At a Glance
- Tasks: Join our team to support families of prisoners through booking visits and resolving enquiries.
- Company: Be part of the Family Services at HMPPS, making a real difference in rehabilitation.
- Benefits: Enjoy flexible working hours, a Civil Service pension, and access to learning opportunities.
- Other info: This role offers a variety of shift patterns to fit your lifestyle.
- Why this job: Make an impact while developing your customer service and administrative skills in a supportive environment.
- Qualifications: Strong communication skills and a passion for helping others are essential; no prior experience required.
The predicted salary is between 18800 - 26300 € per year.
This position is based at Edward House Birmingham, B1 2RA.
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:
- 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. 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.
Behaviours: We will 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. 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, and will assess your Behaviours, Strengths and Experience. Feedback will only be provided if you attend an interview or assessment.
Security: Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard 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), 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: Working for the Civil Service. The Civil Service Code sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition. The Civil Service embraces diversity and promotes equal opportunities.
Contact point for applicants:
Job Contact: Name: SSCL Recruitment Enquiries Team Email: moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk Telephone: 0345 241 5358
Recruitment team: Email: moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk
Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact SSCL in the first instance.
Family Services Contact Centre Agent 1 (Ref: 5306) in Birmingham employer: HM Prison and Probation Service
At HM Prison & Probation Service, we pride ourselves on being an exceptional employer, offering a supportive work culture that values diversity and inclusion. Located in the heart of Birmingham, our Family Services Contact Centre provides meaningful opportunities for personal and professional growth, alongside a competitive salary and generous benefits, including a Civil Service pension scheme and flexible working options. Join us in making a real difference to the lives of prisoners and their families while enjoying a fulfilling career in a dynamic environment.
Contact Detail:
HM Prison and Probation Service Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Family Services Contact Centre Agent 1 (Ref: 5306) in Birmingham
✨Tip Number 1
Familiarise yourself with the services offered by Family Services, such as Visit Booking and Find a Prisoner. Understanding these services will help you demonstrate your knowledge during the interview and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your customer service skills by engaging in role-play scenarios. Since this position involves dealing with the public and resolving enquiries, being able to showcase your ability to handle various situations calmly and effectively will be crucial.
✨Tip Number 3
Research the key behaviours that the selection process will assess, such as 'Managing a Quality Service' and 'Delivering at Pace'. Prepare examples from your past experiences that illustrate how you've demonstrated these behaviours in similar roles.
✨Tip Number 4
Network with current or former employees of Family Services or similar organisations. They can provide valuable insights into the work culture and expectations, which can help you tailor your approach during the interview.
We think you need these skills to ace Family Services Contact Centre Agent 1 (Ref: 5306) in Birmingham
Some tips for your application 🫡
Understand the Role:Read the job description thoroughly to understand the key responsibilities and required skills. Tailor your application to highlight how your experience aligns with the role of a Family Services Contact Centre Agent.
Highlight Relevant Experience:In your CV and cover letter, emphasise any previous customer service or administrative roles you've held. Use specific examples to demonstrate your organisational and IT skills, as well as your ability to handle high volumes of work.
Showcase Your Communication Skills:Since the role involves working with the public and various organisations, make sure to showcase your communication skills. Provide examples of how you've effectively resolved customer enquiries or worked collaboratively in a team.
Follow Application Instructions:Ensure you follow all application instructions carefully. This includes submitting your application through the specified platform and including all required documents. Double-check for any specific requirements mentioned in the job listing.
How to prepare for a job interview at HM Prison and Probation Service
✨Understand the Role
Make sure you thoroughly read the job description and understand the key responsibilities. Familiarise yourself with the services provided by Family Services, such as Visit Booking and Help with Visits, so you can discuss how your skills align with their needs.
✨Showcase Customer Service Skills
Since this role requires excellent customer service, prepare examples from your past experiences where you successfully resolved customer enquiries or handled difficult situations. Highlight your ability to communicate effectively and empathetically.
✨Demonstrate Organisational Skills
Be ready to discuss how you manage your time and prioritise tasks, especially when dealing with a high volume of work. You might want to share specific strategies or tools you use to stay organised and meet deadlines.
✨Prepare for Behavioural Questions
The interview will assess your behaviours against key competencies like 'Managing a Quality Service' and 'Delivering at Pace'. Prepare to answer behavioural questions using the STAR method (Situation, Task, Action, Result) to illustrate your relevant experiences.
