Customer Service Advisor- Opg Helpline

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.

Responsibilities may include any of the following, but not limited to:

If successful, and after comprehensive training, you will:-

• 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.

Application process

This vacancy is being advertised using the Civil Service Success Profiles process, and will assess your strengths and experience.

After submitting your application, you will be invited to complete the Situational Judgement Test. The tests are administered online and accessed via the CS Jobs website. Guidance will be provided when you receive the invite to take the test.
Please complete the online test as soon as possible (within 24-48 hours is recommended).

Please provide a Personal Statement of 500 words capturing your suitability for the role based on the Essential and Desirable criteria as detailed below, providing specific examples that demonstrate your relevant skills and experience for each. It is unlikely you will be able to cover the information required in enough detail if your statement is less than 300 words.

Skills and Qualifications

Essential:

• 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.

Desirable:

• Experience of working in an operational delivery area or administration role.
• Experience of working in a compliance environment.

The key points to demonstrate within your application is how your experience meets the essential and desirable skills within the job description. We actively encourage you to sell yourself as an individual and the personal skills and experience that you could bring to the role.

Interview Process

If successful at sift, you will be invited to an interview which will follow the Civil Service Success Profiles process. This will consist of a blended assessment, and candidates should expect Experience and strength based questions.

• Access to learning and development
• A working environment that supports a range of flexible working options to enhance your work life balance
• A working culture which encourages inclusion and diversity
• A Civil Service pension with an average employer contribution of 27%
• Annual Leave
• Public Holidays
• Season Ticket Advance

For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page.

Job contact :

Name :
SSCL Recruitment Enquiries Team
Email :
Moj-recruitment-vetting-enquiries@gov.sscl.com
Telephone :
0845 241 5359

Recruitment team

Email :
Moj-recruitment-vetting-enquiries@gov.sscl.com