Edinburgh, Leeds
Job Summary
The Insolvency Service is a leading Government agency which plays a crucial role in providing essential services to the public and to business. The work we do is important to the proper functioning of markets, the economy in general and support for thousands of people each year who are in financial difficulty.
The Real Time Officer is responsible for the scheduling and monitoring of Customer Service Agent availability to meet the demand of the contact centre. The post holder is also responsible for changes and management of contact centre technologies and the production and distribution of management information/statistics.
In line with the agency’s One Service approach, the successful applicant will also be responsible for supporting other directorates with the duties listed below and with other duties suited to their grade as required by their line manager.
Inclusive and diverse teams are important to us. We welcome and encourage applications from everyone, including groups underrepresented in our workforce. The Insolvency Service strives to ensure that the agency is a safe, inclusive and welcoming place for everybody to bring their true self to work and to help the agency to achieve its diversity objectives. We have 10 active employee network groups available to join or become an ally, these include, Carers Network, Disability & Health, FACES Network Group, Grass Roots, LGBT+, Mind Matters, No Limits, Part Time Workers, The Shed, and Women’s Network Group.
We offer full-time, part-time, job share and flexible ways of working. We value capability, technical skills and experience and we place great emphasis on lifetime development to support our people. We encourage our employees to become more involved in areas they feel strongly about, whether it be for the benefit of the agency, through our Engagement network or in their own local communities via volunteering opportunities.
The Insolvency Service is a great place to work, learn and grow your career!
Job Description
The role of the Real Time Officer within the Customer Service Team offers the exciting opportunity for an enthusiastic person to be part of a modernised approach to handling email and telephone contact as well as other potential channels of communication with our customers.
Responsibilities
The key responsibilities of the post are as follows:
1. To create a schedule to manage sufficient resource to deliver telephony and administration customer contact to agreed targets.
2. To monitor and update the schedule to deal with fluctuations in available resource and demand.
3. To report against operational service standards, including volume, average handling time, staff adherence and forecast accuracy across all service lines.
4. To support the consistent, appropriate and accurate use of the phone system by actively correcting advisor behaviours in real-time.
5. To influence service standard outcomes by working in conjunction with Office Managers to help support advisors in meeting agreed standards.
6. To support the Management Team by providing insight and management and statistical information.
7. To work in conjunction with wider management team to create best practice to improve team performance.
Person Specification
The successful candidate will be able to demonstrate the following:
1. Be able to manage people and resources in order to maximise performance
2. Excellent analytical, organisation and communication skills
3. Ability to work under pressure and manage competing priorities
4. Work using your own initiative and to deadlines
5. Ability to review large data sets in order to make informed decisions
6. Experience of using Case Management Systems and proficient in Microsoft Office suite of applications
7. Experience with PowerBI is desirable but not essential
Behaviours
We'll assess you against these behaviours during the selection process:
1. Changing and Improving
2. Delivering at Pace
3. Making Effective Decisions
Benefits
We want you to have a good work-life balance and want to support you in all that you do, so we offer a great benefits package including:
1. Flexible working arrangements and flexi-time
2. Full time new entrants to the Civil Service and those Civil Servants on modernised terms and conditions will be entitled to 25 days leave increasing on a sliding scale to 30 days after 5 years’ service
3. In addition to this you are entitled to 8 public/bank holidays plus an additional day of privilege leave
4. Competitive maternity, paternity and parental leave
5. 5 days paid leave for learning and development
6. 5 days paid for volunteering
7. A Cycle to work scheme
8. Staff have access to an employee assistance programme, Workplace Wellness, for confidential, independent support and advice during difficult times in either their professional or personal life
Selection Process Details
This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience.
As part of the application process, you will be asked to complete a 500-word personal statement and will be assessed on the behaviour Changing and Improving. Further details around what this will entail are listed on the application form.
Your personal statement should be no more than 500 words and should explain how you consider your personal skills, qualities and experience provide evidence of your suitability for the role, with particular reference to the essential criteria and our values within the person specification.
Should a large number of applications be received, an initial sift may be conducted using the Personal Statement. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to interview.
We will test your behaviour and experience as part of the application process, and if successful, you will be invited to a short interview where we will test your behaviours and strengths. Full details of the selection process will be made available to shortlisted candidates once the sift has been completed.
Expected Timeline (subject to change)
Sift – w/c 30/04/2025
Interview – w/c 12/05/2025
Location - MS Teams
Candidates are asked to note the above timetable, exercising flexibility through the recruitment and selection process.
Your interview will either be conducted face to face or by video. You will be notified of this if you are selected for interview. Candidates are asked to note the above timetable, exercising flexibility through the recruitment and selection process.
Use of AI
Candidates must ensure that their applications, including personal statements and behaviour examples, are truthful and factually accurate. Please note that plagiarism can include presenting the ideas and experience of others, or generated by artificial intelligence, as your own.
Visa Applicants
To sponsor a candidate under the Skilled Worker visa, a sponsorship licence is required. The Insolvency Service does not currently hold this licence and therefore, cannot legally sponsor Skilled Worker visa applicants.
Further Information
A reserve list may be held for a period of 12 months from which further appointments can be made.
Any move to Insolvency Service from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at visit the Childcare Choices website.
If successful and transferring from another Government Department a criminal record check may be carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service/Disclosure Scotland on your behalf.
However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.
For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk
New entrants are expected to join on the minimum of the pay band.
Transforming Workplaces
The Insolvency Service is currently delivering an exciting five-year transformation project that started in April 2022 which will define our future direction supporting a gradual migration to a Regional Centre model combined with smarter ways of working. As part of this, transforming our estate will align us with the government modernisation programmes making The Insolvency Service a great place to work.
We are letting you know about our future plans because if you are joining the Insolvency Service and are recruited into an office over the next five years that is not one of the Regional Centres, you will be expected to move to one of the Regional Centres in the future. This move would not attract financial assistance.
Hybrid Working
Insolvency Service operates a hybrid working policy subject to business need, giving people the flexibility to choose when and where they work and collaborate with others.
Individuals are expected to work from one of the office locations stated in the advert to connect with their colleagues, as required by their role and business team needs. There is flexibility to split the working week, spending a minimum of 60% in the workplace, which includes the office, site visits, court etc.
Reasonable Adjustment
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
Contact Government Recruitment Service via Insolvencyrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
Complete the ‘Assistance required’ section in the ‘Additional requirements’ page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Feedback
Feedback will only be provided if you attend an interview or assessment.
Contact Point for Applicants
Job Contact
* Name : Alan Hamilton
* Email : Alan.Hamilton@Insolvency.gov.uk
Recruitment Team
* Email : InsolvencyRecruitment.grs@cabinetoffice.gov.uk
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