72289 - Senior Contact Centre Advisor

£25,827 - £27,170
5
12 Months
East Midlands
Nottingham
NOTTINGHAM OPG NOTTINGHAM, NG2 1AR
EO
EO
Permanent
Full Time, Part Time, Part Time/Job Share, Flexible Working
Contact Centre

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: 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.

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.

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 to meet civil service environment. 

Job Description, Duties and Responsibilities

The advertised role is for a Senior Contact Centre Advisor in our contact centre within POAS, based in Nottingham.

Successful applicants will be allocated to roles at the time of recruitment. All staff from Administrative Officer (AA, Band F) to Higher Executive Officer (HEO, Band C) are mobile grades within the Civil Service and movement within POAS and OPG will be dependent on business needs.

Successful candidates will be based in Nottingham but may, on occasion, be required to travel to our other site in Birmingham. You will: - 

  • You will provide a referral point for more complex calls and escalations and you will take personal ownership of all contact, ensuring successful resolution. 
  • You will oversee workflow into the Contact Centre Safeguarding Inbox, Voicemail inbox and SVA line to ensure all contact is responded to within agreed tolerances. 
  • You will collaborate effectively with both internal and external stakeholders to ensure appropriate measures are put in place to safeguard vulnerable customers. 
  • You will carry out risk assessments, signposting and acceptance of cases for investigations in accordance with the Mental Capacity Act 2005. 
  • You will communicate clearly and effectively using questioning and active listening to fully understand and provide a ‘right first time’ resolution to customer queries / calls. 
  • You will lead on the development and implementation of appropriate safeguarding learning and development across Nottingham POAS, ensuring that appropriate training is in place for each role type and that there is an effective assurance process in place 
  • You will collaborate with line managers to carry out quality control on calls and feedback the results to colleagues to enable improvements. 
  • You will identify areas for improvement to the customer experience and set up necessary corrective action, including group training and development sessions, taking an active role in promoting consistency. 
  • You will review, develop and improve local guidance and processes. Make suggestions for best practice in all areas of work covered by the team. 
  • You will identify trends in errors, delays and duplication of effort and work to reduce the number of calls from providers through education. 
  • You will lead on focussed data-capture initiatives to shape process improvements and better the customer experience. 
  • You will work with your team to produce a monthly analysis of call trends, themes and Management Information (MI) to be shared with the wider business. 
  • You will take a leading role in meetings and champion collaborative working with a variety of teams. 
  • You will triage possible fraudulently created LPAs and escalating these cases to the appropriate team. 
  • You will raise concerns with local authorities providing accurate information to enable them to take necessary action. 
  • You will be available to staff as a source of expert support, providing advice and mentoring when required.
  • Any other ad-hoc responsibilities commensurate with the EO grade. 

Essential Skills & Experience 

  • Must have experience working in a contact centre environment. 
  • Ability to handle challenging calls and callers whilst maintaining the expected standards. 
  • Effective communication skills, both written and verbal, dealing with both external and internal stakeholders 
  • Excellent customer service skills including handling complex situations and dealing with uncertainty. 
  • Ability to interpret and apply guidance and regulations. 

Desirable Knowledge, Experience, and skills  

  • Ability to work with minimal supervision and as part of a team. 
  • Knowledge of Continuous Improvement techniques. 
  • Knowledge of the Mental Capacity Act. 

Application Process

Applicants will be asked to provide a 750-word personal statement demonstrating the essential and desirable criteria detailed above. When completing your personal statement, please read and understand the Essential and Desirable Skills and Experience thoroughly (found in the section above), as this is what your written evidence will be assessed against.

Candidates who meet the minimum pass mark at sift will be invited to attend a virtual interview (held via MS Teams).

Immediately following your interview invite, you will receive an email containing a case study scenario. Please read through this scenario carefully as at interview you will be asked questions relating to it.

You will also be asked strength-based questions at interview, alongside questions relating to the following Success Profiles behaviours –

  • Managing a Quality Service (Level 2)
  • Making Effective Decisions (Level 2) 

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.  

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.

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 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

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: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.

Expected Late April (subject to change)

27/03/2023, 23:55 hours.

If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@gov.sscl.com Please quote the job reference - 72289.
Please note the successful applicant will need to undertake a Disclosure and Barring Security Check for this post.

To apply for roles in MOJ you will need to confirm your employment history for at least 3 years prior to the date of application so that pre-employment checks (BPSS) can be undertaken. If you have spent significant time abroad (a total of 6 months in the past 3 years) you would be required to give a reasonable account of the reasons why. 

For some roles you will be required to successfully complete National Security Vetting at Counter Terrorism (CTC), Security Clearance (SC) or Developed Vetting (DV) level as a condition of appointment. To meet CTC/SC/DV requirements you will normally need to have been resident in the UK for at least 3/5/10 years prior to the date of application (The level of checks that are required are stated in the advert).

If you do not meet the above requirements, you may still be considered if, for example:

  • You've been serving overseas with HM Forces or in some other official capacity as a representative of HM Government
  • You were studying abroad
  • You were living overseas with parents

In such cases you will need to be able to provide referee cover for the period(s) of residence overseas. The duration of overseas residence and the country of abode will also be taken into account.

Success Profiles will enable a fairer and more inclusive method of recruitment by enabling us to assess the range of experiences, abilities, strengths, behaviours and technical/professional skills required for different roles. This flexible approach to recruitment focuses more on finding the right candidate for the specific role. To find out more about Success Profiles to support your application please click here for further guidance.

if you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance

We have provided detail of the assessment stages and areas being assessed to help you prepare for completing your application form, and to advise of what will be assessed following this, if you successfully pass the application stage.


Application form stage assessments

Experience
Statement of Suitability - 750 word limit

Interview stage assessments

There is 1 interview stage for this vacancy.
Behaviours
Managing a Quality Service
Making Effective Decisions
Experience
The candidate will be asked questions relating to the case study sent across to them following their invite to interview
Strengths may also be assessed at interview but these are not shared in advance.

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 are committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.

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

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment.

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

This Vacancy is closed to applications.