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- Tasks: Assist with booking prison visits and resolving customer enquiries in a dynamic contact centre.
- Company: Join Family Services, a vital part of HMPPS, supporting prisoner rehabilitation across the UK.
- Benefits: Enjoy flexible shifts, remote work options, and opportunities for personal growth.
- Other info: This role offers a chance to work in a supportive team environment with regular interview opportunities.
- Why this job: Make a real impact on prisoners' lives while developing your customer service and administrative skills.
- Qualifications: Strong customer service, organisational, IT, and administrative skills are essential.
The predicted salary is between 28800 - 43200 £ per year.
Overview
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.
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. 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.
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.
Qualifications
- Excellent customer service, organisational, IT and administrative skills, with the ability to deal with a high volume of work to quality standards.
- Ability to fulfil all spoken aspects of the role with confidence through the medium of English.
- Fully flexible shift patterns and willingness to cover the full range of duties at this band; semi-flexible shift system.
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5306 - Family Services Contact Centre Agent 1 employer: Ministry of Justice
Contact Detail:
Ministry of Justice Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 5306 - Family Services Contact Centre Agent 1
✨Tip Number 1
Familiarise yourself with the services offered by Family Services, such as Visit Booking and the Find a Prisoner service. Understanding these services will help you demonstrate your knowledge during interviews and show your genuine interest in the role.
✨Tip Number 2
Practice your customer service skills by engaging in role-play scenarios. This will prepare you for handling enquiries and resolving issues effectively, which is crucial for the Family Services Contact Centre Agent position.
✨Tip Number 3
Brush up on your IT skills, especially with data entry and using online portals. Being proficient in these areas will not only boost your confidence but also make you a more attractive candidate for the role.
✨Tip Number 4
Network with current or former employees of HMPPS or similar organisations. They can provide valuable insights into the work culture and expectations, helping you tailor your approach when applying for the job.
We think you need these skills to ace 5306 - Family Services Contact Centre Agent 1
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and skills required. Highlight your relevant experience in customer service, administration, and IT skills in your application.
Tailor Your CV: Customise your CV to reflect the specific skills and experiences that align with the Family Services Contact Centre Agent role. Emphasise your organisational abilities and any experience dealing with high volumes of work.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for supporting prisoners and their families. Mention how your skills can contribute to the wellbeing and rehabilitation efforts outlined in the job description.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Ministry of Justice
✨Understand the Role
Make sure you thoroughly read the job description and understand the key responsibilities. Familiarise yourself with the services offered by Family Services, such as booking prison visits and processing enquiries, so you can speak confidently about how your skills align with these tasks.
✨Showcase Customer Service Skills
Since this role requires excellent customer service, prepare examples from your past experiences where you successfully resolved customer issues or provided exceptional support. Highlight your ability to communicate effectively and handle high-pressure situations.
✨Demonstrate Organisational Skills
The job involves managing a high volume of work, so be ready to discuss how you prioritise tasks and stay organised. You might want to share specific tools or methods you use to keep track of your workload and ensure quality standards are met.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and decision-making skills. Think about potential challenges you might face in the role and how you would address them, particularly in relation to dealing with sensitive information and supporting individuals in distressing situations.