5306 - Family Services Contact Centre Agent 1

Ministry of Justice; Park Central; On-site; GBP 22,000 - 28,000; Full time

Job summary

A government agency is seeking a Customer Service Representative to work at a contact centre in Birmingham. The role involves booking prison visits, processing inquiries, and providing administrative support. Candidates should possess strong customer service, organizational, and IT skills. The position offers flexible shifts to accommodate service needs.

Qualifications

• Ability to handle a high volume of work to high quality standards.
• Confidence in spoken English.
• Flexibility in shift patterns.

Responsibilities

• Book prison visits by telephone, e-mail, and online.
• Process Find a Prisoner service requests.
• Data entry of Help with Visits applications.
• Resolve customer enquiries.
• Provide general office support.

Skills

Excellent customer service

Organisational skills

IT skills

Administrative skills

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 duties/responsibilities listed above describe the post as it is at present and is not intended to be exhaustive.

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.