Family Services run national services for HMPPS, including Family Services Visit Booking, Help with Prison Visits, Find a Prisoner and the HMPPS Victim Helpline/Unwanted Prisoner Contact. 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.
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/Unwanted Prisoner Contact 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.
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/UPC 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.