85876 - Customer Service Advisor- OPG Helpline
| Posting date: | 02 April 2024 |
|---|---|
| Salary: | £22,940 per year |
| Hours: | Full time |
| Closing date: | 30 April 2024 |
| Location: | NG2 1AR |
| Company: | Ministry of Justice |
| Job type: | Permanent |
| Job reference: | 85876 |
Summary
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 (CoP).
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, health and wellbeing initiatives and diversity and inclusion promotion. We 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.
Our Nottingham office is located just south of the city with some limited onsite parking and bus stops outside the office. We are also within walking distance to tram lines that are direct routes to Nottingham Train Station.
The role of POAS Customer Service Advisor is based at OPG’s office in Nottingham but you may have the opportunity to travel to our office in Birmingham.
Job Description
• Are you passionate about supporting some of society’s most vulnerable citizens?
• Are you enthusiastic about working within a strong team, sharing your knowledge and expertise and learning from those around you?
This Customer Service Advisor role is based in operations at the OPG helpline, with the main duties answering incoming telephone calls, dealing with customer queries about OPG’s services and relating to the Mental Capacity Act 2005. This includes lasting powers of attorney and the supervision of court-appointed deputies. Advisors play an important role on the front line of OPG by advising and guiding our customers that are supporting vulnerable adults who have started to lose or have lost mental capacity. Therefore, it’s crucial that advisors can demonstrate empathy and understanding towards our customers and maintain professionalism in this role.
Customer Service Advisors receive regular management support, and all members of the team work together to achieve our targets. The work mainly involves communicating with our customers verbally by telephone, but also in writing, completing the related administrative work following each interaction with a customer. This includes updating our case management system, communicating and collaborating with colleagues across the business, among other tasks.
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 (CoP).
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, health and wellbeing initiatives and diversity and inclusion promotion. We 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.
Our Nottingham office is located just south of the city with some limited onsite parking and bus stops outside the office. We are also within walking distance to tram lines that are direct routes to Nottingham Train Station.
The role of POAS Customer Service Advisor is based at OPG’s office in Nottingham but you may have the opportunity to travel to our office in Birmingham.
Job Description
• Are you passionate about supporting some of society’s most vulnerable citizens?
• Are you enthusiastic about working within a strong team, sharing your knowledge and expertise and learning from those around you?
This Customer Service Advisor role is based in operations at the OPG helpline, with the main duties answering incoming telephone calls, dealing with customer queries about OPG’s services and relating to the Mental Capacity Act 2005. This includes lasting powers of attorney and the supervision of court-appointed deputies. Advisors play an important role on the front line of OPG by advising and guiding our customers that are supporting vulnerable adults who have started to lose or have lost mental capacity. Therefore, it’s crucial that advisors can demonstrate empathy and understanding towards our customers and maintain professionalism in this role.
Customer Service Advisors receive regular management support, and all members of the team work together to achieve our targets. The work mainly involves communicating with our customers verbally by telephone, but also in writing, completing the related administrative work following each interaction with a customer. This includes updating our case management system, communicating and collaborating with colleagues across the business, among other tasks.