Customer Service Concerns/Advice Handling Officer (Band 5/Eo)

The Civil Service embraces equality, diversity, and inclusion. At HSE, your personal qualities are as important as your professional experience. We welcome applications from all backgrounds and all walks of life.

Our approach is to recruit “on merit on the basis of fair and open competition”, in line with the Civil Service Commission’s Recruitment Principles. As such, our thorough selection process ensures that you and every other candidate receive equal and fair treatment.

We contribute to the Health and Safety Executive (HSE) strategy - Protecting people and places. Our contribution is to protect people at work and or who are impacted by a work-activity by ensuring risks are properly managed.

Part time working hours are available for this role. We can accept part time applicants who can commit to working a minimum of 30hrs per week.

The Customer Service Team is a front-facing, high volume, fast-paced, operational, front-line team. In 2022/23 the team received 40k new workplace health and safety concerns (report a health and safety problem), and Advice Requests. In our efforts to continuously improve, we seek to adopt the digital approach as opportunities arise.

We are looking for motivated and dedicated customer focused people to join the team to play an important role in ensuring that HSE / BSR provides a professional response to Health and Safety Concerns, RIDDOR reports and Advice requests, within strict deadlines.

Working in The Customer Service Team, your role will be to assess / Triage RIDDOR’s and health and safety concerns, contact businesses and customers, to ensure cases are resolved in line with expectations and service levels.

You will be responsible for processing your assigned work, and making an assessment on the most appropriate regulatory response. You will work collaboratively with internal and external customers to obtain accurate and relevant information. You will ensure that responses are professional, accurate and timely.

Key Responsibilities

• Make decisions on whether the matter falls within HSE's enforcement remit.
• Triage cases, obtaining additional information where necessary, processing in an efficient and effective manner, to obtain timely resolution.
• Risk assess matters within HSE/Building Safety Regulator enforcement to establish which cases require following up and whether this can be handled by The Customer Service Team or needs referring to HSE Inspectors, across all our divisions.
• Clearly set out, explain and justify any decisions you make.
• Effectively engage and communicate with internal and external customers to achieve efficient, effective and proportionate resolutions, whilst maintaining high levels of Customer Service;
• Contribute effectively to the successful delivery of our team and organisational objectives;
• Provide Technical Support for other Operational front-line work
• Work with others in The Customer Service Team to create a culture of collaborative working and continuous improvement;
• Keep accurate records, and update HSE's case management systems.

Please note that one of these roles is a 12 month fixed term appointment, after which there may be an option to extend the role or make the role permanent.

We are looking for motivated and talented individuals with the commitment to learn about new areas of work and responsibility, and to build on their skills and knowledge in workplace health and safety management; as well as experience of working in a customer focused environment.

You should have the following:

Essential Skills;

• Excellent written and verbal communication skills to convey information in clear and concise way.
• Proficient IT skills to allow for accurate and timely recording of information.
• Ability to log and record information appropriately in the correct systems. Excellent organisational and time management skills.
• Analytical skills to digest and interpret information from a range of sources.
• Experience of working in a front-line delivery role.
• Ability to use your own initiative, intuition, and communication skills.
• 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

To be considered for the post:

You should have a NEBOSH Certificate (National Examination Board Certificate in Occupational Safety and Health) or be willing to obtain this qualification within a reasonable length of time which we consider to be within the first 12 months of service.

The NEBOSH course is run through Civil Service Learning as an intensive two-week course, further appropriate study time will be allowed during work hours.

Successful candidates who do not already hold a NEBOSH certificate will be offered a conditional contract pending successful completion of the course.

At HSE, we are proud to be able to offer our people the opportunity to work in a hybrid way which combines working from home and the office. This is a voluntary, non-contractual arrangement and your allocated office will be your contractual place of work. There may be a requirement to travel to the office a few days a week for various activities e.g., collaborative working, supporting and training colleagues. If hybrid working is suitable for you and your role, the arrangements will be determined primarily by business need, but personal circumstances and other relevant circumstances will also be taken into account. Therefore, we would encourage candidates to consider if the commute from home to the office is a feasible distance to travel before making an application. Please note that if you are successful, hybrid working will be discussed prior to taking up the post.

We'll assess you against these behaviours during the selection process:

• Making Effective Decisions
• Delivering at Pace
• Developing Self and Others
• Communicating and Influencing

We only ask for evidence of these behaviours on your application form:

• Making Effective Decisions

• 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 27.1%, far more than in the private sector

For the permanent post you will also be eligible for;

• 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.

Allowances

This post is eligible for Excess Fares Allowance. A successful internal candidate currently based at another office may be entitled to Excess Fares Allowance in line with HSE policy (http://intranet/finance/expenses/excess-fares-allowance-policy.htm)

Job contact :

Name :
Garry Haseldine
Email :
garry.haseldine@hse.gov.uk

Recruitment team

Email :
hr.resourcing-team@hse.gov.uk