Role
Administration Officer – Office of Public Guardian (OPG)
Location: Victoria Square House, Birmingham
Grade: AO, Contract: Permanent
Organisational Overview
The Office of the Public Guardian (OPG) is an Executive Agency of the Ministry of Justice that protects people in England and Wales who may not have the mental capacity to make decisions about their health and finance. OPG registers lasting powers of attorney (LPA), enduring powers of attorney (EPA) and supervises court‑appointed deputies.
OPG is committed to a diverse and inclusive workplace and is a Disability Confident employer.
Team Overview
The Power of Attorney Services (POAS) processes incoming applications, meeting service levels and performance indicators within the Operations directorate.
Duties and Responsibilities
- Support and contribute to meeting department business‑plan targets and deliver high‑quality customer service.
- Maintain accurate case records, manage information systems, provide timely updates and submit required statistics.
- Identify and implement improvements to enhance customer experience and promote smarter working.
- Participate in team meetings and develop working relationships across the organisation.
- Act as a role model of the MoJ Leadership Statement, demonstrating flexibility, support, good time‑management and prioritisation.
- Communicate clearly, honestly and transparently with customers via telephone, email or letter and, where appropriate, with other teams.
- Handle inbound telephone calls in a helpline environment, acting as the first point of contact.
- Maintain personal learning and development, working with line manager and adhering to HR policies.
Skills & Qualifications
- Proficient computer skills – Word, Excel, Outlook.
- Strong written and verbal communication, especially in telephony work.
- Prior experience delivering excellent customer service.
- Experience working in an operational delivery or compliance environment.
- Ability to work flexibly and take on varied responsibilities.
- Effective planning, organisation and time‑management skills.
Application Process
The recruitment uses the Civil Service Success Profile. Candidates must provide two 250‑word statements: Managing a Quality Service (Level 1 – Lead) and Working Together (Level 1).
Interview Process
- Interview conducted remotely via MS Teams.
- Questions will focus on strengths, behaviours (Managing a Quality Service, Working Together), and experience of IT usage.
- Feedback will be provided only if the interview is attended.
Reasonable Adjustments
OPG recognises all applications on merit and will make reasonable adjustments throughout the selection process. As a Disability Confident employer, a guaranteed interview is offered to suitable disabled candidates.
EEO Statement
The Office of the Public Guardian is an equal opportunity employer. We welcome applications from all backgrounds, including those with disabilities, ethnic minorities and veteran status.
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