Bootle Job Summary We contribute to the Health and Safety Executive (HSE) strategy - Protecting people and places across England, Scotland and Wales. Our contribution is to protect people at work, members of the public, employees, employers and residents who are impacted by a work-activity and by ensuring risks are properly managed. The team is a front-facing, high volume, fast-paced, operational, front-line team. In 2023/24 the team received 52k new workplace Health and Safety Concerns (report a health and safety problem), and Advice requests. We are looking for motivated and dedicated customer focused individuals to join the team to play an important role in ensuring that HSE provides a professional response to Health and Safety Concerns, Advice requests and Building Safety Regulator enquiries within strict deadlines. Part time working hours are available for this role. We can accept part time applicants who can commit to working a minimum of 30 hours per week. The Customer Services Team opening hours are 08:20-17:00. Job Description You will be working within the Customer Service Teams Contact Centre, as a call handler. Your main responsibilities will be to: Answer monitored telephone calls in a professional manner, showing empathy and compassion and asking open questions to establish facts and resolve calls satisfactorily for customers when able to do so Direct customers to information on the HSE website Direct customers to the Contact us section on the HSE website, or when appropriate complete the required form on their behalf Direct customers to the appropriate Enforcing Authority if it is not a matter for HSE. You will be expected to develop a good understanding of the Enforcing Authority Regulations, training provided Monitor team inboxes taking the required action for each contact received Perform a range of Administration tasks, including creating companies and cases on internal systems, managing incoming post, scanning and redirecting letters Responsibilities You will be working within the Customer Service Teams Contact Centre, as a call handler. Your main responsibilities will be to: Answer monitored telephone calls in a professional manner, showing empathy and compassion and asking open questions to establish facts and resolve calls satisfactorily for customers when able to do so Direct customers to information on the HSE website Direct customers to the Contact us section on the HSE website, or when appropriate complete the required form on their behalf Direct customers to the appropriate Enforcing Authority if it is not a matter for HSE. You will be expected to develop a good understanding of the Enforcing Authority Regulations, training provided Monitor team inboxes taking the required action for each contact received Perform a range of Administration tasks, including creating companies and cases on internal systems, managing incoming post, scanning and redirecting letters Person specification We are looking for motivated and talented individuals with Customer Service / Contact Centre experience with the commitment to learn about new areas of work and responsibility, and to build on their existing skills in a customer focused environment Essential Skills And Criteria You will need to demonstrate skills and experience in the following areas Excellent written and verbal communication skills in order to convey information accurately Experience of working in a front-line Customer Service / Contact Centre role Proficient IT skills with a high-level attention to detail allowing for accurate and timely recording of information Excellent organisational and time management skills and ability to use own initiative Ability to seek out new and improved ways of working, make suggestions to colleagues and managers and always strive to do deliver to high standards Good analytical skills to digest and interpret information provided to you, ideally with experience of working both independently and as part of a team During onboarding/induction you will be required to attend the Bootle office. Following training you will be required to attend the office at least 2 days per week to attend team meetings and training. Behaviours We'll assess you against these behaviours during the selection process: Communicating and Influencing Delivering at Pace Working Together Alongside your salary of £28,499, Health and Safety Executive contributes £8,256 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. Learning and development tailored to your role An environment with flexible working options A culture encouraging inclusion and diversity We invest in our people with; Competitive rates of pay Access to the highly competitive Civil Service Pension Scheme to which HSE contribute 28.97%, far more than in the private sector. Family friendly policies and working hours to help balance your home life and career Carer friendly policies to help create a supportive working culture 25 days annual holiday increasing to 30 days after 5 years' service, plus bank holidays and 1-day Civil Service privilege leave Parental leave benefits As a member of HSE you will gain access to a wide range of fantastic benefits that you can take advantage of such as the Cycle to Work Scheme, E-Gift Cards and Vouchers via our partner EdenRed. Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience. Upon submitting your short application form, you will be invited to complete a Civil Service Customer Service Skills Test. Please complete the online tests as soon as possible, within 24-48 hours is recommended, to allow time to complete your full application. If you successfully pass the test, you will then be invited to complete the final stage of your application. You must complete the online tests and your full application form by Midday on 1/12/2025. If you fail to complete the online test and full application form before the deadline, your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website. Application Information As part of your application, you will be invited to complete an anonymised CV which should include your career history and experience Please ensure you tailor your CV to match the Essential Skills and Criteria as listed within the advert. You will also be asked to complete an anonymised Personal Statement, of no more than 500 words which demonstrates how you meet the Essential Skills and Criteria of the job advert. Application Guidance Please access the following link for guidance on how to apply and how to complete a Personal Statement https://www.civil-service-careers.gov.uk/how-to-apply/ Please access the following link for guidance and further information on the Civil Service Tests, including practice tests: Civil Service online tests - GOV.UK Sift Information The sift will take place from week commencing 1/12/2025 when you will be assessed on your CV and Personal Statement. Interview Information Interviews is expected to take place from week commencing 8/12/2025 when you will be assessed against the Behaviours detailed within the job advert. Please note the sift and interview dates could be subject to change due to panel availability. In the event of a high number of applications at sift, we will assess on the Personal Statement only. AI Tools & Platforms Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use. Sponsorship This role is not open to application from those who will require sponsorship under the points-based system. Should you apply for this role and require sponsorship your application will be rejected, and any provisional offers of employment will be withdrawn. Please note that a Reserve List will be held for the period of up to 12 months. There is no guarantee you will be offered a role from our reserve lists, so if you see a vacancy on Civil Service Jobs that you are interested in, we recommend you apply. HSE reserve the right to conduct additional checks, including Google and social media checks, when recruiting candidates into a role within HSE. These checks will be carried out in line with the Civil Service Commission Principles and, if used all candidates will be subject to these additional checks. From 23rd June 2025, if you are successful at interview, as part of your pre-employment checks, HSE’s Recruitment Team are required to check your details against the Internal Fraud Hub (IFH), using your personal details – name, NINO, and date of birth. If you are included on the database, you will be refused employment. If you believe that there has been an error in the inclusion of your data and wish to make an appeal, please contact the CO email box Details of the types of internal fraud/dishonesty covered by this process are defined by the Cabinet Office and can be found here Internal Fraud Register privacy notice - GOV.UK It is the candidate’s responsibility to ensure they are aware of the terms and conditions they will adopt should they be successful in their application. For a summary of HSE terms and conditions as part of Civil Service Reform, please see the attached HSE Terms and Conditions document. Progression through pay ranges is subject to annual pay awards as permitted within annual Civil Service pay remit guidance and negotiations with Trade Unions. HSE is proud to be a part of the Disability Confidence Scheme (DCS). As a Disability Confident employer, we positively welcome applications from disabled people. We are committed to making workplace adjustments to ensure anyone can participate in the recruitment and selection process. About If, during the application or interview process, you require any assistance due to a disability or a medical condition, please contact us at the email address below to discuss how we can support you. For example, if you have a disability, and you need an application form in an alternative format or you would like to know more about our recruitment process, please contact: If successful in securing your role, HSE can provide suitable workplace adjustments to support you throughout your career with HSE. Any move to HSE from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility here Please note, if you are a current civil servant and you are currently undergoing any of the following formal actions your application will not be progressed any further; Formal discipline action, any formal action regarding attendance, poor performance or any restriction of duties as a result of disciplinary action. Feedback will only be provided if you attend an interview or assessment. This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience. Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements 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) 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) Working for the Civil Service The Civil Service Code (opens in a new window) 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 (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. The Civil Service Code (opens in a new window) 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 (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and Inclusion 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 (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window). This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job Contact Name : Gill McCoy Email : gillian.mccoy@hse.gov.uk Recruitment team Email : hr.resourcing-team@hse.gov.uk Further information If you believe that Civil Service Commission principles of selection for appointment on merit on the basis of Fair and Open competition have not been met, you can raise a complaint by emailing: HR.Resourcing-Team@hse.gov.uk or by writing to HSE at the following address: HR Resourcing Team, 2.3 Redgrave Court, Merton Road, Bootle, Merseyside, L20 7HS. If you are not satisfied with the response you receive from the Department, you can contact Civil Service commissioners: https://civilservicecommission.independent.gov.uk/code/civilservicecodecomplaints/