
•    Ensure your staff achieve Minimum Performance Expectations agreed in your area and a quality target of at least 95% of work is error free.
•    Work with other internal organisation departments to review processes, make recommendations for improvements to enhance customer experience and contribute to continuous improvement opportunities.
•    Organise, lead, and participate in team meetings, developing working relationships across your department, POAS, Operations directorate and the wider OPG. 
•    Act as a role model for staff, demonstrating behaviours within the Civil Service Values, MoJ Leadership Statement and OPG Values.
•    Contribute to, develop, and take an active role in the staff engagement plans in your area. 
•    Be clear, honest, and transparent in your communication and management, making decisions that involve the relevant people at the right time, involving frontline staff where able. 
•    Be responsible, open, comfortable with leading and engaging your team through periods of change by delivering difficult messages in a positive, visible, and approachable way.   
•    Develop your staff ensuring they receive the appropriate training and support for their job role. 
•    Take responsibility for your own learning and development with the support and guidance of your line manager.
•    Promote and implement diversity and equality of opportunity in all areas of work, supporting initiatives within the organisation.
•    Have a good knowledge of HR policies where you will identify poor performance, attendance, and conduct issues, taking action as appropriate in accordance with MoJ policy, whilst also recognising positive performance using reward and recognition schemes.
•    Contribute to the development of business transformation, finding ways to be efficient, flexible, and exploiting digital channels.
•    Take reasonable care for the health and safety of others and abide by relevant Health and Safety Procedures and policy.
•    May be asked to undertake ad-hoc projects as agreed with Unit and Delivery Managers which are in line with the skill set of this post.
•    Flexible approach to working hours to suit business needs.

Skills & Qualifications

Essential criteria 

•    Comprehend statistical data and make informed decisions. 
•    Able to multi-task, managing a varied workload, prioritising effectively, and reacting quickly and calmly to changing circumstances.
•    Data handling and Statistical analysis
•    Proactively and inclusively deliver under pressure and be willing and able to assist others where needed.
•    Experience troubleshooting live telephony software systems.
•    Communicate effectively, both orally and in writing, with a broad range of stakeholders.
•    Proficient use of Microsoft Office packages i.e., Word, Excel, Outlook, MS Teams, OneNote, Presentations and PowerPoint.

Desirable criteria

•    Experience of managing a team within a contact centre
•    Knowledge of Mental Capacity Act.
•    Experience of working in an Operational Delivery Environment
•    Demonstrate active and inclusive engagement to lead a team.

Application process

This recruitment will follow the Civil Service Success Profile process. Candidates will be expected to provide a Statement of Suitability of no more than 750 words in support of your application quoting specific examples matching the indicators in the Essential and Desirable Skills listed above.

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

Interview Process

If you are successful at sift, you will be invited to an interview which will follow the Success Profile process. At interview, candidates should expect experience-based questions, ability focused questions and questions relating to the following Civil Service behaviour below:

•    Working Together 

All interviews will be held remotely via MS teams. 

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. 


£25,827 - £27,170

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). 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 roles, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.

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.


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.


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


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


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.


  • 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 GOV.UK or Childcare Choices. You can determine your eligibility at
  • 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

The Civil Service embraces diversity and promotes equal opportunities. 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.

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 SSCL Recruitment Enquiries Team.

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: