Support Officer Public Enquiries - Coventry, United Kingdom - Ofqual (Office of Qualifications and Examinations Regulation)

Ofqual (Office of Qualifications and Examinations Regulation)
Ofqual (Office of Qualifications and Examinations Regulation)
Verified Company
Coventry, United Kingdom

1 week ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Details:


Reference number:


Salary:

- £23,100 - £27,000
Job grade:


  • Executive Officer
    Contract type:
  • Permanent
    Business area:
  • OFQUAL
  • Regulatory and Corporate Services
    Type of role:
  • Contact Centre
  • Customer Insight
  • Other
    Working pattern:
  • Flexible working, Fulltime, Job share, Parttime
    Number of jobs available:
  • 2Contents
Location

About the job


Benefits:

Things you need to know

Location

  • Coventry, West Midlands (England), CV1 3BHAbout the job

Job summary:


  • Ofqual is the independent qualifications regulator for England. We currently regulate 200+ awarding organisations, and approx. 11,600 certified qualifications. These include GCSEs, AS and A levels, and a broad range of vocational and technical qualifications. Regulating on behalf of students of all ages and apprentices is central to how we fulfil our statutory objectives.
  • Ofqual is a rewarding, dynamic place to work. We offer employees the opportunity to develop within their role and progress through the organisation via a number of Learning and Development opportunities and activities.

Job description:


Our public enquiries service is the first point of contact for anyone with questions about the qualifications, assessments and awarding organisations Ofqual regulates.

Most contacts received by the team are directly from learners or their parents.

We are looking for two Support Officers to join the public enquiries team.

We want individuals who will ensure that all calls and written enquiries are handled in a way that gives the public confidence in the regulated qualifications system and in Ofqual.


You will have a proactive approach and be able to help with a wide range of issues, sometimes complex, that may be troubling learners, their parents and other customers.

Your role will involve providing a professional and effective frontline service for all first contacts to Ofqual. This is an exciting and varied role within an organisation that plays an important role in the education sector. No two days are the same.

To be considered for this role, you will need to have the following skills and experience:

  • Knowledge and experience of operating in a customer service and/or helpdesk environment
  • Excellent written and oral communication skills to communicate clearly and concisely with others
  • Experience of dealing with complex enquiries and using a range of communication methods to respond
  • Experience of working as part of a team to deliver against targets
  • Experience of delivering work to agreed deadlines
  • High level customer service skills
  • Being able to handle difficult or emotional customers
  • Being consistent on messaging
  • Ability to prioritise own work and deliver to tight deadlines
  • Ability to use initiative to resolve routine problems and issues
  • Ability to maintain effective working relationships to work collaboratively with others to achieve objectives

Person specification:


Behaviours:

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

  • Seeing the Big Picture
  • Changing and Improving
  • Communicating and Influencing
  • Working Together

Benefits:


As a Civil Servant, you will benefit from a leading, modern employment offer which includes flexible working arrangements that support people at different stages in their lives, and pensions among the best available in the UK, as well as generous annual leave entitlements.


Other benefits you can enjoy include:

  • Performance Related Pay scheme
  • Cycletowork scheme
  • Regular professional development
  • Health and wellbeing initiatives such as minimedicals, flu vaccinations
  • Employee assistance programme and occupational health
  • Free eye tests and contribution towards lenses/spectacles for VDU users, if appropriate
  • Family friendly policies
  • Interest free season ticket loan
  • Access to exclusive discounts
  • A working culture which encourages inclusion and diversity
Things you need to know


Selection process details:


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

You will then be asked to provide a personal statement evidencing how you meet the essential criteria shown on the job description.

Ofqual has adopted anonymised recruitment.

This means that your name, date of birth and other personal details will not be seen by the sift panel.

You'll be asked to remove all personal details from your CV when you apply.

Ofqual works flexibly, with a hybrid office/home based working model. Employees will spend at least two to three days a week working from our office in Coventry. As Coventry will be your base location expenses for travel to the office will not be paid.

Final panel interviews may be held remotely via Microsoft Teams. Further details will be provided at invite to interview stage.
One of our resourcing colleagues will be on hand to answer any queries you may have throughout the process.

Reasonabl
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