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. OPG is a fantastic place to work offering a range of development opportunities. The OPG is a disability confident employer and is committed to developing a supportive and inclusive environment that reflects the diverse community we serve. OPG is currently delivering an ambitious transformation programme. This will change the way we provide services and help us meet the growing needs of our users, partners and our stakeholders. Transformation will ensure we can better support adults at risk and create high-quality services that are accessible and affordable.
Responsibilities
* Answer inbound telephone calls from external customers in a contact centre environment, providing appropriate responses to customer queries and escalating requests to other teams where appropriate. You will act as point of contact for the customer, dealing with enquiries in a professional and courteous manner.
* Provide high-quality customer service in line with Departmental behaviours, ensuring that all information provided to customers is accurate, timely, clear and easy to understand.
* Be clear, honest and transparent in your communication, making decisions that involve the relevant people at the right time.
* Act as a role model for staff, demonstrating behaviours within the MoJ Leadership statement and OPG's Values (Purpose, Openness, Humanity, Together).
* 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.
* Collate, analyse and format data and information. Input and update data on our IT systems.
* Work 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.
* Promote a culture of excellent service delivery and continuous improvement, contributing to the development of smarter working across the department where required.
* Attend, participate and contribute to team meetings, developing working relationships across POAS and the wider organisation where needed.
* Be a flexible and supportive team member with good time management skills in order to prioritise work.
* Take responsibility for your own learning and development with the support and guidance of your line manager.
* Develop a knowledge of HR policies which you will be expected to abide by.
* Take reasonable care for the health and safety of others and abide by relevant Health and Safety Procedures and policy.
* You will be 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.
* Agreed Expectations: For this position, the initial 6 weeks training will be entirely based at our Embankment House office. Following this, successful candidates will enter a further 2-month period of work-based training. This will also require a significant amount of time being spent in-office. Following the completion of this training, the current plan for Contact Centre employees is for them to work in-office for a minimum of 2 days a week. However, this may be subject to change depending on Government guidelines.
* Interview Process: If 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 questions on: Strengths relevant to the role; Your Experience of telephony-based customer service role and suitability for the role. All interviews will be held remotely via MS Teams. Feedback will only be provided if you attend an interview.
* 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. 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. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.
Additional Information
For nationally advertised role: all successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation), a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) - See Map. For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location's respective pay scale. Some of MoJ's terms and conditions of service are changing as part of Civil Service reform. 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 hours etc. The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy.
Essential Skills
* You will be working in an inbound call centre so experience of speaking to customers over the phone in a customer service role is essential
* Experience of using Microsoft computer packages, i.e. Word, Excel, Outlook and MS Teams
* Proficiency in written and verbal communication.
* Ability to make informed decisions based on evidence.
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.
The MoJ offers a range of benefits: Annual Leave 25 days on appointment rising to 30; flexible benefits; training; networks; etc. See original for details.
Support: A range of 'Family Friendly' policies; access to flexible benefits; childcare support information; paid paternity/adoption/maternity leave; free annual sight tests.
Working for the Civil Service: Civil Service Code; merit-based recruitment; complaint channels; Disability Confident employer.
Security and Compliance: Level of security checks required DBS Standard
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