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Contact Centre

Family Services (APVU) Contact Centre Agent 1 – 45981


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:

The Unit is now called Family Services.

The role requires cover for a late shift, staying until 18.15pm on average one week in four.

There is a possibility of permanency for suitable candidates on completion of the one year fixed term contract.    

Overview of the job

The Assisted Prison Visits Unit (APVU) runs four national services for HMPPS: the APVU Visit Booking Service (VBS), the Assisted Prison Visits Scheme (APVS), the Prisoner Location Service (PLS) and the HMPPS Victim Helpline (VHL). 

APVU is a Ministry of Justice recognised public contact centre. The post holder will work with the public, internal HMPPS customers and a wide range of Government departments and Voluntary and Charitable Sector organisations. 

The work at APVU makes a real difference to the prisoner and their family, contributing to the wellbeing and rehabilitation of the prisoner and supporting regimes in prisons across the United Kingdom. Work is also undertaken on behalf of victims of crime and harassment. 

The post holder works in a contact centre team, completing a range of key administrative duties. The job requires excellent customer service and IT skills, with the ability to deal with a high volume of work to the highest quality standards.

Reports to a Contact Centre Manager. 

This is a non-operational HQ role based at Five Ways House, Edgbaston, Birmingham, B15 1SD.


The Contact Centre Agent 1 (CCA1) has a primary role on one of four teams and is rostered to other duties as workflow and staffing requires. 

Working in a customer focused team, the post holder will deal with telephone calls, data entry work, information data retrieval and transactional duties on the four national services administered at APVU. 

All roles have minimum processing targets. The job is fully flexible and will cover the full range of duties at this band and assist with work at Band 3 when required. 

The roles offer a wide choice of duties that can be tailored to the individual’s personal skills. 

A semi flexible shift working system matches staffing to the live services administered at APVU.  A range of shift patterns are available.

Responsibilities, Activities and Duties

The job holder will be required to carry out the following responsibilities, activities and duties: 

  • Data entry of Assisted Prison Visits Scheme applications
  • Book prison visits by telephone and e-mail
  • Process Prisoner Location Service enquiries
  • Post, filing and payment dispatch duties
  • Answer customer telephone enquiries
  • Support other team members in maintaining continuity of service delivery 

This is not an exhaustive list and you may be required to undertake additional activities which are appropriate to the level of your Group Profile and temporary assistance at Band 3. 

The duties/responsibilities listed above describe the post as it is at present and is not intended to be exhaustive. The job holder is expected to accept reasonable alterations and additional tasks of a similar level that may be necessary. Significant adjustments may require re-examination under the Job Evaluation Scheme and shall be discussed in the first instance with the Job Holder. 


  • Changing & Improving
  • Delivering at Pace
  • Managing a Quality Service 

Technical Requirements

  • Customer Service training and training on the CNOMIS and APVS IT systems will be provided

Additional Information

Working Arrangements & Further Information

Some of MoJ’s, including HMPPS, 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.

Standard working hours for this post are 37 hours per week excluding breaks which are unpaid.

If you are a current NPS employee, this vacancy may be available on a Loan basis for up to 2 years. Applications are invited from suitable qualified staff.

The Loan/Secondment is subject to the approval of the selected candidate’s Business Unit, which should be obtained before confirmation of appointment.


Annual Leave

-The holiday year runs from 1 March. If you work a non standard work pattern your leave entitlement may be expressed in either hours or days as appropriate. Leave entitlement is calculated on a pro-rata basis and you will be advised of your actual entitlement on appointment. If you were appointed internally and your leave was previously calculated in days, this will continue to be the case.

Bank, Public and Privilege Holidays

You are entitled to 9 days (66 hours 36 minutes) in recognition of bank, public and privilege holidays. These hours are added to your annual leave allowance. There is a requirement to work some public and bank holidays subject to your shift pattern and the operational needs of the establishment


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

Work Life Balance

-HM Prison & Probation Service (HMPPS) is keen to encourage alternative working arrangements. Work life balance provides greater opportunities for staff to work more flexibly wherever managers and establishments can accommodate requests to do so. HMPPS offers flexible working subject to completion of a satisfactory probationary period and NVQ

Season Ticket Advance

-After two months’ service, you’ll be eligible to apply for a season ticket advance to purchase a quarterly or longer-period season ticket for travel between home and your place of work

Childcare Vouchers

For any moves across the Civil Service may have implications on your ability to carry on claiming childcare vouchers


-HMPPS is committed to staff development and offers a range of training and development opportunities, including areas such as Equality and Diversity, Dealing with Challenging Behaviour, Suicide Prevention and Anti Bullying Programmes

-There are opportunities to access promotion programmes and HMPPS provide a variety of training appropriate to individual posts

-All staff receive security and diversity training and an individual induction programme into their new roles


-All candidates are subject to security and identity checks prior to taking up post

-All external candidates are subject to 6 months probation. Internal candidates are subject to probation if they have not already served a probationary period within HMPPS

-All staff are required to declare whether they are a member of a group or organisation which HMPPS considers to be racist


  • 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

1- To Shared Service Connected Ltd (0845 241 5358 (Monday to Friday 8am – 6pm) or e mail;

2- To Ministry of Justice Resourcing (;

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

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.