Administrative Officer Cwmbran Cwmbran, Wales
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Location
About the job
Job summary
Job description
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.
Rydym yn croesawu ac yn annog ceisiadau gan bawb, yn cynnwys grwpiau sydd wedi’u tangynrychioli yn ein gweithlu ar hyn o bryd, ac rydym yn ymfalchïo mewn bod yn gyflogwr o safon uchel sy’n denu llawer o ymgeiswyr. Ewch i https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity gael rhagor o wybodaeth am sut rydym yn hyrwyddo amrywiaeth a chynhwysiant yn y gweithle.
Criminal Fines Collection and Enforcement
Job Title: Call Centre Agent
Pay Span: AO
Background and key purpose of the role
Staff with excellent customer service skills are vital to the effective operation of the Courts, Tribunals and other offices within HM Courts and Tribunals Service (HMCTS). The Criminal Fines Collection and Enforcement contact centre at HMCTS Wales Contact & Compliance Centre in Cwmbran is a busy centre that operates a centralised telephony service for courts and tribunals receiving up to 10,000 calls per week.
The centre prides itself on excellent customer service and is continually striving to improve using continuous improvement tools and techniques. Customers calling the contact centre are often in a difficult and stressful situation and therefore great importance is placed on handling calls with empathy and understanding. In addition to providing an excellent service to our external customers, agents will be in regular contact with court and tribunals staff at processing sites throughout the country.
The contact centre offers a service between 9:00 - 17:00 Monday to Friday and contact agents are required to work between these times on a scheduled basis. Part time hours will be considered in accordance with business needs. Please note the business cannot accommodate requests for non-working days on Mondays, Tuesdays and Fridays as these are the busiest, however, shift patterns between 9:00 and 17:00 can be considered.
The Cwmbran office is in the middle of the town centre with free all-day parking. Whilst the post holder will be allocated to a specific office base, there may be a need for flexibility to work on an ad hoc basis at other local HMCTS offices
Working as part of a flexible team, the post holder will be expected to undertake a range of the functions and responsibilities specified. It is not intended that each post will be responsible for the full range of duties.
Key responsibilities may include:
Drafting
- To maintain accurate and concise notes on the appropriate operating systems following each telephone call.
Operations
- To answer a broad spectrum of telephone enquiries for all regional areas covered by the centre.
- To be able to note up records in an efficient manner, whilst holding the discussion with the customer.
- To be able to actively listen, is a fundamental skill and as such is an essential part of the role.
- To work as a team to ensure Team Information Board (TIB) meetings are relevant, timely and productive.
- To work as a team to problem solve, assess the impact of new Standard Operating Procedures (SOPS) and contribute to small projects.
- To be a team player, supporting the team with workload, sharing best practice and knowledge with colleagues.
- To be responsible for own development and be flexible with assisting other business areas when required.
- To look for innovative ways to continually improve the customer experience through the use of problem solving tools.
- Behaviour at all times to be in line with the Civil Service Code of Conduct and the MOJ Equality & Diversity Policy.
- Care taken of your own health & safety and that of people who may be affected by what you do (or do not do). To co-operate with others on health & safety issues & not interfere with, or misuse anything provided for health, safety or welfare.
- To perform ad hoc duties within the grade (and with adequate training) as required by the line manager.
Checking and verifying
- Checking case details for compliance where amendments have been made to accounts or customers first knowledge of offence
- Signposting customers to the correct areas where enquiries need redirecting
- To keep up to date with knowledge relating to the organisation. Undertake training and attend team briefs & office meetings to maintain skills & knowledge needed to carry out job.
Collecting and assembling information
- Post holders will need to modify and adjust information and make decisions to ensure relevant guidance is given to customers
- Post holders will need to collect and assemble information to prepare for and run the daily TIB meeting, as required.
- To collect data accurately using a call logger and/or manual survey to support the reduction of calls in line with the agreed call reduction strategy.
- To record praise and complaints on the HMCTS centralised database where required.
- Complete data loss and incident forms accurately and take any necessary action to control risk.
Communicating with the public, the judiciary, other court and tribunal users and representatives of other agencies and Organisations
- To deliver a helpful, prompt, polite and “right first time” service to our internal and external customers.
Other duties
The post holder is 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.
Person specification
Behaviours
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Working Together
- Delivering at Pace
Benefits
- 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 average employer contribution of 27%
- Annual Leave
- Public Holidays
- Season Ticket Advance
For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page.
Things you need to know
Selection process details
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) (opens in a new window)
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Working for the Civil Service
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).
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Contact point for applicants
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