23530 - Administration Officer (POAS)

Ministry of Justice; Birmingham; On-site; GBP 23,000 - 28,000; Part time

Job summary

Ministry of Justice—Office of the Public Guardian in Birmingham is recruiting an Administration Officer (AO) for day shift. The role involves filing, post opening, quality assurance, and handling customer calls within Power of Attorney Services.

You will work from Victoria Square House, with mostly office-based work and potential remote elements as the department evolves. You will support daily operations, maintain accurate records, and contribute to service improvements while adhering to safety

Qualifications

• Manual handling as per safety guidelines.
• Proficiency with Microsoft Word, Excel and Outlook.
• Strong written and verbal communication for telephony and correspondence.
• Experience dealing with customers in a public-services context.
• Ability to make informed decisions based on evidence.

Responsibilities

• Support department targets and provide high-quality customer service.
• Maintain case management systems and update information accurately.
• Contribute to smarter working and share feedback for improvements.
• Model professional behaviour and manage time effectively.
• Communicate clearly with customers and team members to resolve queries.
• Handle calls, emails or letters and request further information as needed.
• Engage with teams in both in-office and remote settings as required.

Skills

Manual handling

MS Word

MS Excel

Outlook

Written & spoken communication

Customer service

Decision making from evidence

Tools

MS Word

MS Excel

Outlook

Job description

Job description

Role: Administration Officer – Day Shift
Business: Office of the Public Guardian

Location: Victoria Square House – Birmingham

Grade: AO

Salary: £25,582

Contract Type: Permanent

Minimum Hours: 22.2hrs

Organisational Overview

The Office of the Public Guardian (OPG) protects people in England and Wales who may not have the mental capacity to make certain decisions for themselves, such as about their health and finance. We are an Executive Agency of the Ministry of Justice (MoJ), set up in 2007 following the introduction of the Mental Capacity Act of 2005.

OPG is responsible for registering lasting powers of attorney (LPA) and enduring powers of attorney (EPA) and supervising deputies who are appointed by the Court of Protection.

OPG is a fantastic place to work offering a range of development opportunities. The OPG is a disability confident employer and is committed to developing a supportive and inclusive environment that reflects the diverse community we serve.

OPG is currently delivering an ambitious transformation programme. This will change the way we provide services and help us meet the growing needs of our users, partners and our stakeholders. It will make sure our users experience a better level of support and will help us to respond to the changing needs of society. Transformation will ensure we can better support adults at risk and create high-quality services that are accessible and affordable.

Team Overview

The role advertised is for an Administration Officer based in Birmingham within Power of Attorney Services. There are various roles available across different departments, with duties including casework, administration (such as filing and post opening), quality assurance, registering documents and answering customer calls. Due to the nature of the work undertaken within the team, most roles will also involve regular manual handling activities.

Duties and Responsibilities

• 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 to request further information relating to their application. Most roles will also involve some degree of manual handling as part of day-to-day duties.
• Communicating with your team within a remote-working environment (MS Teams). Some roles may include an element of remote working./ Communicating effectively with your team in an office-based environment. The majority of roles require attendance in the office five days a week, with limited opportunities for remote working depending on the role.
• 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.

Agreed Expectations

The successful candidate will be expected to work from their base location on a weekly basis in line with current Civil Service requirements, outside of any reasonable adjustments.

Majority of roles will require full-time office attendance.

As a flexible employer we will consider part-time requests. (Part time is a minimum of 22.2 hours a week), however during training this may be on a full-time basis.

Skills & Qualifications

Essential Skills

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

Desirable Skills

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

Reasonable Adjustments

At OPG we consider all applications on the basis of merit and want you to feel able to 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.

As a Disability Confident organisation, we will offer a guaranteed interview to candidates with a disability who meet the essential criteria for this role. If you are applying for a role within OPG and would like to be considered under the Disability Confident Scheme, please indicate this in your application and let us know of any reasonable adjustments you may require during the selection process.

Skilled Worker Visa

This role is not eligible for new Skilled Worker visas in accordance with the current immigration rules.

From 22 July 2025, the Government introduced changes to the Skilled Worker visa route.

The department cannot consider sponsoring you for this role unless you have held a Skilled Worker visa prior to the 22 July 2025 changes. If you have held a Skilled Worker visa continuously, please raise this during your vetting checks and eligibility will be assessed in accordance with the immigration rules and transitional provisions in place.

If you are applying for this role and you have not held a Skilled Worker visa prior to the 22 July 2025 changes, you will need to consider your options for obtaining and/or maintaining your right to work in the UK in light of these changes. Successful applicants must ensure they have and maintain the legal right to live and work in the Civil Service and in the United Kingdom.

For further information on benefits of working for OPG, such as our Flexible Working Policy and a FAQ, please check the candidate information pack attached to this advert

If your application for this role is unsuccessful, we may offer you an alternative role at the same or lower grade should one be available.

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). All employees will be expected to spend a minimum of