86508 - Contact Centre Senior Advisor
| Posting date: | 22 April 2024 |
|---|---|
| Salary: | £27,223 to £28,613 per year |
| Hours: | Full time |
| Closing date: | 08 May 2024 |
| Location: | Nottingham, Nottinghamshire |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Ministry of Justice |
| Job type: | Permanent |
| Job reference: | 86508 |
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.
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 Responsibilities
The 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.
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 Responsibilities
The 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.