GOVTALENT.UK

Customer Service Concerns/Advice Handling Officer (Band 5/EO)

This opening expired 6 months ago.

Health and Safety Executive

Location(s):
Bootle, Carlisle, Crewe
Salary:
£27,316 to £30,344
Job grade:
Executive Officer
Business area:
Operational Delivery
Contract type:
Permanent, Contract
Working pattern:
Full-time, Part-time

About the job

Job summary

The Civil Service embraces equality, diversity, and inclusion. At HSE, your personal qualities are as important as your professional experience. We welcome applications from all backgrounds and all walks of life.

Our approach is to recruit “on merit on the basis of fair and open competition”, in line with the Civil Service Commission’s Recruitment Principles. As such, our thorough selection process ensures that you and every other candidate receive equal and fair treatment.

We contribute to the Health and Safety Executive (HSE) strategy - Protecting people and places. Our contribution is to protect people at work and or who are impacted by a work-activity by ensuring risks are properly managed.

Part time working hours are available for this role. We can accept part time applicants who can commit to working a minimum of 30hrs per week.

Job description

The Customer Service Team is a front-facing, high volume, fast-paced, operational, front-line team. In 2022/23 the team received 40k new workplace health and safety concerns (report a health and safety problem), and Advice Requests. In our efforts to continuously improve, we seek to adopt the digital approach as opportunities arise.

We are looking for motivated and dedicated customer focused people to join the team to play an important role in ensuring that HSE / BSR provides a professional response to Health and Safety Concerns, RIDDOR reports and Advice requests, within strict deadlines.

Working in The Customer Service Team, your role will be to assess / Triage RIDDOR’s and health and safety concerns, contact businesses and customers, to ensure cases are resolved in line with expectations and service levels.

You will be responsible for processing your assigned work, and making an assessment on the most appropriate regulatory response. You will work collaboratively with internal and external customers to obtain accurate and relevant information. You will ensure that responses are professional, accurate and timely.

Key Responsibilities

  • Make decisions on whether the matter falls within HSE's enforcement remit.
  • Triage cases, obtaining additional information where necessary, processing in an efficient and effective manner, to obtain timely resolution.
  • Risk assess matters within HSE/Building Safety Regulator enforcement to establish which cases require following up and whether this can be handled by The Customer Service Team or needs referring to HSE Inspectors, across all our divisions.
  • Clearly set out, explain and justify any decisions you make.
  • Effectively engage and communicate with internal and external customers to achieve efficient, effective and proportionate resolutions, whilst maintaining high levels of customer service;
  • Contribute effectively to the successful delivery of our team and organisational objectives;
  • Provide Technical Support for other Operational front-line work
  • Work with others in The Customer Service Team to create a culture of collaborative working and continuous improvement;
  • Keep accurate records, and update HSE's case management systems.

Please note that one of these roles is a 12 month fixed term appointment, after which there may be an option to extend the role or make the role permanent.

Person specification

We are looking for motivated and talented individuals with the commitment to learn about new areas of work and responsibility, and to build on their skills and knowledge in workplace health and safety management; as well as experience of working in a customer focused environment.

You should have the following:

Essential Skills;

  • Excellent written and verbal communication skills to convey information in clear and concise way.
  • Proficient IT skills to allow for accurate and timely recording of information.
  • Ability to log and record information appropriately in the correct systems. Excellent organisational and time management skills.
  • Analytical skills to digest and interpret information from a range of sources.
  • Experience of working in a front-line delivery role.
  • Ability to use your own initiative, intuition, and communication skills.
  • Ability to seek out new and improved ways of working, make suggestions to colleagues and managers and always strive to do deliver to high standards

To be considered for the post:

You should have a NEBOSH Certificate (National Examination Board Certificate in Occupational Safety and Health) or be willing to obtain this qualification within a reasonable length of time which we consider to be within the first 12 months of service.

The NEBOSH course is run through Civil Service Learning as an intensive two-week course, further appropriate study time will be allowed during work hours.

Successful candidates who do not already hold a NEBOSH certificate will be offered a conditional contract pending successful completion of the course.

At HSE, we are proud to be able to offer our people the opportunity to work in a hybrid way which combines working from home and the office. This is a voluntary, non-contractual arrangement and your allocated office will be your contractual place of work. There may be a requirement to travel to the office a few days a week for various activities e.g., collaborative working, supporting and training colleagues. If hybrid working is suitable for you and your role, the arrangements will be determined primarily by business need, but personal circumstances and other relevant circumstances will also be taken into account. Therefore, we would encourage candidates to consider if the commute from home to the office is a feasible distance to travel before making an application. Please note that if you are successful, hybrid working will be discussed prior to taking up the post.

Benefits

Alongside your salary of £27,316, Health and Safety Executive contributes £7,375 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

Application information

As part of the application process you will be asked to complete the following: 

  • A CV that displays your career history, skills, experience and qualifications 
  • 750 word Personal Statement based on the Essential Skills listed within the person specification
  • 250 words on the behaviour 'Making Effective Decisions'

Application Guidance

Please access the following link for guidance on how to apply and how to complete a personal statement https://www.civil-service-careers.gov.uk/how-to-apply/


Sift Information

The sift is due to take place the week commencing 25th March 2024. You will be assessed on your CV, Personal Statement, and Lead Behaviour. 

Interview Information

The interviews are due to be held during the week commencing 22nd April 2024. You will be assessed on the Behaviours listed in the advert along with some strength based questions. 

Interviews will be held in person at the HSE Bootle Office in Liverpool - Redgrave Court, L20 7HS 

Please note the sift and interview dates could be subject to change due to panel availability.

AI Tools & Platforms

During the application process candidates are allowed to utilise AI (artificial intelligence) platforms and Tools to support them in writing their Behaviours, CV’s and Personal Statements. However, all information submitted must be factually accurate. This includes presenting the ideas and experience of others, or those generated by artificial intelligence, as your own. All presented information will be assessed at the Interview Stage

Further Information

Please note that a Reserve List will be held for the period of up to 12 months.

For the Fixed term role - Existing Civil Servants and applicants from accredited NDPBs are eligible to apply but will only be considered on loan basis (Civil Servants) or secondment (accredited NDPBs). Prior agreement to be released on a loan basis must be obtained before commencing the application process. In the case of Civil Servants, the terms of the loan will be agreed between the home and host department and the Civil Servant. This includes grade on return.

Sponsorship

This role is not open to application from those who will require sponsorship under the points based system. Should you apply for this role and require sponsorship your application will be rejected, and any provisional offers of employment will be withdrawn.

 
It is the candidate’s responsibility to ensure they are aware of the terms and conditions they will adopt should they be successful in their application. For a summary of HSE terms and conditions as part of Civil Service Reform, please see the attached document. 
 
Any move to HSE from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at here.

HSE is proud to be a part of the Disability Confidence Scheme (DCS). As a Disability Confident employer, we positively welcome applications from disabled people. We are committed to making workplace adjustments to ensure anyone can participate in the recruitment and selection process.

We offer a guaranteed interview scheme for all disabled applicants who provide evidence of meeting the minimum requirements necessary for the post. If, during the application or interview process, you require any assistance due to a disability or a medical condition, please contact us at the email address below to discuss how we can support you.

If successful in securing your role, HSE can provide suitable workplace adjustments to support you throughout your career with HSE.

 
If you have a disability and you need an application form in an alternative format or you would like to know more about our recruitment process, please contact: hr.resourcing-team@hse.gov.uk  

Please note, if you are a current civil servant and you are currently undergoing any of the following formal actions your application will not be progressed any further; Formal discipline action, any formal action regarding attendance, poor performance or any restriction of duties as a result of disciplinary action.



Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

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) (opens in a new window)
  • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
  • individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
  • Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Added: 6 months ago