Customer Service Advisor

3 weeks ago

Nottingham, United Kingdom Office of the Public Guardian Full time

**Details**:
**Reference number**:

- 264181**Salary**:

- £21,775**Job grade**:

- Administrative Officer- AO**Contract type**:

- Permanent**Type of role**:

- Administration / Corporate Support
- Contact Centre**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 10Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- This position is based at NOTTINGHAM OPG NOTTINGHAM, NG2 1ARAbout the job

**Job summary**:

- Please refer to Job Description**Job description**:
**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 (CoP).

OPG is a fantastic place to work offering a range of development opportunities, health and wellbeing initiatives and diversity and inclusion promotion. We signed up to the ‘Time to Change’ pledge which supports mental health in the workplace, as well as recently receiving a health and wellbeing charter accreditation as we are committed to developing a supportive and inclusive environment that reflects the diverse community we serve.

OPG is currently going through an extensive period of organisational change. This will be delivered by our transformation programme - “OPG 2025”. The ambitious plan is about changing the way we provide services. It will 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. Overall, it will help us to respond to the changing needs of society. This is so we can better support adults at risk and create high-quality services that are accessible and affordable.

OPG is aiming to have a Digital Power of Attorney in place that meets our customer and stakeholder needs. We aim to have a multiskilled, flexible workforce, working within office/home-based locations_._

Our Nottingham office is located just south of the city with some limited onsite parking and bus stops outside the office. We are also within walking distance to tram lines that are direct routes to Nottingham Train Station.

The role of POAS Customer Service Advisor is based at OPG’s office in Nottingham but you may have the opportunity to travel to our office in Birmingham.

This Customer Service Advisor role is Contact Centre based, with the main duties answering incoming telephone calls, dealing with customer queries about OPG’s services and relating to the Mental Capacity Act 2005. This includes lasting powers of attorney and the supervision of court-appointed deputies. Advisors play an important role on the front line of OPG by advising and guiding our customers that are supporting vulnerable adults who have started to lose or have lost mental capacity. Therefore, it’s crucial that advisors can demonstrate empathy and understanding towards our customers and maintain professionalism in this role.

Customer Service Advisors receive regular management support, and all members of the team work together to achieve our targets. The work mainly involves communicating with our customers verbally by telephone, but also in writing, completing the related administrative work following each interaction with a customer. This includes updating our case management system, communicating and collaborating with colleagues across the business, among other tasks.

**Responsibilities may include any of the following, but not limited to**:
If successful, and after comprehensive training, you will:

- Answer inbound telephone calls from external customers in a contact 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.
- Provide high-quality customer service in line with Departmental behaviours, ensuring that all information provided to customers is accurate, timely, clear and easy to understand.
- Be clear, honest and transparent in your communication, making decisions that involve the relevant people at the right time.
- Act as a role model for staff, demonstrating behaviours within the MoJ Leadership statement and OPG’s Values (Purpose, Openness, Humanity, Together).
- Support and contribute to the aims, objectives and performance of the Power of Attorney Services department to ensure delivery targets, as set out in the Business Plan, are met.
- Collate, analyse and format data and information. Input and update data on our IT systems.
- Work in accordance with standard operating pr

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