Family Services Contact Centre Agent 1

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

- 326833**Salary**:

- £21,355- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Administrative Assistant- Band 2**Contract type**:

- Fixed Term**Length of employment**:

- For a period of up to 1 year**Type of role**:

- Contact Centre**Working pattern**:

- Full-time**Number of jobs available**:

- 3Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- This position is based at First Floor, Edward House, Quay Place, Edward Street, B1 2RAAbout the job

**Job summary**:

- Please refer to Job Description**Job description**:
There is a late shift until 6pm, on average one week in four.

After training staff can work from home for up to three days per week.

**Overview of the job**

Family Services run national services for HMPPS, including Family Services Visit Booking, Help with Prison Visits, Find a Prisoner and the HMPPS Victim Helpline. 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.

**Summary**

The Contact Centre Agent 1 has a primary role and is rostered to other duties to match workflow.
- Booking prison visits.
- Dealing with prisoner location requests.
- Data entry.
- Basic customer enquiry resolution.
- General office support work.

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.

**Responsibilities, Activities and Duties**

The job holder will be required to carry out the following responsibilities, activities and duties:

- Process Find a Prisoner service requests.
- 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.

**Person specification**:

- Please refer to Job Description**Behaviours**:
We'll assess you against these behaviours during the selection process:

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

**Benefits**:

- Alongside your salary of £21,355, HM Prison & Probation Service contributes £5,680 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 average employer contribution of 27%
- Annual Leave
- Public Holidays
- Season Ticket Advance

Things you need to know

**Selection process details**:

- This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Strengths.- Feedback will only be provided if you attend an interview or assessment.**Security**:
- 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)
- 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) set