72366 - Contact Centre Unit Manager

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 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 –

• You will lead a team of Senior Contact Centre Advisors.
• You will support and contribute 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.
• You will be responsible for ensuring all correspondence in the Contact Centre Safeguarding Inbox and calls into the Safeguarding (SVA) line are dealt with within agreed tolerances and escalated as appropriate.
• You will be responsible for overseeing the production and sharing of a monthly analysis of call trends, themes and Management Information (MI).
• You will oversee the identification of areas for improvement to the customer experience and lead on necessary corrective action, including group training and development sessions, taking an active role in promoting consistency.
• You will organise and participate in team meetings, developing close working relationships across POAS and the wider organisation.
• You will oversee the capturing of key customer insight across the Contact Centre to help inform plans for continuous improvement.
• 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 and management, making decisions that involve the relevant people at the right time, involving frontline staff in decision making where able.
• You will be responsible for, and be open and comfortable with, leading and engaging your team through periods of change. You will deliver change and communication through being a positive, visible, approachable leader, inspiring trust by tackling difficult issues, obtaining feedback and creating a culture of innovation.
• You will proactively develop and manage talent by promoting a learning environment to maximise team and individual performance and development e.g., taking responsibility in supporting staff through the appropriate training.
• You’ll take responsibility for your own learning and development with the support and guidance of your line manager.
• You will positively promote and implement diversity and equality of opportunity in all areas of work supporting initiatives within the organisation.
• You’ll have a strong knowledge of HR policy where you will identify poor performance, attendance and conduct issues adopting a coaching style, for resolution, taking action as appropriate in accordance with MOJ policy, whilst also recognising positive performance through the use of reward and recognition schemes.
• You’ll contribute to the development of smarter working across the department, reviewing more efficient, flexible and convenient ways of working, exploiting digital channels where possible.
• 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.
  
  

Skills & Qualifications

Essential:

• Knowledge of the Mental Capacity Act and its application in a safeguarding environment.
• Ability to work with a variety of internal and external customers from all levels.
• Excellent interpersonal, verbal and written communication skills.
• Leadership qualities and have an interest in developing yourself and those you manage, as well as being committed to improving team processes.
• Must have experience working in a contact centre environment.
• Ability to handle challenging calls and callers whilst maintaining the expected standards.

Desirable:

• Confidently and efficiently relay to the customer their knowledge of Section 11 and chapter 7 section 7.70, 7.29 of the MCA.
• Knowledge of the Care act of 2014 especially Section 42.
• Knowledge of the 10 types of abuse and neglect that is reportable to local authorities.
• Experience of working in an operational area.

Application process

This vacancy is being advertised using Success Profiles. Candidates will be expected to provide a CV (2 pages of A4 maximum) plus a supporting personal statement of no more than 1000 words capturing their suitability for the role based on the job description, essential and desirable criteria.

Candidates who are successful at sift will be invited to attend an interview, this will take place remotely via MS Teams. At interview, candidates should expect strengths-based questions as well as questions relating to the following Civil Service Success Profiles Behaviours –

• Making Effective Decisions
• Leadership
• Communicating and Influencing
• Working Together

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