7980 - Administrative Officer - Supervision Billing Team
| Posting date: | 18 July 2025 |
|---|---|
| Salary: | £24,202 per year |
| Hours: | Full time |
| Closing date: | 01 August 2025 |
| Location: | NG1 6AZ |
| Remote working: | Hybrid - work remotely up to 3 days per week |
| Company: | Ministry of Justice |
| Job type: | Permanent |
| Job reference: | 7980 |
Summary
Role: Administrative Officer (Supervision Billing Team)
Business: Office of Public Guardian (OPG)
Location: Birmingham or Nottingham
Grade: AO
Salary: £24,202 per annum
Contract Type: Permanent
Minimum Hours: 22.12 hours (see JD for further details)
Organisational 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. It will make sure our users experience a better level of support and will help us to respond to the changing needs of society. Transformation will ensure we can better support adults at risk and create high-quality services that are accessible and affordable.
Team Overview
The Supervision Billing Team is responsible for generating and issuing invoices to customers and associated debt chase activity. The role also involves managing fee-related queries, processing payments over the telephone, handling fee reduction applications and administering refunds. This role demands strong administrative skills, an excellent telephone manner, and a dedication to providing outstanding customer service and maintaining high-quality work in a fast-moving environment.
Duties and Responsibilities
Managing and prioritising your workload, making the best use of available time and resources when dealing with customer enquiries received by telephone, email and postal correspondence.
Progressing, analysing and resolving customer account queries in writing and over the phone
Progressing, analysing and awarding applications for fee reductions
Progressing individual debt chase activity on cases to recover outstanding supervision fees owed to OPG.
Processing customer account transactions such as Credits, Write-offs, Refunds and Debit Memo’s to maintain customer records.
Processing customer Direct Debit mandates within agreed SLA’s ensuring advanced notices and Direct Debit queries are issued and resolved prior to collections.
Effectively chasing and monitoring terminated cases where proof of death or sufficient evidence is required to ensure the accurate billing and closure of client accounts.
Inputting information and updating our case management system accordingly.
Providing a telephony payment service to our customers.
Analysing data and information from deputies’ accounts to make informed decisions whether to escalate findings to a manager.
Attend and contribute to team meetings.
Regularly make and answer telephone calls with external customers whilst maintaining confidentiality.
Maintain quality of work to appropriate standard.
Work within the team to support and contribute to the aims, objectives and performance of the OPG.
Manage the safe and secure receipt of customer information in line with OPG policy.
Learn and apply Continuous Improvement (CI) techniques.
Review your performance with your line manager to assess your strengths and areas for development. Seek opportunities for developmental training or feedback and act upon it.
Communicate with your colleagues to ensure that work is managed well and to foster good working relationships within your team and wider Supervision teams.
Agreed Expectations
The successful candidate will be expected to work from their base location on a weekly basis in line with current Civil Service requirements, outside of any reasonable adjustments.
Occasional travel to other offices to attend team meetings or training.
In OPG’s Supervision Billing team we offer hybrid working. This is subject to business needs and satisfactory performance. All new starters are expected to work in the office for the six-month probation period and will be able to work from home once the line manager has signed this off.
During the first 3 weeks of technical training all new starters in the Supervision Billing team are required to attend the office full time (37 hours per week) irrespective of their contracted hours. Following those initial weeks, you are expected to continue your training and consolidation in the office, but any agreements for part time working can commence.
We require part time staff to commit to at least 22:12 working hours over 3 days per week as a minimum.
Skills & Qualifications
Essential Skills
Experience or knowledge of finance or debt recovery (Lead Criteria at Sift)
Desirable Skills
Ability to adapt to change
Application process
Please note: ‘Experience or knowledge of finance or debt recovery’, has been marked as a lead criterion at sift stage, and we reserve right to score this as a priority if the number of applications is high.
Business: Office of Public Guardian (OPG)
Location: Birmingham or Nottingham
Grade: AO
Salary: £24,202 per annum
Contract Type: Permanent
Minimum Hours: 22.12 hours (see JD for further details)
Organisational 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. It will make sure our users experience a better level of support and will help us to respond to the changing needs of society. Transformation will ensure we can better support adults at risk and create high-quality services that are accessible and affordable.
Team Overview
The Supervision Billing Team is responsible for generating and issuing invoices to customers and associated debt chase activity. The role also involves managing fee-related queries, processing payments over the telephone, handling fee reduction applications and administering refunds. This role demands strong administrative skills, an excellent telephone manner, and a dedication to providing outstanding customer service and maintaining high-quality work in a fast-moving environment.
Duties and Responsibilities
Managing and prioritising your workload, making the best use of available time and resources when dealing with customer enquiries received by telephone, email and postal correspondence.
Progressing, analysing and resolving customer account queries in writing and over the phone
Progressing, analysing and awarding applications for fee reductions
Progressing individual debt chase activity on cases to recover outstanding supervision fees owed to OPG.
Processing customer account transactions such as Credits, Write-offs, Refunds and Debit Memo’s to maintain customer records.
Processing customer Direct Debit mandates within agreed SLA’s ensuring advanced notices and Direct Debit queries are issued and resolved prior to collections.
Effectively chasing and monitoring terminated cases where proof of death or sufficient evidence is required to ensure the accurate billing and closure of client accounts.
Inputting information and updating our case management system accordingly.
Providing a telephony payment service to our customers.
Analysing data and information from deputies’ accounts to make informed decisions whether to escalate findings to a manager.
Attend and contribute to team meetings.
Regularly make and answer telephone calls with external customers whilst maintaining confidentiality.
Maintain quality of work to appropriate standard.
Work within the team to support and contribute to the aims, objectives and performance of the OPG.
Manage the safe and secure receipt of customer information in line with OPG policy.
Learn and apply Continuous Improvement (CI) techniques.
Review your performance with your line manager to assess your strengths and areas for development. Seek opportunities for developmental training or feedback and act upon it.
Communicate with your colleagues to ensure that work is managed well and to foster good working relationships within your team and wider Supervision teams.
Agreed Expectations
The successful candidate will be expected to work from their base location on a weekly basis in line with current Civil Service requirements, outside of any reasonable adjustments.
Occasional travel to other offices to attend team meetings or training.
In OPG’s Supervision Billing team we offer hybrid working. This is subject to business needs and satisfactory performance. All new starters are expected to work in the office for the six-month probation period and will be able to work from home once the line manager has signed this off.
During the first 3 weeks of technical training all new starters in the Supervision Billing team are required to attend the office full time (37 hours per week) irrespective of their contracted hours. Following those initial weeks, you are expected to continue your training and consolidation in the office, but any agreements for part time working can commence.
We require part time staff to commit to at least 22:12 working hours over 3 days per week as a minimum.
Skills & Qualifications
Essential Skills
Experience or knowledge of finance or debt recovery (Lead Criteria at Sift)
Desirable Skills
Ability to adapt to change
Application process
Please note: ‘Experience or knowledge of finance or debt recovery’, has been marked as a lead criterion at sift stage, and we reserve right to score this as a priority if the number of applications is high.