GENERAL INFORMATION

Salary
£25,582
Working Pattern
Full Time, Part Time, Part Time/Job Share, Flexible Working
Vacancy Approach
External
Location
Nottingham
Region
East Midlands
Closing Date
24-Sep-2025
Post Type
Fixed Term
Civil Service Grade
AO
Number of jobs available
10
Reserve List
12 Months
Job ID
9768

DESCRIPTIONS & REQUIREMENTS

Job description
Role: Contact Centre Advisor – OPG Helpline
Business: Office of Public Guardian (OPG)
Location: Nottingham
Grade: AO
Salary: £25,582
Contract Type: Fixed Term Contract 24 Months
Minimum Hours: Full and part time working available

ESSENTIAL SKILLS

• You will be working in an inbound call centre so experience of speaking to customers over the phone in a customer service role is essential
• Experience of using Microsoft computer packages, i.e. Word, Excel, Outlook and MS Teams
• Proficiency in written and verbal communication.
• Ability to make informed decisions based on evidence.

JOB DESCRIPTION ATTACHMENT

• 
  OPG Job Description Template (Sep 2025).docx (Job Description Attachment)

EXPERIENCE

We will assess your experience for this role via the following methods
Experience Questions, Statement of Suitability
Experience Questions Application Form Question Word Limit
500

EXPERIENCE

Your Experience for this role will be assessed at interview. To learn more about Experience and how they are assessed .

WE WILL ASSESS YOUR EXPERIENCE FOR THIS ROLE VIA THE FOLLOWING METHODS

Experience Questions

DUTIES AND RESPONSIBILITIES

• Answer inbound telephone calls from external customers in a contact centre environment, providing appropriate responses to customer queries and escalating requests to other teams w appropriate. You will act as point of contact for the customer, dealing with enquiries in a professional and courteous manner.
• Provide high-quality customer service in line with Departmental behaviours, ensuring that all information provided to customers is accurate, timely, clear and easy to understand.
• Be clear, honest and transparent in your communication, making decisions that involve the relevant people at the right time.
• Act as a role model for staff, demonstrating behaviours within the MoJ Leadership statement and OPG’s Values (Purpose, Openness, Humanity, Together).
• Support and contribute to the aims, objectives and performance of the Power of Attorney Services department to ensure delivery targets, as set out in the Business Plan, are met.
• Collate, analyse and format data and information. Input and update data on our IT systems.
• Work in accordance with standard operating procedures, providing constructive feedback w improvements and efficiencies can be made, with the customer experience at the heart of everything we do.
• Promote a culture of excellent service delivery and continuous improvement, contributing to the development of smarter working across the department w required.
• Attend, participate and contribute to team meetings, developing working relationships across POAS and the wider organisation w needed.
• Be a flexible and supportive team member with good time management skills in order to prioritise work.
• Take responsibility for your own learning and development with the support and guidance of your line manager.
• Develop a knowledge of HR policies which you will be expected to abide by.
• Take reasonable care for the health and safety of others and abide by relevant Health and Safety Procedures and policy.
  You will be required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post. T may also be a requirement to work in different departments during the course of your employment, dependent on business needs.