23830 - Senior Advisor in Birmingham

Salary: £29,303 - £31,061

Working Pattern: Full Time, Part Time, Part Time/Job Share, Flexible Working

Location: Birmingham

Region: West Midlands

Closing Date: 13-Nov-2026

Post Type: Permanent

Civil Service Grade: EO

Number of jobs available: 4

Reserve List: 12 Months

Job ID: 23830

Role: Senior Advisor

Business: Office of Public Guardian (OPG)

Contract Type: Permanent

Minimum Hours: 30 Hours per week

Organisational 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. OPG is a fantastic place to work offering a range of development opportunities. The OPG is a disability confident employer and is committed to developing a supportive and inclusive environment that reflects the diverse community we serve. OPG is currently delivering an ambitious transformation programme. This will change the way we provide services and 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 and will help us to respond to the changing needs of society. Transformation will ensure we can better support adults at risk and create high-quality services that are accessible and affordable.

Team Overview: You will lead and support the effective delivery of Stage 1 processes, acting as a key escalation point for complex queries and ensuring timely resolution. You will oversee the S1 inbox, mentor new staff, and collaborate with internal and external stakeholders to drive performance and consistency. Your role includes leading training initiatives, improving guidance and processes, analysing data to identify trends, and implementing improvements to enhance customer experience. You will also produce monthly MI reports and champion collaborative working across teams.

Duties and Responsibilities:

• You will provide a referral point for outgoing complex calls and escalations, and you will take personal ownership of all contact, ensuring successful resolution.
• You will oversee the Stage 1 inbox, an escalation route for internal stakeholders and ensure timely responses to queries.
• You will collaborate effectively with both internal and external stakeholders to ensure the timely movement of LPAs through Stage 1.
• You will act as a mentor to new staff ensuring that they have full understanding of their roles and responsibilities.
• You will communicate clearly and effectively using questioning and active listening to fully understand and provide a ‘right first time’ resolution to queries from across Stage 1 and internal stakeholders.
• You will lead on the development and implementation of appropriate learning and development across Stage 1 POAS, ensuring that appropriate training is in place for each role type working with Training Team POAS and that there is an effective assurance process in place.
• You will collaborate with line managers to assess complex issues on Stage 1 work and feedback the results to colleagues to enable improvements.
• You will identify areas for improvement to the customer experience and set up necessary corrective action, including group training and development sessions, taking an active role in promoting consistency.
• You will review, develop and improve local guidance and processes.
• You will make suggestions for best practice in all areas of work covered by the team.
• You will identify trends in errors, delays and duplication of effort and work to reduce the number of errors across Stage 1 through education.
• You will lead on focussed data-capture initiatives to shape process improvements and better the customer experience.
• You will work with your team to produce a monthly analysis of issues, themes and Management Information (MI) to be shared with the wider business.
• You will take a leading role in meetings and champion collaborative working with a variety of teams.
• You will be available to staff as a source of expert support, providing advice and mentoring when required.
• Any other ad-hoc responsibilities commensurate with the EO grade.

Agreed Expectations: The successful candidate will be expected to work from their base location on a weekly basis in line with current Civil Service requirements, outside of any reasonable adjustments. The successful candidate will be expected to work from their home office on a weekly basis in line with current Civil Service requirements, outside of any reasonable adjustments. Due to learning the various aspects of Stage 1, initially you will be expected to attend the office 5 days per week. You might be required to travel to the Nottingham office on occasion.

Skills & Qualifications:

Essential Skills:

• Must have a good working knowledge of operational processes, including cross-departmental processes and ways of working.
• Ability to handle complex cases and ability to resolve issues timely whilst maintaining the expected standards.
• Effective communication skills, both written and verbal, dealing with both external and internal stakeholders.
• Excellent customer service skills including handling complex situations and dealing with uncertainty.
• Ability to interpret and apply guidance and regulations.

Desirable Skills:

• Ability to work with minimal supervision and as part of a team.
• Knowledge of Continuous Improvement techniques.

Application process: This recruitment will follow the Civil Service Success Profile process. Candidates will be expected to complete the following as part of the application: Statement of Suitability of no more than 750 words, to demonstrate your experience against the essential skills required for this role.

Interview Process: If you are successful at sift, you will be invited to an interview which will use the Civil Service Success Profiles. At interview, candidates should expect questions on: Strengths relevant to the role, the following Behaviours at Level 2: Communicating & Influencing, Managing a quality Service, Changing & Improving. All interviews will be held remotely via MS Teams. Feedback will only be provided if you attend an interview.

Reasonable Adjustments: At OPG we consider all applications on the basis of merit and want you to feel able to demonstrate your full potential whatever type of assessment is used. If you require any reasonable adjustments for any aspect of the selection process, do not hesitate to get in contact with us. As a Disability Confident organisation, we will offer a guaranteed interview to candidates with a disability who meet the essential criteria for this role.

Skilled Worker Visa: This role is not eligible for new Skilled Worker visas in accordance with the current immigration rules.

Successful applicants must ensure they have and maintain the legal right to live and work in the Civil Service and in the United Kingdom.

For further information on benefits of working for OPG, such as our Flexible Working Policy and a FAQ, please check the candidate information pack attached to this advert.

If your application for this role is unsuccessful, we may offer you an alternative role at the same or lower grade should one be available.