86508 - Contact Centre Senior Advisor

NOTTINGHAM OPG NOTTINGHAM, NG2 1AR, OPG Victoria Square House, B2 4AJ
Grade
1
EO
EO
Post Type
1
Permanent
Working Pattern
1
Full Time, Part Time, Part Time/Job Share, Flexible Working
Role Type
1
Contact Centre, Operational Delivery
Location: Cross-Site (Based in OPG Offices in Victoria Square House, Birmingham or Embankment House, Nottingham, with occasional travel between offices.)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 Customer Service Centre 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. 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 ResponsibilitiesThe advertised role is for a Senior Contact Centre Advisor in our contact centre within POAS Customer Service Centre, based in Nottingham or Birmingham.Successful applicants will be allocated to roles at the time of recruitment. All staff from Administrative Officer (AA, Band F) to Higher Executive Officer (HEO, Band C) are mobile grades within the Civil Service and movement within POAS and OPG will be dependent on business needs.Successful candidates will be based in Nottingham or Birmingham but may, on occasion be required to travel between offices. You will: - You will work with your team to analyse call trends, themes and Management Information (MI) You will identify trends in errors, delays and duplication of effort across OPG, and improve customer service. You will lead on the development and implementation of additional learning and development across POAS Customer Service Centre (PCSC) and OPG. You will review, develop and improve local guidance and processes. Make suggestions for best practice in all areas of work covered by the team. You will be expected to take an active part in any other future project work as necessary. You will provide a referral point for more complex calls and escalations. You may occasionally oversee workflow into the Contact Centre Safeguarding Inbox, Voicemail inbox and Safeguarding Vulnerable Adults line to ensure all contact is responded to within agreed tolerances. You may occasionally carry out risk assessments, signposting and acceptance of cases for investigations, in accordance with the Mental Capacity Act 2005. You will collaborate with line managers to carry out quality control on calls and feedback the results to colleagues to enable improvements, including group training and development sessions. You will join meetings with teams from across OPG, and champion collaborative working within these teams. You will be a source of expert support, providing advice and mentoring when required. Any other ad-hoc responsibilities commensurate with the EO grade. Ability to comprehend and analyse statistical data (MI) and trends, to improve OPG processes to achieve optimum efficiencies.Effective communication skills, both written and verbal, dealing with both external and internal stakeholders, whilst maintaining a high level of attention to detail.Experience to demonstrate effective delivery of training and coaching.Ability to handle challenging calls and callers whilst maintaining the expected standards.Ability to interpret and apply guidance and regulations.Ability to be flexible and adapt to changing business needs and manage workload accordingly. Desirable Knowledge, Experience, and skills Ability to work with minimal supervision and as part of a small team. Knowledge of Continuous Improvement techniques. Knowledge of the Mental Capacity Act. Application processThis recruitment will follow the Civil Service Success Profile process. Candidates will be expected to provide a statement of suitability of no more than 750 words in support of your application with examples demonstrating essential and desirable skills as detailed above.Interview ProcessIf you are successful at sift, you will be invited to an interview which will use the Civil Service Success Profiles. At interview candidates should expect strength-based questions, experience questions based on the essential criteria and questions relating to the following Civil Service behaviours:Changing and Improving (Level 2)Developing Self and Others (Level 2)All interviews will be held remotely via MS Teams.Feedback will only be provided if you attend an interview. Reasonable Adjustments:At OPG we are committed to ensuring our workplace remains diverse and inclusive place to work. We want to help you demonstrate your full potential whatever type of assessment is used. If you require any reasonable adjustments for any aspect of the selection process, do not hesitate to get in contact with us.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. The job holder must be able to fulfil all spoken aspects of the role with confidence in English or (when specified in Wales) Welsh.
Additional Information
1
Working Arrangements & Further Information The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review. For nationally advertised roles, the successful candidate(s) will be appointed to a
MoJ
office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.
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.
MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer. All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.Flexible working hoursThe Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.BenefitsThe MoJ offers a range of benefits:Annual LeaveA nnual leave is 25 days on appointment and will increase to 30 days after five years’ service. 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.PensionThe Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.TrainingThe Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.NetworksThe 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.SupportA range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on GOV.UK
or Childcare Choices . You can determine your eligibility at  .Paid paternity, adoption and maternity leave.Free annual sight tests for employees who use computer screens.Working for the Civil ServiceThe 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 . Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following orderTo Shared Service Connected Ltd (0845 241 5358 (Monday to Friday 8am - 6pm) or e mail ##### );To Ministry of Justice Resourcing team (##### );To the Civil Service Commission (details available here )The Civil Service embraces diversity and promotes equal opportunities. As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.For more information on applying for a role as a candidate with a disability or long-term condition, please see our Disability Confident Scheme Frequently Asked Questions
webpage.You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the SSCL Recruitment Enquiries Team.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: .
Expected W/C 23 May 2024 (Subject to change)
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 GovernmentYou were studying abroadYou were living overseas with parentsIn 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.
Success Profiles
Success Profiles will enable a fairer and more inclusive method of recruitment by enabling us to assess the range of experiences, abilities, strengths, behaviours and technical/professional skills required for different roles. This flexible approach to recruitment focuses more on finding the right candidate for the specific role. To find out more about Success Profiles to support your application please click here for further guidance .
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 Experience
Statement of Suitability - 750 word limit Interview stage assessments There is 1 interview stage for this vacancy.
Behaviours
Changing and Improving
Developing Self and Others
Experience
Ability to comprehend and analyse statistical data (MI) and trends, to improve OPG processes to achieve optimum efficiencies
Effective communication skills, both written and verbal, dealing with both external and internal stakeholders, whilst maintaining a high level of attention to detail.
Strengths may also be assessed at interview but these are not shared in advance.
Any candidate who has been assessed as being appointable to the role they applied for may be offered a similar, lower grade role, if one is available. Furthermore, any candidate who has just missed meeting the criteria for a particular role, may be appointed to a similar role at a lower grade if such a role is available, and if they have been assessed as meeting the criteria for the lower grade role. These appointments will also be made in merit order. A Great Place to Work for VeteransThe "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 : Redeployment Interview SchemeCivil 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:
· 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) 
· 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
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