8101 - Customer Service Manager / Workflow Manager
Overview
This vacancy is available to all Civil Service employees and employees of accredited NDPBs who were appointed on merit following a fair and open competition, or were appointed to a permanent post in accordance with an exception certified by the Civil Service Commissioners.
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. We’re an Executive Agency sponsored by the Ministry of Justice (MoJ) and we’re responsible for:
- Taking action where there are concerns about an attorney or deputy
- Registering lasting powers of attorney (LPA) and enduring powers of attorney (EPA), so that people can choose who they want to make decisions for them
- Supervising deputies appointed by the Court of Protection, and making sure they carry out their work in line with the Mental Capacity Act
- Maintaining the public register of deputies and people who have been given lasting and enduring powers of attorney
- Looking into reports of abuse against registered attorneys or deputies
The OPG has a number of Band D vacancies and we are seeking to recruit to a variety of new and existing roles in our Operational Delivery team based in Nottingham.
The areas within the team include our Customer Contact Centre, LPA Casework and Operational Support. Successful applicants will be placed in one of these areas of the team depending on the business need following completion of our vetting procedure.
Excellent management skills, a commitment to delivering a high quality service to our customers, the ability to work in a fast paced team and the drive to maintain a supportive working environment for all staff are qualities required for these roles.
The word limit for each competency is 250 words. If the applicant’s response exceeds this limit then any excess wording will not be considered.
If there are a large amount of applicants, the applications will be sifted on the lead competency “Making Effective Decisions”.
Job Description
Duties and Responsibilities
Band D staff will need to display a commitment to managing and improving performance, continuous improvement and leading change. All those appointed to these roles in OPG must be wholeheartedly committed to these principles and evidence this in their application.
Strong leadership is a critical element of this role, as is the ability to prioritise and manage a workload, analyse complex information, present recommendations and make effective decisions. As a Band D within OPG the jobholder must provide clear direction and focus, visibly championing the changes which deliver greater efficiencies to provide the best service to our customers. The Senior Leadership Team expects all leaders within OPG to operate in a culture of openness and honesty, demonstrating a commitment to change through involvement and empowerment, and by delivering results whilst maintaining a high level of customer service. Line management of Band E staff is a requirement in all roles.
Line managers will be responsible for embedding the Civil Service Leadership statement, and for leading and supporting their own team and the wider team in a constructive manner by celebrating successes and identifying areas of improvement. Line managers will also be responsible for taking ownership and addressing issues of concern such as performance, attendance management and misconduct in a proactive, sensitive and timely manner following MoJ HR policies and procedure.
Responsibilities will include the following:
- Lead and manage a team of staff, ensuring that its members are organised, and fully skilled to meet their work objectives
- Effectively manage both team and individuals to ensure performance and quality targets are met, addressing any issues as they arise, in line with HR policy
- Managing a workload, distributing work to team members, inputting and updating data on our IT system, and attending and contributing to team meetings
- Gathering, analysing and formatting data and information
- Making and answering telephone calls with internal and external customers, and responding to correspondence received by post and/or email
- Assist in the delivery of performance against targets and contribute to the business plan, with particular focus on the team's area of work
- Work flexibly within the team to support and contribute to the aims, objectives and performance of all OPG teams
- Monitor key performance areas, analysing performance trends and making recommendations for improvement
- Ensure staff adhere to all rotas
- Ensure Governance and Assurance around the safe and secure handling of customers’ cases
- Management of processes, people, information, property and assets in line with the relevant policies
- Use Team Information Boards (TIBs) and other continuous improvement tools where appropriate
- Act in line with OPG policies and lead others to do the same
- Drive continuous improvement across OPG and help support wider projects, assisting business areas in planning, monitoring and initiating new changes, ensuring alignment to the OPG strategy and ensuring relevant documentation is created and maintained
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
Skills & Qualifications
Essential
- Strong written and oral communication skills
- IT skills including proficiency in MS Word, Excel and Outlook
- Ability to make effective decisions and to work with minimal supervision
- Commitment to give a high quality performance in all aspects of the job in order to deliver high value for our customers
Highly Desirable
- Able to demonstrate having successfully delivered in a Continuous Improvement environment
Competencies
You will be required to provide evidence of meeting the following competencies when you apply:
Making Effective Decisions
- Demonstrate accountability and make unbiased decisions.
- Speak with the relevant people in order to obtain the most accurate information and get advice when unsure of how to proceed.
- Explain clearly, verbally and in writing, how a decision has been reached.
- Provide advice and feedback to support others to make accurate decisions.
Changing and Improving
- Consider and suggest ideas for improvements, sharing this feedback with others in a constructive manner.
- Conduct regular reviews of what and who is required to make a project/activity successful and make on-going improvements.
- Help colleagues, customers and corporate partners to understand changes and why they have been introduced.
Leading and Communicating
- Display enthusiasm around goals and activities – adopting a positive approach when interacting with others.
- Express ideas effectively, both orally and in writing, and with sensitivity and respect for others.
- Confidently handle challenging conversations or interviews.
Managing a Quality Service
- Work with teams to set priorities, create plans and manage all work to meet needs of the customer and business
- Promote adherence to relevant policies, procedures, regulations and legislation including equality & diversity and health & safety
- Keep internal teams, customers, and delivery partners fully informed of plans and possibilities.
Delivering at Pace
- Take ownership of problems in their own area of responsibility.
- Remain positive and focused on achieving outcomes despite setbacks.
- Check own and team performance against outcomes, make improvement suggestions or take corrective action when problems are identified.
Salary, 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.
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.
Eligibility
Staff on fixed term appointments must have been recruited through fair and open competition.
24/04/2017, 23:55 hours.
Closing Date: 24th April 2017 at 23:55 hours
If you require any assistance please call 0845 010 3512 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment@noms.gsi.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.