5306 - Family Services Contact Centre Agent 1 - #1707404

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 various 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 prisoners and their Significant Others, contributing to their wellbeing and rehabilitation, and supporting regimes across UK prisons.

1. Book prison visits via telephone, email, and online portal.


2. Process Find a Prisoner service requests.


3. Data entry for Help with Visits applications.


4. Resolve customer enquiries.


5. Perform general office and postal duties.

The above responsibilities are not exhaustive and may be supplemented with additional tasks. The role requires flexibility, including the ability to undertake work at Band 3 when needed. It involves working in a contact centre team, with a focus on customer service, organizational, IT, and administrative skills, managing high workloads to high standards.

This role offers flexible working arrangements, including hybrid options, subject to business needs and regular review. The position is based at Edward House, Birmingham, B1 2RA, and may involve shift work with various patterns.

Standard hours are 37 hours per week, excluding unpaid breaks. HMPPS welcomes part-time, flexible, and job-sharing arrangements, considered in line with the Flexible Working policy.

Other benefits include pension schemes, holiday entitlement, season ticket loans, training opportunities, and support for work-life balance. Candidates must undergo security and identity checks, and internal candidates may be eligible for secondment or loan arrangements.