OPG Helpline Advisor - Inbound Contact Centre (Ref: 15214)

Job summary

Please refer to Job Description

Job description

Role: OPG Helpline Advisor-Inbound Contact Centre

Business: Office of Public Guardian (OPG)

Location: Nottingham

Grade: AO

Salary: £25,582

Contract Type: Permanent

Minimum Hours: Full & Part-Time working available – Minimum 25 hours.

Organisational Overview

The Office of the Public Guardian (OPG) helps to protect and support individuals in England and Wales who may lack the mental capacity to make decisions about areas such as their health or financial affairs. Established in 2007 as an Executive Agency of the Ministry of Justice (MoJ), OPG was created following the implementation of the Mental Capacity Act 2005.

Our responsibilities include registering Lasting Powers of Attorney (LPA) and Enduring Powers of Attorney (EPA), as well as overseeing deputies appointed by the Court of Protection.

OPG is a supportive and rewarding place to work, offering a wide range of opportunities for learning and development. As a Disability Confident employer, we are committed to fostering an inclusive workplace that reflects the diverse communities we serve.

We are currently undertaking an ambitious transformation programme aimed at improving how we deliver our services. This work will enable us to meet growing demand, offer an enhanced experience for the people who rely on us, and adapt to changes in society. Through this transformation, we aim to strengthen our support for adults at risk and ensure our services are high quality, accessible, and cost‑effective.

Team Overview

As a Contact Centre Advisor, you’ll act as the first point of contact on our helpline, supporting callers who need guidance with applying for or using a Lasting Power of Attorney (LPA). You’ll also assist with queries about registering and using an Enduring Power of Attorney (EPA). Your role is to provide impartial, general advice listening carefully, understanding each caller’s situation, and giving clear, accurate information to help them navigate the registration process and use powers of attorney confidently. This is strictly an inbound support role and does not involve any sales or outbound calling.

Duties and Responsibilities

• Respond to inbound calls, offering clear and accurate guidance on OPG services.
• Provide excellent customer service with empathy and professionalism.
• Escalate complex queries to specialist teams when needed.
• Keep accurate records and update information on our systems.
• Work collaboratively with colleagues to improve processes and enhance the customer experience.
• Take ownership of your learning and development, supported by your manager.

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.

You’ll receive 6 weeks of comprehensive training at our Nottingham office, followed by a further 2-month period of work-based training. After this, you’ll work in-office at least 2 days per week (subject to government guidance).

Why Join Us?

• Make a real difference by helping people during important life decisions.
• Be part of a supportive, inclusive team.
• Access development opportunities and flexible working options.

Skills & Qualifications

Essential:

• Experience in a customer service environment, either telephony‑based or face‑to‑face. (Lead)
• Strong communication skills both verbal and written.
• Ability to make informed decisions based on evidence.
• Competence with Microsoft Office tools (Word, Excel, Outlook, Teams).

Desirable:

• Experience in administration or operational delivery.
• Familiarity with compliance environments.

Application process

• This recruitment will follow the Civil Service Success Profile process. Candidates will be expected to provide a Personal Statement of Suitability of no more than 500 words in support of your application based on essential and desirable skills. The lead criteria will be: Experience in a customer service environment, either telephony‑based or face‑to‑face.

Interview Process

questions on:

• Strengths relevant to the role
• Your Experience of telephony based customer service role and suitability for the role

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. If you are applying for a role within OPG and would like to be considered under the Disability Confident Scheme, please indicate this in your application and let us know of any reasonable adjustments you may require during the selection process.

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.

Person specification

Please refer to Job Description

Benefits

Alongside your salary of £25,582, Office of the Public Guardian contributes £7,411 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Access to learning and development
• A working environment that supports a range of flexible working options to enhance your work life balance
• A working culture which encourages inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%
• Annual Leave
• Public Holidays
• Season Ticket Advance

For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page.

Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

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

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : SSCL Recruitment Enquiries Team
• Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk
• Telephone : 0345 241 5359

Recruitment team

• Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitm…

https://jobs.justice.gov.uk/careers/JobDetail/15214?entityId=15214