Family Services Contact Centre Agent 1 - Birmingham, United Kingdom - Ministry of Justice

Ministry of Justice
Ministry of Justice
Verified Company
Birmingham, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
Salary 1
- £21,355

Number of jobs available - 3

Detail of reserve list - 12 Months

Region - West Midlands

City/Town - Birmingham

Building/Site - First Floor, Edward House, Quay Place, Edward Street, B1 2RA

Grade - AA

Organisation Grade for HMPPS - Band 2

Post Type - Fixed Term

Duration of appointment - Up to 1 year

Working Pattern - Full Time

Role Type - Contact Centre

Job description 1

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

After training staff can work from home for up to three days per week.


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.

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

  • Process Find a Prisoner service requests.
  • Customer enquiry resolution.
  • Post and general office support duties.
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.


Behaviours

  • Changing and Improving
  • Delivering at Pace
  • Managing a Quality Service

Essential Experience

  • Customer service experience is beneficial.

Technical Requirements

  • Supported training will be provided on all aspects of the role.


The job holder must be able to fulfil all spoken aspects of the role with confidence in English or (when specified in Wales) Welsh.

Additional Information 1


Working Arrangements & Further Information
Standard working hours for this post are 37 hours per week excluding breaks which are unpaid.


If you are a current NPS employee, this vacancy may be available on a Loan basis for up to 2 years.

Applications are invited from suitable qualified staff.


Benefits

Annual Leave

  • The holiday year runs from 1 March. If you work a non standard work pattern your leave entitlement may be expressed in either hours or days as appropriate. Leave entitlement is calculated on a prorata basis and you will be advised of your actual entitlement on appointment. If you were appointed internally and your leave was previously calculated in days, this will continue to be the case.

Bank, Public and Privilege Holidays

  • You are entitled to 9 days (66 hours 36 minutes) in recognition of bank, public and privilege holidays.

Pension

  • The Civil Service offers a choice of two pension schemes, giving you the flexibility to choose the pension that suits you best.

Work Life Balance

Season Ticket Advance

Childcare Vouchers
For any moves across the Civil Service may have implications on your ability to carry on claiming childcare vouchers


Training
HMPPS is committed to staff development and offers a range of training and development opportunities, including areas such as Equality and Diversity, Dealing with Challenging Behaviour, Suicide Prevention and Anti Bullying Programmes

  • There are opportunities to access promotion programmes and HMPPS provides a variety of training appropriate to individual posts
  • All staff receive security and diversity training and an individual induction programme into thei
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