User Experience jobs in United Kingdom

Role: Administration Officer – Day Shift

Business: Office of Public Guardian (OPG)

Location: Victoria Square House – Birmingham

Grade: AO

Salary: £25,582

Contract Type: Permanent

Minimum Hours: 22.2 hours per week

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.

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.

• 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.

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.

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.

Some role may require full‑time attendance at the office, with flexibility to adapt to business needs.

• 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 communicate informed decisions based on evidence.

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

This campaign will follow the Civil Service Success Profiles framework. As part of your application, you will need to provide:

• A Statement of Suitability (up to 500 words) demonstrating how you meet the essential criteria.
• A Behavioural Example (up to 250 words) based on the behaviour: Managing a Quality Service (lead criteria). 

In the event of a high number of applications, the lead criteria will be your behavioural example on Managing a Quality Service.

If you are successful at sift, you will be invited to an interview which will use the Civil Service Success Profiles. At interview, candidates should expect questions on:

• Strengths relevant to the role.
• The following Behaviours at Level 1: Managing a Quality Service, Changing and Improving, Your Experience of IT Skills.

All interviews will be held remotely via MS Teams.

Feedback will only be provided if you attend an interview.