About the job

Job summary

Please refer to Job Description

Job description

There is the possibility of a one year contract extension or permanency at the end of the first year for suitable candidates.

After training staff can work from home for up to two days per week.

There is an enquiry line for Help With Prison Visits and Unwanted Prisoner Contact which is currently staffed on a rota basis from 10am - 4pm.

Overview of the job

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.

Summary

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 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. A range of shift patterns are available.

Responsibilities, Activities and Duties

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 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.
• Vetting Contact Point 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.

Person specification

Please refer to Job Description

Benefits

Alongside your salary of £25,752, HM Prison & Probation Service contributes £6,978 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 and Strengths.https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

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.