23520 - APVU Contact Centre Agent 1

£16,005 - £16,805
12 Months
West Midlands
Band 2
Fixed Term
Up to 1 year
Full Time, Part Time, Part Time/Job Share, Flexible Working, Other
Contact Centre

The sift of applications will look at the lead competency - Managing a Quality Service, the interview will test all competencies. These roles are fixed term 12 month contracts (with a view to permanency).

Overview of the job

The Assisted Prison Visits Unit (APVU) runs national services for Her Majesty’s Prison and Probation Service: the APVU Visit Booking Service (VBS), the Assisted Prison Visits Scheme (APVS), the Prisoner Location Service (PLS) and the NOMS Victim Helpline (VHL). APVU also provides Digital Assistance to members of the public using HMCTS and HMPPS services on the WWW.GOV.UK site.  

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 Edward House, Quay Place, Birmingham, B1 2RA.


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:

  • Uploading of Assisted Prison Visits Scheme applications
  • Book prison visits by telephone, IT portal and e-mail
  • Process Prisoner Location Service enquiries
  • Post, filing and payment dispatch duties
  • Answer customer telephone enquiries
  • Digital service support to members of the public
  • 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
  • Showing Drive and Resilience

Essential Skills/Qualifications/Accreditation/Registration

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

The jobholder must be able to fulfil all spoken aspects of the role with confidence in English or (when specified in Wales) Welsh.

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

HMPPS offers a childcare vouchers scheme. The scheme enables staff to take part of their salary in the form of Childcare Vouchers. This is known as a Salary Sacrifice. The vouchers can then be used to help meet the costs of any form of registered or approved childcare for children aged 0-16. The vouchers are exempt from tax and National Insurance contributions


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 provides 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 the HMPPS considers to be racist

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.

See HMPPS competency framework to learn more about the competencies we are looking for.


And you can download positive Competency writing samples for Band 2 and Band 3 applications.


Expected 7/8 February 2019

16/01/2019, 23:55 hours.

Closing Date: 16th January 2019 at 23:55 hours

If you require any assistance please call 0845 241 5358 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@sscl.gse.gov.uk. Please quote the job reference.

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.

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@sscl.gse.gov.uk) in the first instance
Changing and Improving
Delivering at Pace
Managing a Quality Service
Showing Drive and Resilience

Effectiveness in this area is about being consistently motivated, committed and able to perform duties in all situations. People who are effective maintain a personal conviction when faced with resistance. Those who work in establishment must retain a professional approach when confronted by aggression and strong emotion from prisoners. At senior levels, it is about remaining focussed on achieving objectives in the face of resistance, organisational constraints or unforeseen problems.

This Vacancy is closed to applications.