Family Services Contact Centre Agent 1 (Ref: 5306) - #1701889
HM Prison and Probation Service
Date: 5 hours ago
City: Birmingham
Contract type: Full time
Work schedule: Full day
This position is based at Edward House Birmingham, B1 2RA
Job Summary
Please refer to Job Description
Job Description
Family Services run national services for HMPPS, including Family Services Visit Booking, Help with Visits, Find a Prisoner and the HMPPS Victim Helpline/Unwanted Prisoner Contact scheme. 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.
Key Responsibilities:
The job holder will be required to carry out the following responsibilities, activities and duties:
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.
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.
This vacancy will be sifted and interviews held every four-six weeks.
Family Services run national services for HMPPS, including Family Services Visit Booking, Help with Visits, Find a Prisoner and the HMPPS Victim Helpline/Unwanted Prisoner Contact scheme. 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.
Key Responsibilities:
The job holder will be required to carry out the following responsibilities, activities and duties:
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.
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.
This vacancy will be sifted and interviews held every four-six weeks.
Person specification
Please Refer To Job Description
Behaviours
We'll assess you against these behaviours during the selection process:
Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ
Feedback will only be provided if you attend an interview or assessment.
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
This Job Is Broadly Open To The Following Groups:
Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job Contact :
Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. I you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact SSCL ([email protected]) in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints
https://jobs.justice.gov.uk/careers/JobDetail/5306?entityId=5306
Job Summary
Please refer to Job Description
Job Description
Family Services run national services for HMPPS, including Family Services Visit Booking, Help with Visits, Find a Prisoner and the HMPPS Victim Helpline/Unwanted Prisoner Contact scheme. 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.
Key Responsibilities:
The job holder will be required to carry out the following responsibilities, activities and duties:
- Book prison visits by telephone, e-mail and in an online portal.
- Process Find a Prisoner service requests.
- Data entry of Help with Visits service applications.
- Customer enquiry resolution.
- Post and general office support duties.
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.
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.
This vacancy will be sifted and interviews held every four-six weeks.
Family Services run national services for HMPPS, including Family Services Visit Booking, Help with Visits, Find a Prisoner and the HMPPS Victim Helpline/Unwanted Prisoner Contact scheme. 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.
Key Responsibilities:
The job holder will be required to carry out the following responsibilities, activities and duties:
- Book prison visits by telephone, e-mail and in an online portal.
- Process Find a Prisoner service requests.
- Data entry of Help with Visits service applications.
- Customer enquiry resolution.
- Post and general office support duties.
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.
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.
This vacancy will be sifted and interviews held every four-six weeks.
Person specification
Please Refer To Job Description
Behaviours
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Changing and Improving
- Delivering at Pace
- Access to learning and development
- A working environment that supports a range of flexible working options to enhance your work life balance
- A working culture which encourages inclusion and diversity
- A Civil Service pension with an employer contribution of 28.97%
- Annual Leave
- Public Holidays
- Season Ticket Advance
Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ
Feedback will only be provided if you attend an interview or assessment.
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
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) (opens in a new window)
- 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
Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job Contact :
- Name : SSCL Recruitment Enquiries Team
- Email : [email protected]
- Telephone : 0345 241 5358
- Email : [email protected]
Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. I you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact SSCL ([email protected]) in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints
https://jobs.justice.gov.uk/careers/JobDetail/5306?entityId=5306
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