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We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.

Position: Administrative Officer

Company: Office of the Public Guardian (OPG), Power of Attorney Services (POAS – Days)

Location: Victoria Square House, Birmingham

Grade: Administrative Officer (AO)

Contract Type: Fixed Term Contract (18 months with a view to permanency)

Overview

Power of Attorney Services (POAS) processes incoming power of attorney applications on behalf of the Public Guardian, within agreed targets and performance indicators. POAS comes under the Operations directorate of the Office of the Public Guardian (OPG).

OPG is a fantastic place to work offering a range of development opportunities, health and wellbeing initiatives and diversity and inclusion promotion. We have recently received a health and wellbeing charter accreditation as we are committed to developing a supportive and inclusive environment that reflects the diverse community we serve.

Our Birmingham office is located centrally within walking distance to Birmingham New Street and Snow Hill train stations as well as the Mailbox and Broad Street.

Job Description

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 predominantly office based 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.

Essential criteria:

• 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 dealing with customers.
• Ability to carry out handling activities in line with health and safety legislation.
• Ability to make and manual communicate informed decisions based on evidence.

Desirable criteria:

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

Application process

The recruitment for this role will follow the Civil Service Success Profile Framework. You will be tested on different profiles at interview as outlined below. Further information on all the profiles can be found here.

As part of their application, candidates will be invited to take part in an online situational judgement test. Successful candidates at this stage will be invited to an interview.

Interview

The interview will use the Civil Service Success Profiles.

At interview, candidates should expect strength-based questions and two behaviour-based questions where specific examples will need to be provided evidencing how they meet the criteria. Candidates will be tested on the following behaviours at interview:

• Managing a quality service (Level 1)
• Delivering at pace (Level 1)

All interviews will be held remotely via Microsoft Teams

Reasonable Adjustments

At OPG we are committed to ensuring our workplace remains diverse and inclusive place to work. We want to help you demonstrate your full potential whatever type of assessment is used. If you require any reasonable adjustments for any aspect of the selection process, do not hesitate to get in contact with us.

Flexible working

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 predominantly office based and carry out duties within any of the POAS business areas.

Requests for part-time contracts will be considered in line with business needs.

For further information regarding the benefits of working for OPG in greater detail, please refer to the candidate information pack attached to the job advert.

Salary

£21,775

Additional Information

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised roles, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.

Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on ‘modernised’ terms in their current post or onto ‘unmodernised’ MoJ terms if they are on ‘unmodernised’ terms at their current post. Details will be available if an offer is made.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices.

Benefits

The MoJ offers a range of benefits:

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.

Pension

The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.

Training

The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

Networks

The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.

Support

• A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
• Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
• For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
• Paid paternity, adoption and maternity leave.
• Free annual sight tests for employees who use computer screens.

Working for the Civil Service

The Civil Service Code 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. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

• To Shared Service Connected Ltd (0845 241 5358 (Monday to Friday 8am – 6pm) or e mail [email protected]);
• To Ministry of Justice Resourcing team ([email protected]);
• To the Civil Service Commission (details available here)

The Civil Service embraces diversity and promotes equal opportunities. As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the SSCL Recruitment Enquiries Team.

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.