JOB SUMMARY

Please refer to Job Description

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.

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

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 where 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 where 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 where required.
• Attend, participate and contribute to team meetings, developing working relationships across POAS and the wider organisation where 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. There may also be a requirement to work in different departments during the course of your employment, dependent on business needs.