22948 - Customer Service Advisor/ Administration Officer

£18,514 - £20,020
24
12 Months
East Midlands
Nottingham
OPG NOTTINGHAM, NG1 6AZ
AO
E
Permanent
Full Time, Part Time, Part Time/Job Share, Flexible Working
Operational Delivery

The successful candidates will be based in Nottingham but may have the opportunity to visit our office in Birmingham.

Overview

The Office of the Public Guardian protects people in England and Wales who may not have the mental capacity to make certain decisions for themselves regarding their health of finances.

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 Nottingham office is located just south of the city with the possibility of onsite parking and Bus Stops outside the office. We are also within walking distance to Tram lines that are direct routes to Nottingham Train station.

Job Description

This role is Contact Centre based, with the main duties of Customer Service Advisors answering customer queries relating to the Mental Capacity Act 2005 and about OPG’s services. This includes powers of attorney and the supervision of court appointed deputies. Advisors also play an important role by coaching and guiding our customers that are supporting vulnerable adults who have started to lose or have lost mental capacity. Therefore, it’s important that Advisors have the ability to show empathy and understanding towards our customers.

Customer Service Advisors receive regular management support, and all members of the team work together to achieve our targets. The work mainly involves communicating with our customers verbally by telephone but also in writing, and completing the related administrative work following each interaction with a customer. This includes updating our case management system, communicating and collaborating with colleagues across the business, among other tasks.

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.
  • Promote a culture of excellent service delivery and continuous improvement. Comprehensive training is provided.
  • Answering customer queries by telephone in a contact centre environment
  • Inputting and updating data on our IT systems
  • Making and answering telephone calls with internal and external customers
  • Responding to written correspondence received via post or email.
  • Attending and contributing to team meetings
  • Collating, analysing and formatting data and information
  • 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.
  • 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.

The post holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post. There may also be a requirement to work in different departments during the course of your employment, dependent on business needs.

Skills & Qualifications

• Experience in using MS word/excel and Outlook.
• Good written & oral communication skills
• Ability to make informed decisions based on evidence.
• Good telephone manner (ability to converse politely and articulately with customers on the telephone is an essential skill of the post)

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

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

Leading and Communicating

  • Put forward their own views in a clear and constructive manner, choosing an appropriate communication method. Eg email/telephone/face to face
  • Act in a fair and respectful way when dealing with others
  • Write clearly in plain simple language and check work for spelling and grammar learning from previous inaccuracies.
  • Ask open questions to appreciate others points of view

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)

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 on 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.

To be confirmed

17/12/2018, 23:55 hours.

Closing Date: 17th 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.

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.

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@gov.sscl.com) in the first instance
Changing and Improving
Collaborating and Partnering
Leading and Communicating
Managing a Quality Service

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

There is 1 interview stage for this vacancy.

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.