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Family Services Contact Centre Agent 1 (Ref: 5306)

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HM Prison and Probation Service

6d ago

  • Job
    Full-time
    Entry Level
  • Customer Relations
    Government & Politics
  • Birmingham

AI generated summary

  • You must be fluent in English, have excellent customer service and IT skills, handle high workloads, meet processing targets, and pass security checks. Flexible shifts available.
  • You will book prison visits, process service requests, handle data entry, resolve customer inquiries, and perform general office support tasks.

Requirements

  • An ability to fulfil all spoken aspects of the role with confidence through the medium of English.
  • Excellent customer service, organisational, IT and administrative skills.
  • The ability to deal with a high volume of work to the highest quality standards.
  • 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.
  • Successful candidates must undergo a criminal record check.
  • People working with government assets must complete baseline personnel security standard checks.

Responsibilities

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

FAQs

What is the job title for this position?

The job title is Family Services Contact Centre Agent 1 (Ref: 5306).

Where is this position based?

This position is based at Edward House, Birmingham, B1 2RA.

What are the main responsibilities of this role?

The main responsibilities include booking prison visits, processing Find a Prisoner service requests, entering data for Help with Visits service applications, resolving customer enquiries, and providing general office support.

What skills are required for this position?

Required skills include excellent customer service, organizational skills, IT proficiency, and the ability to handle a high volume of work to high-quality standards.

What is the salary for this position?

The salary for this position is £23,583.

Is there a pension benefit included with this job?

Yes, there is a Civil Service pension where the employer contributes £6,831 towards your membership.

Will there be opportunities for professional development?

Yes, employees have access to learning and development opportunities.

Are there flexible working options available?

Yes, the working environment supports a range of flexible working options to enhance work-life balance.

How often will interviews be conducted for this position?

Interviews will be held every four to six weeks.

What are the nationality requirements for this job?

This job is open to UK nationals, nationals of the Republic of Ireland, Commonwealth countries, and certain EU nationals with settled status.

Is a criminal record check required for this role?

Yes, successful candidates must undergo a criminal record check.

What are the working hours for this job?

The job has a semi-flexible shift working system that matches staffing to the live services, with a range of shift patterns available.

Will I receive feedback if I attend an interview?

Yes, feedback will be provided only if you attend an interview or assessment.

What behaviours will be assessed during the selection process?

The behaviours assessed will include Managing a Quality Service, Changing and Improving, and Delivering at Pace.

Who can I contact for more information about the job?

You can contact the SSCL Recruitment Enquiries Team via email at moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk or by telephone at 0345 241 5358.

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HM Prison and Probation Service

Preventing victims by changing lives.

Government
Industry
10,001+
Employees

Mission & Purpose

The Prison and Probation Service in the UK is responsible for the management of prisons and the supervision of offenders in the community. Their ultimate mission is to protect the public by reducing reoffending and ensuring offenders are safely and securely managed. Their purpose is to support rehabilitation, provide opportunities for offenders to reform, and ensure they are prepared for successful reintegration into society. The service is committed to maintaining safety, security, and effectiveness in the criminal justice system.