JOB SUMMARY

Please refer to Job Description

ESSENTIAL SKILLS

• Experience of using Microsoft computer packages, i.e Word, Excel and Outlook.• Proficiency in written and oral communication as telephony work will be required.• Experience of providing excellent customer service.• Working in an inclusive environment.• Actively support the team’s overall efforts and stay flexible and willing to take on new or varied responsibilities as needed.• Seek assistance when needed and offer support to others whenever possible.• Effectively plan, organise, and manage your time to deliver high-quality service that ensures value for taxpayers’ money.

DESIRABLE SKILLS

• Experience of working in an operational delivery area or administration role.• Experience of working in a compliance environment.

PERSON SPECIFICATION

Please refer to Job Description

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)
• 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

TYPE OF ROLE

Administration / Corporate Support
Operational Delivery

DUTIES AND RESPONSIBILITIES

The role advertised is for an Administration Officer based in Birmingham for Power of Attorney Services. There are various roles available in different departments comprising of different functions. These roles range from casework, administration (filing, post opening etc), quality assurance and registering documents and answering customer calls.
Please see the Candidate Information Pack also attached to the job advert for further information.
You may be a required to work in different departments during the course of your employment, dependant on business needs. This includes an expectation that you may be trained to work in our customer contact centre.
The MOJ offers hybrid working arrangements where business need allows. However, as part of OPG’s commitment in developing its people we are up-skilling and multi-skilling people throughout Power of Attorney Services therefore you are expected to be office based only and carry out duties within any of the POAS business areas.
The successful candidates will be based in Birmingham but may have the opportunity to visit our office in Nottingham.
Responsibilities may include any of the following, but not limited to:
• Supporting and contributing to the aims, objectives and performance of the department to ensure the Business Plan targets are met. Providing best possible customer service, ensuring that all information is accurate, clear, easy to understand and timely. • Being responsible for your own quality, regularly refreshing your technical knowledge and training, to maintain the highest standards. Update case management and management information systems to keep applications on track, colleagues informed and submitting your personal stats sheets accurately, reporting anomalies. • Contribute to ‘smarter working’ by following procedures, providing constructive feedback where improvements and efficiencies can optimise customer experience. Participate and contribute in team meetings, developing working relationships across the business where needed. • Act as a role model, demonstrating behaviours within the MoJ Leadership statement and being a flexible, supportive team member, with good time-management skills to prioritise work. • Communicating clearly, being honest and transparent, making decisions that involve the relevant people at the right time.• Most roles will require a degree of communicating with customers by telephone, email or letter to answer questions and enquiries or ask for further information relating to their application.• Communicating with your team within a remote-working environment (MS Teams). Some roles may include an element of remote working.• Being responsible for your own learning and development with the support and guidance of your line manager and developing a knowledge of HR policies which you will be expected to abide by.• Answer inbound telephone calls from external customers in a helpline centre environment, providing appropriate responses to customer queries and escalating requests to other teams where appropriate. You will act as point of contact for the customer, dealing with enquiries in a professional and courteous manner.