OPG Helpline Advisor-Inbound

• 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.

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

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. 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 to its location's respective pay scale.

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.

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.

• 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).

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

Your Experience of telephony based customer service role and suitability for the role.

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…