Contact Assistant

3 months ago

Nottingham, United Kingdom Gangmasters and Labour Abuse Authority Full time

Job summary

Do you thrive in a challenging environment and actively seek solutions?� Do you want to be part of a newly created team to deliver a quality service and drive improvements?�We are currently recruiting for the position of Contact Assistant�to join our Operational Delivery�Directorate, which consists of four departments: Licensing and Contact Operations, Intelligence, National Investigation Teams and File Quality Teams. This role will be essential in supporting the Operational Delivery Directorate to gather, collate and distribute incoming contact from a variety of sources in order to support the GLAA's operations.�

At the Gangmasters and Labour Abuse Authority (GLAA), we provide exceptional service to the public, businesses, and workers in the fight to stop worker exploitation. We are seeking inspiring leaders who can set clear direction, role model exemplary leadership behaviours, and deliver our vital services to our wide range of beneficiaries with a focus on efficiency and excellence. Building a culture of belonging, we are committed to providing an experience that is inclusive, equitable and kind. We prioritise diversity and believe in a culture rooted in collaboration, growth and team cohesion. Everyday, everyone on the team contributes to stopping worker exploitation.

The GLAA is one of the principal investigative law enforcement bodies for labour exploitation in the UK. The GLAA ensures that workers in the UK are treated fairly, properly and are protected from abuse and exploitation. We have three core functions:

Regulation - We regulate businesses that provide workers to the horticulture, agriculture, shellfish gathering and food processing and packaging sector. Our regulatory work includes operating a licencing scheme, undertaking inspections to ensure compliance with that scheme, and taking enforcement action where there are breaches.Prevention � We work with a broad range of stakeholders locally, nationally, and internationally to help prevent workers from being exploited.Enforcement - We investigate allegations of worker abuse under the Modern Slavery Act 2015. GLAA Officers conduct civil and criminal investigations and take enforcement action, including prosecutions and court orders to disrupt criminal activity. We also support victims who have been abused, in particular by ensuring they can access specialist help from our partners.

Job description

Contact Assistant at the GLAA�

This is an exciting time to join GLAA�s Licensing and Contact Operations team. The GLAA Contact Centre is a newly formed team in the organisation and this role will contribute to the delivery of new processes, creation of guidance documentation and will make a real difference to the GLAA's operational activity.�

Why is this role important to GLAA

As a Contact Assistant, it will be your role to action and triage calls and correspondence from members of the public, vulnerable workers and partner agencies. This may include, for example licensing queries, media queries and calls from the public providing intelligence. Vulnerable people engage with the GLAA on a regular basis via the Contact Centre and you may be the first person that they speak to. This role is crucial in collecting actionable intelligence that informs operational activity across the UK.��

As a Contact Assistant, you will:�

Acting as the first point of contact for the GLAA, providing accurate and satisfactory answers to queries and concerns.Conducting a risk assessment of all information received and appropriately triaging / escalating the information depending on the level of risk.Initial processing, uploading and data quality checks of operational information relevant to the GLAA, ensuring that only relevant and robust information is processed and retained.Resolving licensing queries from the public and triaging the queries to the relevant team.Signposting and sharing information in the appropriate manner to relevant organisations, departments and/or individuals whilst maintaining the required confidentiality, sensitivity, and duty of care.Receiving calls and/or correspondence from vulnerable workers or members of the public, signposting information, and support on GLAA relevant issues.Undertaking any other duties as considered reasonable and commensurate with the grade and responsibilities of the post.

As an organisation, we are currently underrepresented by female, transgender, non binary, ethnic minority and disabled colleagues, and are keen to change this, so welcome applications from all parts of the communities we serve.

Person specification

When giving details in your employment history and personal statement you should highlight your experience in line with the essential criteria below:

Recent practical experience of a public/customer facing role.Ability to listen carefully to and to draw out and record relevant information confidently.Ability to effectively communicate in English verbally and in writing.IT literate with a good working knowledge of Microsoft Office products.An understanding of and ability to work to strict confidentiality parameters.

This post is subject to successfully achieving SC level vetting clearance and Non-Police Personnel Vetting clearance.

Benefits

Alongside your salary of �23,570, Gangmasters and Labour Abuse Authority contributes �6,828 towards you being a member of the Civil Service Defined Benefit Pension scheme.

We offer a generous total package to our employees which includes the following:

days annual leave in addition to 8 public holidaysFlexible public holiday schemeChoice of pension schemes, including access to the extremely generous Civil Service Pension, which also provides a death in service lump sum payment and a survivor�s pension paymentAnnual performance related bonus schemeAccess to employee discountsAccess to a wellbeing portalEmployee assistance programmeAccess to mental health first aiders within the organisationFlexibility for working hours through the Flexitime schemeHybrid working availableEnhanced maternity and paternity benefitsCommitment to employee development

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