AddressOverview
Quality & Feedback Officer (Plus reserves)
Location : Newport, NP10 8QQ
- Location
- About the job
- Benefits
- Things you need to know
- Apply and further information
Location
About the job
Job summary
The Intellectual Property Office (IPO) is the official UK government body responsible for intellectual property (IP) rights including patents, designs, trade marks and copyright.
This exciting role provide an opportunity to work with colleagues across the organisation and to gain experience of important processes. The post holders will play a crucial role in ensuring we deliver excellent services for our customers.
This role sits within the Customer Experience Unit where our customers are at the heart of what we do. This role would suit an individual who has excellent written skills and attention to detail and the want to understand our customers’ needs and strives to continuously improve our services.
Working location
This role will be carried out in-line with IPO Hybrid working arrangements where staff are currently expected to spend at least 20% of their time working onsite from one of our offices. This role is based in our Newport office
The requirement for attendance at an office location can vary by role so we would encourage candidates to discuss working arrangements with the recruiting manager to agree a reasonable balance between working from home and the office.
Job description
- Maintaining the customer feedback database, ensuring that feedback is captured accurately and processed correctly
- The logging, forwarding, and monitoring of customer feedback to ensure responses are given within set timescales
- Dealing with misleading mail e-mails and correspondence within agreed set timescales and updating the misleading mail payments spreadsheets
- Assisting the Quality & Feedback Manager in maintaining the Quality Management System
- Support to ISO 9001 auditors with audits (with a view to train as an internal auditor)
- Assisting the Quality & Feedback Manager with the Quality Sampling System
- Ad-hoc secretariat support for the wider Customer Experience Unit
Essential Criteria
- Ability to draft minutes and create reports to a high standard
- Excellent attention to detail
- Ability to work independently, without supervision, and within a team
Person specification
Behaviours
We’ll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Working Together
- Managing a Quality Service
Benefits
Benefits of working with us:
- A flexible working scheme with excellent development opportunities.
- 25 days annual leave moving to 30 days in annual increments (1 day per year) over 5 years of reckonable service. You will also get 8 days public leave and 1 day privilege leave.
- A very generous pension scheme with 26.6% employer contributions. Further information around the benefits of joining the Civil Service can be found via the Civil Service Pension Scheme
- Family friendly policies that support modern working families and individuals with caring responsibilities
- A variety of support functions; Staff Counselling Service, Peer to Peer Support Group
- Eligibility for special and office-wide bonus payments
- The opportunity to form part of our many inclusive network groups, find out by looking at Disability Jobs, BME Jobs and LGBT Jobs
- A range of wellbeing initiatives; Onsite Gym (Newport office), Eye Care Scheme, Volunteering Programme, Cycling facilities.
- Free car parking is available on site at our Newport office
- On-site shop, restaurant and coffee shop at our Newport office
For more information about what’s on offer at the Intellectual Property Office please review our IPO benefit pack attached to the bottom of this advert.
Please note that benefits may be subject to change.
Things you need to know
Selection process details
How to apply
- In order to capture your employment history please complete the employment history box under the ‘Your CV’ section of the online application form.
- All communications will be electronic therefore it is vitally important that you check your Civil Service Jobs account regularly, as well as your spam/junk email folder
The application process will consist of 3 separate stages. Applicants will need to pass stage 1 and stage 2 to progress to stage 3: Interview.
The stages will be structured as followed:
Stage 1: Pre sift test
You need to be complete and pass the below pre sift test before your application will be seen by the panel:
- Civil Service Judgement Test
Applicants to note:
All listed behaviours will be assessed during the Civil Service Judgement Test.
There are no time limits for the completion of tests.
Please ensure you complete the test with enough time to fully complete and submit your application before the closing date.
Full instructions will be given at the start of the test.
The deadline for completing the tests is the same as the application deadline: Thursday 21 March 2024 at 23:55.
Please ensure you leave yourself enough time to fill out the application after completing the tests.
Stage 2: Sift
An initial sift of applications will be carried out to create a shortlist.
This will be based on the evidence provided for the following Success Profile elements:
Experience
When completing your 500 word Personal Statement, please tell us about your experiences and skills where you have shown:
- Ability to draft minutes and create reports to a high standard
- Excellent attention to detail
- Ability to work independently, without supervision, and within a team
Stage 3: Interview
If invited to interview Behaviour based questioning will be used.
Behaviours
The below behaviours will be assessed at interview
- Communicating and Influencing
- Working Together
- Managing a Quality Service
Interviews for this role will be carried out virtually via Microsoft Teams (video).
IMPORTANT: CVs sent direct to the IPO will not be accepted.
The successful candidate would be expected to remain in the role for a minimum of 12 months before applying for another role.
If you require job-specific information, please contact:
Name: Catrin Griffiths
E-mail: catrin.griffiths@ipo.gov.uk
Telephone: 01633 811448
This post is being advertised to Internal, across Governmentand external candidates at the same time.
The IPO do not hold a sponsor licence, therefore if applicable please ensure your VISA enables you to work in the UK at the IPO without sponsorship.
Incomplete and/or late submissions will not be accepted or considered.
Should you have any queries or require any assistance in this matter, please contact the IPO Recruitment team at Recruitment@ipo.gov.uk prior to the closing of the post.
In line with Government guidance, successfully appointed candidates will need to provide documents for our Right to Work checks. Information on this will be sent within the invite to interview text.
Diversity Statement
The IPO is an inclusive employer where diversity is respected and differences valued. Our positive approach to diversity allows us to select the most suitable applicants free from bias on factors such as age, gender identity, sexual orientation, disability, ethnicity, religion, and many more protected characteristics.
If you require an adjustment at any stage of the recruitment process, then please let the recruitment team know via ; recruitment@ipo.gov.uk
Candidates to note
Please select the arrows below to drop down each heading for further information, alternatively you can contact recruitment@ipo.gov.uk;
Information on Fraud data base and childcare vouchers
Any move to the Intellectual Property Office from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/
From 8 June 2020, The Intellectual Property Office is to provide a Fair Processing Notice to all new applicants after they have been successful at interview.
As one aspect of pre-employment screening, personal details (name, National Insurance Number and date of birth) will be checked against the Civil Service Resourcing Extract Internal Fraud database. Anyone included on the Internal Fraud Database will be refused employment unless they can demonstrate exceptional circumstances. The Intellectual Property Office will, on behalf of the vacancy holder, inform applicants when they are refused employment because of their inclusion in the Internal Fraud database.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
Terms & Conditions
Please note that IPO has updated its terms and conditions of employment as part of Civil Service Reform. It is the candidate’s responsibility to ensure they are aware of the Terms and Conditions they will adopt should they be successful on application.
Please see the attached Terms and Conditions document.
Voluntary Moves: If your pay (excluding allowances) is above the IPO maximum for the grade it will be capped at the IPO maximum for the grade when you transfer.
OGD loan or permanent transfers
Please note that due to the childcare changes introduced by HMRC in October 2018, employees going on loan/transferring to another government department that were in receipt of childcare vouchers in their previous department will not be able to continue receiving these post transfer.
The IPO will not allow individuals from Other Government Departments to carry over annual leave with them unless there are exceptional circumstances. Individuals will therefore be expected to make necessary arrangements with their existing department to ensure an annual leave balance of zero ahead of transferring to the IPO. If you feel you have an exceptional circumstance, please contact the recruitment team in the first instance.
For more information on the childcare schemes offered by IPO, please contact HRandPayrollteam@ipo.gov.uk
If moving internally on lateral transfer you will remain on your current base salary. Please note: All allowances are specific of individual roles and may not be transferable.
Pension information
Further information Civil Service pension schemes can be found here: https://www.civilservicepensionscheme.org.uk/.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles (opens in a new window).
Apply and further information
Contact point for applicants
Job contact :
- Name : IPO Recruitment Team
- Email : Recruitment@ipo.gov.uk
Recruitment team
- Email : Recruitment@ipo.gov.uk
Further information
The Civil Service recruits by merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles.
Complaints Procedure:
If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, please contact;
Penny Phillpotts
Intellectual Property Office,
Concept House,
Cardiff Road,
Newport,
NP10 8QQ.
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission at: http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints/
