Family Services Contact Centre Agent 1 (Ref: 78377)

Job Summary

Please refer to

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 .

The contract can be extended to two years in total or made permanent for suitable candidates, on completion of the one year contract.

There is home working available three days a week, after completion of the training period.

There is a late shift until 6pm, on average one week in every four.

Overview Of The Job

Family Services run national services for HMPPS, including Family Services Visit Booking, Help with Prison Visits, Find a Prisoner and the HMPPS Victim Helpline. Digital enquiry support is provided for a number of GOV.UK services.

The post holder will work with the public, internal HMPPS customers and a wide range of Government Departments and Voluntary and Charitable Sector Organisations.

The work at Family Services makes a real difference to the prisoner and their Significant Others, contributing to the wellbeing and rehabilitation of the prisoner and supporting regimes in prisons across the United Kingdom.

The post holder works in a contact centre team, completing a range of key administrative duties. The role requires excellent customer service, organisational, IT and administrative skills; with the ability to deal with a high volume of work to the highest quality standards.

Reports to a Contact Centre Manager. This is a non-operational HQ role based at Edward House, Birmingham, B1 2RA.

Summary

The Contact Centre Agent 1 has a primary role and is rostered to other duties to match workflow.

• General office support work.
• Dealing with prisoner location requests.
• Booking prison visits.
• Basic customer enquiry resolution.
• Data entry.

All roles have minimum processing targets. The job is fully flexible and will cover the full range of duties at this band and assist with work at Band 3 when required.

A semi flexible shift working system matches staffing to the live services. A range of shift patterns are available.

Responsibilities, Activities And Duties

The job holder will be required to carry out the following responsibilities, activities and duties:

• Post and general office support duties.
• Book prison visits by telephone, e-mail and in an online portal.
• Data entry of Help with Prison Visits service applications.
• Process Find a Prisoner service requests.
• Customer enquiry resolution.

The duties/responsibilities listed above describe the post as it is at present and is not intended to be exhaustive. The job holder is expected to accept reasonable alterations and additional tasks of a similar level that may be necessary. Significant adjustments may require re-examination under the Job Evaluation Scheme and shall be discussed in the first instance with the job holder.

An ability to fulfil all spoken aspects of the role with confidence through the medium of English.

Person specification

Please Refer To

Behaviours

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

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

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.

Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

Selection process details

This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours and Strengths.

https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality Requirements

This job is broadly open to the following groups:

• Nationals of Commonwealth countries who have the right to work in the UK
• Relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
• Relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
• Nationals of the Republic of Ireland
• Nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) (opens in a new window)
• Certain family members of the relevant EU, EEA, Swiss or Turkish nationals
• UK nationals

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

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) .

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Telephone : 0845 241 5358
• Name : SSCL Recruitment Enquiries Team
• Email : [email protected]

Recruitment team

• Email : [email protected]

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. I you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact SSCL ([email protected]) in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints

https://justicejobs.tal.net/vx/appcentre-1/brand-13/candidate/so/pm/1/pl/3/opp/78377-78377-Family-Services-Contact-Centre-Agent-1/en-GB