22937 - Administration Officer
Overview
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, 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.
We are currently going through a period of organisational change, with an ambitious plan over the next few years to embed smarter working in our offices which may include home working in the future.
Our Birmingham office is located centrally within walking distance to Birmingham New Street and Snow Hill train stations as well as the Mailbox and Broad Street.
Job Description
The role advertised is for an administration officer based in Birmingham Power of Attorney Services. There are various roles available in different departments comprising of different functions. These roles range from casework, administration (filing, post opening etc), quality assurance and registering documents and the contact centre contingency team.
Successful applicants will be allocated to roles based on business needs at the time of recruitment. There may also be a requirement to work in different departments during the course of your employment, again dependent on business needs.
The successful candidates will be based in Birmingham but may have the opportunity to visit our office in Nottingham.
Responsibilities may include any of the following, but not limited to:
- Supporting and contributing 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.
- To act as a point of contact for the customer, dealing with telephone enquiries and correspondence in a professional and courteous manner.
- Providing high-quality customer service in line with Departmental behaviours, ensuring that all information for customers is accurate, timely, clear and easy to understand.
- Updating and monitoring local management information systems such as spreadsheets, databases, case management systems, outlook calendars etc.
- Recording and updating case file details accurately on to case management systems within required time limits.
- Making case decisions based on technical guidance and legal parameters, referring work as necessary to the relevant department.
- Checking documents prior to dispatch alerting others to any potential data breaches, taking corrective action as directed.
- Sorting and distributing post across the organisation.
- Scheduling payments from customers and reporting them accurately for cashiers.
- Supporting the maintenance of the physical filing system, creating files and linking correspondence to the correct files.
- Preparing documents for the scanning and data input teams, as well as participating in the scanning and data input of these documents.
- Supporting the Contact Centre contingency team, to support with telephone queries from customers during busy periods.
- You will be responsible for your own quality processing, to reduce re-work and to ensure a high level of customer service, regularly refreshing technical knowledge and taking on training where appropriate.
- Completing personal stats sheets and reporting anomalies.
- Working 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.
- You will participate in team meetings, developing working relationships across POAS and the wider organisation where needed.
- You will act as a role model for staff, demonstrating behaviours within the MOJ Leadership statement and the organisation’s values.
- You will be clear, honest and transparent in your communication, making decisions that involve the relevant people at the right time.
- Be flexible and a supportive team member with good time management skills in order to prioritise work.
- You’ll take responsibility for your own learning and development with the support and guidance of your line manager.
- You’ll develop a knowledge of HR policies which you will be expected to abide by.
- You’ll contribute to the development of smarter working across the department where required.
- You’ll take reasonable care for the health and safety of others and abide by relevant Health and Safety Procedures and policy.
- You may be asked to undertake ad hoc projects as agreed with the Operational Delivery Manager which are commensurate with the skill set of this post.
All non-civil servants will be subject to a 6 month probation period, which may be extended if required.
Skills & Qualifications
Essential:
- Experience of using Microsoft computer packages, i.e. Word, Excel, Outlook.
- Proficiency in written and oral communication as telephony work will be required.
- Experience dealing with customers.
Desirable:
- Experience of working in an operational delivery area or administration role.
- Experience of working in a compliance environment
You will be required to provide evidence of the following Competencies:
Changing and Improving
Review working practices and come up with ideas to improve the way things are done
Co-operate with and be open to the possibilities of change and consider ways to implement and adapt to change in own work role
Be constructive in raising issues with managers about implemented changes and the impact these are having on the service
Making Effective Decisions
Make and record effective decisions following the appropriate decision-making criteria, framework or guidance
Monitor and store critical data securely and accurately, confidentially and responsibly
Undertake appropriate analysis to support decisions or recommendations
Investigate and respond to gaps, errors and irregularities in information
Collaborating and Partnering
Proactively contribute to the work of the whole team
Get to know fellow team members/colleagues and understand their viewpoints and preferences
Seek help when needed in order to complete own work effectively
Be open to taking on different roles
Listen to the views of others and show sensitivity towards others
Managing a Quality Service
Communicate in a way that meets and anticipates the customer’s requirements and gives a favourable impression of the Civil Service
Actively seek information from customers to understand their needs and expectations and manage information appropriately
Gain the knowledge needed to follow the relevant legislation, policies, procedures and rules that apply to the job
Encourage customers to access relevant information or support that will help them understand and use services more effectively
Hours of Work
37 hours per week Monday to Friday (Part time staff will be considered)
Flexible working hours
The Ministry of Justice offers a flexible working system in many offices.
Other Information
This vacancy is open to employees who were appointed to the Civil Service on merit following a fair and open competition, or were appointed to a permanent Civil Service post in accordance with an exception certified by the Civil Service Commissioners.
Employees on Fixed Term contracts who were recruited through fair and open competition and who wish to apply for this internal vacancy should be aware that they must be employed by the Civil Service at the time of appointment to the post as well as the time of application.
Candidates who are currently not existing Civil Servants would normally be expected to start at the minimum of the pay range.
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
Generous allowances for paid holiday starting at 25 days per year, and rising as your service increases. 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 salary sacrifice arrangements for childcare vouchers, and voluntary benefits such as retail vouchers and discounts on a range of goods and services.
- 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.
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.
14/12/2018, 23:55 hours.
Closing Date: 14th December 2018 at 23:55 hours
If you require any assistance please call 0845 241 5359 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@sscl.gse.gov.uk Please quote the job reference.
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.
Candidate Information
You may be required to provide statements describing your skills and experience relevant to each of the selection criteria. We recommend that you structure any examples as Situation, Task, Action and Result. For more information about the recruitment process and answers to general queries, please click the below link which will direct you to our Candidate Information Page.
Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ
In the event of a large number of applications, we reserve the right to undertake the following processes:
- An automated online test where a benchmark must be passed to progress;
- A sift on the lead selection criteria. If this happens, the lead criteria will be the first one listed in the advert.
During the selection process, you may be asked to undertake an additional assessment (such as written test). If this is applicable you will be notified of this when you are invited to interview.
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
Interview stage assessments
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.
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.