23170 - Senior Duty Manager (Unit Manager )

Job description

Role: Senior Duty Manager (Unit Manager )

Business: Office of Public Guardian (OPG)

Location: Birmingham and Nottingham

Grade: HEO

Salary: London: £40,014 - £42,859 National: £35,335 - £37,847

Contract Type: Permanent

Minimum Hours: Minimum 30 hours per week

Organisational Overview

The Office of the Public Guardian (OPG) protects people in England and Wales who may not have the mental capacity to make certain decisions for themselves, such as about their health and finance. We are an Executive Agency of the Ministry of Justice (MoJ), set up in 2007 following the introduction of the Mental Capacity Act of 2005.

OPG is responsible for registering lasting powers of attorney (LPA) and enduring powers of attorney (EPA) and supervising deputies who are appointed by the Court of Protection.

OPG is a fantastic place to work offering a range of development opportunities. The OPG is a disability confident employer and is committed to developing a supportive and inclusive environment that reflects the diverse community we serve.

OPG is currently delivering an ambitious transformation programme. This will change the way we provide services and help us meet the growing needs of our users, partners and our stakeholders. It will make sure our users experience a better level of support and will help us to respond to the changing needs of society. Transformation will ensure we can better support adults at risk and create high-quality services that are accessible and affordable.

Team Overview

The Duty Managers team are an essential resource for the POAS Customer Support Centre and other call handling teams with a broad range of responsibilities. The team responds to live queries from call-handling agents, using a combination of quick, analytical thinking and a solid understanding of OPG processes.

The desk acts as a central point of contact between the Contact Centre, Email Correspondence and the rest of the business, and effective communication with call-handling agents and other key stakeholders is an essential part of the role.

As a DM Unit Manager, you will lead a team of 4–5 Executive Officers (EO) , some of whom manages a group of Administrative Officers (AOs) responsible for handling queries on the phones and delivering an excellent customer experience.

You will oversee performance, support staff development, and foster a positive and inclusive culture across the unit. As a visible and approachable leader, you will champion change, encourage innovation, and ensure that the customer experience remains at the heart of everything we do.

Duties and Responsibilities

- You will support and contribute to the aims, objectives, and performance of the Power of Attorney Services department to ensure delivery targets, as set out in the Business Plan, are met.

- You will have the ability to adapt to differing business needs quickly, monitoring progress against targets and measures; proactively addressing resource and delivery pressures, taking a proportionate approach to risk, problem solving, adherence and assurance.

- You will plan and forecast resources in order to deliver operational objectives with the proper and efficient use of resources.

- You will organise and participate in team meetings, developing close working relationships across POAS and the wider organisation.

- You will act as a role model for staff, demonstrating behaviours within the MOJ Leadership statement and the organisation’s values.

- You will be clear, honest, and transparent in your communication and management, making decisions that involve the relevant people at the right time, involving frontline staff in decision making where able.

- You will be responsible for, and be open and comfortable with, leading and engaging your team through periods of change. You will deliver change and communication through being a positive, visible, approachable leader, inspiring trust by tackling difficult issues, obtaining feedback, and creating a culture of innovation.

- You will proactively develop and manage talent by promoting a learning environment to maximise team and individual performance and development e.g. taking responsibility in supporting staff through the appropriate training.

- You will take responsibility for your own learning and development with the support and guidance of your line manager.

- You will positively promote and implement diversity and equality of opportunity in all areas of work supporting initiatives within the organisation.

- You will have a strong knowledge of HR policy where you will identify poor performance, attendance and conduct issues adopting a coaching style, for resolution, acting as appropriate in accordance with MOJ policy, whilst also recognising positive performance using reward and recognition schemes.

- You will contribute to the development of smarter working across the department, reviewing more efficient, flexible, and convenient ways of working, exploiting digital channels where possible.

- You will take reasonable care for the health and safety of others and abide by relevant Health and Safety Procedures and policy.

- You may be asked to undertake ad hoc projects as agreed with the Operational Delivery Manager which are commensurate with the skill set of this post.

- Providing direct line management of a team of Duty Managers, offering guidance, support and performance oversight.
- Responsible for the management and updating of the Contact Centre Guide and co-ordinating with the technical training team to support onboarding and refresher training for staff.
- Responsible for overseeing the Duty Managers shared mailbox and ensuring that all queries are responded to promptly and effectively.
- Ensure the OPG contact service is proactively managed to minimise downtime to daily operations; reduce risks and business goals are achieved. M anage the operational usage of the OPG contact centre solution ensuring it meets the needs of OPG customers and internal users.
- Contribute to regular reviews of the OPG contact centre solution, making changes to the solution and ensuring it evolves with technological advancements, the changing needs of OPG customer and meets business needs.
- Identify, escalate and support the resolution of issues affecting business continuity and service performance. Working collaboratively with internal/external stakeholders and suppliers to find technical solutions to problems, learn lessons and continuously improve.
- Support staff and teams within the business with preparations for changes to the contact centre service, applying appropriate change control and recording of changes.
- Capturing, analysing and reporting on management information (MI), Genesys platform and customer insight data to inform strategic decisions and improve service delivery.
- Continually develop and maintain own technical expertise and build the knowledge, skills and capability of others.
- Producing regular performance reports and dashboards by analysing data to create compelling evidence-based and actionable data stories to inform senior stakeholders and improve OPG Performance.
- Develop and leverage data insights through innovative analysis, producing interactive dashboards to identify trends and inform Areas service improvements.

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.

This role is advertised as hybrid working which will require regular travel to your Home office, either Victoria Square House or Nottingham Office, at Embankment house

Travel to OPGs other office (Embankment House or Victoria Square House) may be occasionally required.

The candidate should expect to work the same opening hours as the Contact Centre, Monday to Friday 9am-5pm.

OPG Flexi-time is still operated in the Contact Centre, however it is limited by the nature of the opening hours of the Contact Centre.

The postholder will be analytically minded and inquisitive with well-developed skills of critical analysis. You will be required to be a team player and to work flexibly across priorities. You will have a learning and growth mindset and will be supported to develop your skills and experiences in the role

Skills & Qualifications

Essential Skills

- Proficiency in Power BI or similar software, including creating interactive reports and visualisations (Lead criteria)

- Strong analytical and interpretation skills with a sound ability to analyse, interpret and utilise data (Lead criteria)

- Excellent interpersonal, verbal and written communication skills, with the confidence lead communications, and effectively explain change to diverse audiences. with the ability to engage effectively with internal and external stakeholders at all levels. ( Lead Criteria )

- Ability to identify and investigate data quality issues, drawing on both technical analysis and business insight.

- Excellent stakeholder engagement skills and the ability to present your work, whether dashboards, presentations or reports to senior leaders.

- The ability to managing a varied workload, prioritising effectively and reacting to changing circumstances.

- Ability & confidence in handling challenging conversations to deliver a positive outcome.

- Strong, inclusive leadership skills, with experience and interest in developing yourself and those you manage, as well as being committed to improving organisation’s

Desirable Skills

The below criteria are desirable only. These will not be assessed throughout the recruitment process but will be used in the event of tied scores between candidates.

- Previous experience of working with performance data tool (Genesys)
- Experience in delivering /implementing innovative solutions to meet business needs and ensure quality is maintained and enriched.

- Previous experience of working in an analytical role

Application process

This recruitment will follow the Civil Service Success Profile process. Candidates will be expected to complete the following as part of the application:

- Statement of Suitability of no more than 750 words, to demonstrate your experience against the essential and desirable skills required for this role.

Should a large number of applications be received, an initial sift will be conducted on the lead criteria:

- Proficiency in Power BI or similar software, including creating interactive reports and visualisations (Lead criteria)

- Strong analytical and interpretation skills with a sound ability to analyse, interpret and utilise data (Lead criteria)

- Excellent interpersonal, verbal and written communication skills, with the confidence lead communications, and effectively explain change to diverse audiences. with the ability to engage effectively with internal and external stakeholders at all levels. ( Lead criteria )

Interview Process

If you are successful at sift, you will be invited to an interview which will use the Civil Service Success Profiles. At interview, candidates should expect questions on:

- Strengths relevant to the role
- The following Behaviours at Level 3:

- Communicating and Influencing (Lead criteria)
- Leadership
- Making Effective Decisions
- Working Together

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.

Additional Information

Working Arrangements & Further 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). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.

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: All successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) – See Map . All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity).

For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location’s respective pay scale (any legacy arrangements/locations will need to be amended).

Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.

MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.

All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ 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 MoJ’s Flexible Working policy.

Benefits

The MoJ offers a range of benefits:

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.

Pension

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

Training

The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

Networks

The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.

Eligibility

Staff on fixed term appointments must have been recruited through fair and open competition.

Vacancies advertised “cross-government” are only open to all Civil Service employees and employees of accredited non-departmental public bodies (NDPBs) who were appointed on merit following a fair and open competition; or were appointed to a permanent post through an exception in the Civil Service Commissioners' rules.

Support

- A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
- Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
- For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on www. www.GOV.UK (https://www.gov.uk/help-with-childcare-costs/tax-free-childcare) or Childcare Choices (https://www.childcarechoices.gov.uk/) . You can determine your eligibility at https://www.childcarechoices.gov.uk/ .
- Paid paternity, adoption and maternity leave.
- Free annual sight tests for employees who use computer screens.

Working for the Civil Service

The Civil Service Code 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 . Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

- To Transformative Business Services (0345 241 5359 (Monday to Friday 8am - 6pm) or e mail [email protected] (mailto:[email protected]) );
- To Ministry of Justice Resourcing team ( [email protected] (mailto:[email protected]) );
- To the Civil Service Commission (details available here (https://civilservicecommission.independent.gov.uk/recruitment/recruitment-complaints/) )

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. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the TBS Recruitment Enquiries Team.

For more information on applying for a role as a candidate with a disability or long-term condition, please watch our animated videos .

Diversity & Inclusion

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

Redeployment Interview Scheme

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'.

MoJ is able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidates will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.

Civil Service Nationality Rules

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) https://www.gov.uk/settled-status-eu-citizens-families (https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.gov.uk%2Fsettled-status-eu-citizens-families&data=05%7C01%7Cchristopher.jeffery%40soprasteria.com%7C8a2293860362402c15da08dbf4cff146%7C8b87af7d86474dc78df45f69a2011bb5%7C0%7C0%7C638372946312587803%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=s%2BxUsev%2BGeeK%2FLgTUjpjfTJu%2FjpKQZ%2BQPJXNduvik3Q%3D&reserved=0)
- 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) https://www.gov.uk/government/publications/nationality-rules

Reserve list

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles.

Contact Information

MoJ:

If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail [email protected]

Please quote the job reference 23170

HMPPS

If you require any assistance please call 0345 241 5358 (Monday to Friday 8am - 6pm) or e mail [email protected]

Please quote the job reference 23170

### Guidance for the Statement of Suitability
This recruitment will follow the Civil Service Success Profile process. Candidates will be expected to complete the following as part of the application:

• Statement of Suitability of no more than 750 words, to demonstrate your experience against the essential and desirable skills required for this role.

Should a large number of applications be received, an initial sift will be conducted on the lead criteria:

• Proficiency in Power BI or similar software, including creating interactive reports and visualisations (Lead criteria)

• Strong analytical and interpretation skills with a sound ability to analyse, interpret and utilise data (Lead criteria)

• Excellent interpersonal, verbal and written communication skills, with the confidence lead communications, and effectively explain change to diverse audiences. with the ability to engage effectively with internal and external stakeholders at all levels. (Lead criteria)
Strengths will be assessed but these are not shared in advance. To learn more about Strengths and how they are assessed please click here (https://www.gov.uk/government/publications/success-profiles/success-profiles-strengths).

Use of Artificial Intelligence (Al)

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 for more information on appropriate and inappropriate use.