Family Services Contact Centre Agent 1 (Ref: 5306)

HM Prison and Probation Service; Birmingham; On-site; GBP 23,000 - 28,000; Full time

Job summary

An established industry player is seeking a dedicated individual to join their Family Services team in Birmingham. This role is pivotal in providing support to prisoners and their families, enhancing their wellbeing and rehabilitation. The successful candidate will excel in customer service and administrative tasks, contributing to a high-quality service in a dynamic contact centre environment. With a flexible working system and a commitment to inclusion and diversity, this position offers a unique opportunity to make a meaningful impact while enjoying a supportive workplace culture.

Benefits

Civil Service Pension

Access to Learning and Development

Flexible Working Options

Annual Leave

Public Holidays

Season Ticket Advance

Qualifications

• Excellent customer service and organizational skills required.
• Ability to manage high volumes of work to high standards.

Responsibilities

• Book prison visits via phone, email, and online portal.
• Process Find a Prisoner service requests and data entry.
• Resolve customer enquiries and provide office support.

Skills

Customer Service

Organizational Skills

IT Skills

Administrative Skills

Job description

This position is based at Edward House Birmingham, B1 2RA

Job Summary

Please refer to Job Description

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.

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.

Person specification

Please Refer To Job Description

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Changing and Improving
• Delivering at Pace
  
  

Alongside your salary of £23,583, HM Prison & Probation Service contributes £6,831 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• 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 employer contribution of 28.97%
• 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.

Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

Feedback will only be provided if you attend an interview or assessment.

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This Job Is Broadly Open To The Following Groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
  
  

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) 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 (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service Code (opens in a new window) 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 (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job Contact :

• Name : SSCL Recruitment Enquiries Team
• Email : [e-mail]
• Telephone : [phone]
  
  

Recruitment team

• Email : [e-mail]
  
  

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. I you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact SSCL ([e-mail]) in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints

https://jobs.justice.gov.uk/careers/JobDetail/5306?entityId=5306