Family Services Contact Centre Agent 2 in Birmingham

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.

The Family Services Contact Centre Agent 2 has a primary role and is rostered to other duties to match workflow:

• Processing Help with Prison Visits service applications.
• Dealing with Find a Prisoner service enquiries.
• Answering Victim Helpline/Unwanted Prisoner Contact enquiries.
• Dealing with Visit Booking Service enquiries.
• 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 provide temporary cover at Band 2 when workflow or staffing requires. A semi flexible shift working system matches staffing to the live services.

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

• Process Help with Prison Visit applications, correspondence and investigate overpayments.
• Deal with Find a Prisoner enquiries that require prisoner consent.
• Answer Victim Helpline/UPC enquiries, compiling and forwarding reports to prisons and giving advice to members of the public.
• Administer functional mailboxes.
• Answer visit booking and online service enquiry requests.
• Assist with basic financial administration on the Help with Prison Visits service.
• Liaison point for Group HR and Procurement HUB.
• Assist with accommodation, health and safety and general service provision work.

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.

Additional Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and/or from home (please be aware that this role can only be worked in the UK and not overseas). Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised roles, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.

Standard full time working hours are 37 hours per week excluding breaks which are unpaid. HMPPS welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the HMPPS’ Flexible Working policy.

If you are a current NPS employee, this vacancy may be available on a Loan basis for up to 2 years. Applications are invited from suitably qualified staff. The Loan/Secondment is subject to the approval of the selected candidate's Business Unit, which should be obtained before confirmation of appointment.

The holiday year runs from 1 March. If you work a non-standard work pattern your leave entitlement may be expressed in either hours or days as appropriate. Leave entitlement is calculated on a pro-rata basis and you will be advised of your actual entitlement on appointment.

Bank, Public and Privilege Holidays: You are entitled to 9 days (66 hours 36 minutes) in recognition of bank, public and privilege holidays.

Pension: The Civil Service offers a choice of two pension schemes, giving you the flexibility to choose the pension that suits you best.

Work Life Balance: HM Prison & Probation Service (HMPPS) is keen to encourage alternative working arrangements. Work life balance provides greater opportunities for staff to work more flexibly wherever managers and establishments can accommodate requests to do so. HMPPS offers flexible working subject to completion of a satisfactory probationary period.

Training: HMPPS is committed to staff development and offers a range of training and development opportunities, including areas such as Equality and Diversity, Dealing with Challenging Behaviour, Suicide Prevention and Anti Bullying Programmes. There are opportunities to access promotion programmes and HMPPS provides a variety of training appropriate to individual posts.

All candidates are subject to security and identity checks prior to taking up post. All external candidates are subject to 6 months probation. Internal candidates are subject to probation if they have not already served a probationary period within HMPPS.

As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace.

The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs.

Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ is committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.

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).