22930 - Contact Centre Unit Manager

Role: Contact Centre Unit Manager

Business: Office of Public Guardian (OPG)

Location: Birmingham and Nottingham

Grade: HEO

Salary: 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 POAS Contact Centre in Nottingham/Birmingham provides front‑line support to our service users through high‑quality call handling and customer service. As a Unit Manager, you will lead a team of 4–5 Team Leaders, each of whom manages a group of around 9–10 Administrative Officers (AOs) responsible for handling calls 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 be responsible for accurate and quality processing in order to reduce re-work and to ensure a high level of customer service. You’ll oversee feedback from complaints and lessons learnt for your business area, as well as reviewing processes and making recommendations for improvement with the customer experience at the heart of everything we do.
• 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.

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.

Skills & Qualifications

Essential Skills

• Demonstration of ability to understand, interpret, apply (and coach others) on HR policies and procedures appropriately within an operational environment (Lead)
• Strong interpersonal, verbal and written communications skills, with experience of delivering training, leading communications and explaining change effectively to diverse internal and external colleagues at all levels (Lead)
• Experience in supporting the resolution of workplace disputes and promoting a positive working environment to achieve positive outcomes
• Ability to analyse statistical data and make informed decisions
• Ability to manage competing priorities, adapt to changing circumstances and deliver effectively under pressure
• Strong, inclusive leadership skills, with experience and interest in developing yourself and those you manage, as well as being committed to improving organisation’s processes. (outside of own business area)
• Ability to manage competing priorities, adapt to changing circumstances and deliver effectively under pressure
• Ability to analyse statistical data and make informed decisions and long-term thinking

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

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:

• Demonstration of ability to understand, interpret, apply (and coach others) on HR policies and procedures appropriately within an operational environment (Lead)
• Strong interpersonal, verbal and written communications skills, with experience of delivering training, leading communications and explaining change effectively to diverse internal and external colleagues at all levels (Lead)

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 HEO Level:-
• Communicating and Influencing (Lead Behaviour at interview) - HEO
• Leadership - HEO
• Making Effective Decisions - HEO
• Working Together – HEO

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.