At a Glance
- Tasks: Coordinate and facilitate service delivery in a dynamic contact centre environment.
- Company: Join a vital public service supporting families and individuals in the justice system.
- Benefits: Competitive salary, training opportunities, and a supportive team culture.
- Other info: Flexible hours with opportunities for project work and career growth.
- Why this job: Make a real difference by helping families navigate important services.
- Qualifications: Strong organisational skills and a passion for customer service.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Family Services runs a range of national services for Her Majesty’s Prison and Probation Service and the Ministry of Justice. Including the Visit Booking Service, the Help with Prison Visits Service, the Find a Prisoner service, the HMPPS Victim Helpline and a varied range of digital support services.
Family Services is a public contact centre. The post holder will work with Family Services staff, HMPPS and MOJ customers and a wide range of other government departments and external users.
The post holder coordinates and facilitates service delivery at Family Services. Reports to a Family Services Contact Centre Manager.
This is a non operational HQ role based at Edward House in Birmingham.
Summary
The post holder is part of the Family Services contact centre management team, coordinating and facilitating the work of contact centre agents, collating statistics, managing functional mailboxes and undertaking a range of other key functions in the contact centre.
A varied and challenging role that requires strong organisational skills, with a focus on service delivery and achievement of team output and processing targets.
Responsibilities, Activities & Duties
- Two coordinator roles with regular cover for other duties in the JD.
- Prepare daily, weekly and monthly staff rotas. Update rotas to reflect workflow and staffing.
- Act as live support to the contact centre service delivery teams. Provide advice, information and direction to band 2 and 3 contact centre agents working on national services.
- Monitor functional mailboxes, dealing with enquiries, directing workflow to B2 and 3 agents, ensure timely responses.
- Collate and analyse statistics. Management summary report production.
- Deal with complex correspondence, appeals and complaints.
- Monitor services to identify outstanding work, resolve bottlenecks and work with the B5 team to introduce changes to improve systems and processes.
- Identify and resolve overbookings and minimise overpayments.
- Debt recovery on the HwPV service.
- Support band 5 managers with reports, team meetings and customer correspondence. Draft witness statements.
- HQ group IT, procurement, finance, Health and Safety and accommodation tasks.
- Project work to design, develop and implement new processes and services.
- Weekly shift support cover for early and late shifts (between 08.45 and 18.15).
This is not an exhaustive list, and you may be required to undertake additional activities which are appropriate to the level of your Group Profile (GP).
Behaviours
- Managing a Quality Service
- Leading and communicating
- Making Effective Decisions
- Changing and Improving
Essential Skills, Qualifications, Accreditation & Registration
Customer Service training and training on the CNOMIS and FS IT systems will be provided
Hours of Work (Unsocial Hours)
The contact centre is open from 7am until 7pm, Monday to Friday.
10511 - Family Services Contact Centre Coordinator employer: Ministry of Justice
As a pivotal part of the Family Services team, working at Edward House in Birmingham offers a unique opportunity to contribute to essential national services for Her Majesty’s Prison and Probation Service and the Ministry of Justice. The company fosters a supportive work culture that prioritises employee growth through comprehensive training and development opportunities, ensuring that staff are well-equipped to deliver high-quality service. With a focus on teamwork and effective communication, this role not only provides meaningful employment but also allows for personal and professional advancement within the public sector.
StudySmarter Expert Advice🤫
We think this is how you could land 10511 - Family Services Contact Centre Coordinator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ministry of Justice. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ministry of Justice before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 10511 - Family Services Contact Centre Coordinator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ministry of Justice:Your cover letter is your chance to shine! Tell us why you want to work at Ministry of Justice specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ministry of Justice!
How to prepare for a job interview at Ministry of Justice
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
