20514 - OPG Helpline Inbound Advisor – Contact Centre


Company:	Ministry of Justice
Salary:	£25,582
Hours:	Full-time
Location:	Nottingham, NG2 1AR
Working pattern:	Hybrid - 3 days remote
Job type:	Permanent
Posting date:	29 Jul 2026
Closing date:	14 Aug 2026

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Summary

Minimum 25 hours with First two weeks of classroom training at 37 hours.

Role: OPG Helpline Inbound Advisor – Contact Centre

Business: Office of Public Guardian (OPG)

Location: Nottingham

Grade: AO

Salary: £25,582

Contract Type: Permanent

Minimum Hours: Full & Part Time Working - 25 Hours

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

As a Contact Centre Advisor, you’ll act as the first point of contact on our helpline, supporting callers who need guidance with applying for or using a Lasting Power of Attorney (LPA). You’ll also assist with queries about registering and using an Enduring Power of Attorney (EPA). Your role is to provide impartial, general advice listening carefully, understanding each caller’s situation, and giving clear, accurate information to help them navigate the registration process and use powers of attorney confidently. This is strictly an inbound support role and does not involve any sales or outbound calling.

Duties and Responsibilities

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.

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.

You’ll receive 6 weeks of comprehensive training at our Nottingham office which will be full time (37 hours a week), followed by a further 2-month period of work-based training. After this, you’ll work in-office at least 2 days per week (subject to government guidance).

Why Join Us?

Make a real difference by helping people during important life decisions.

Be part of a supportive, inclusive team.

Access development opportunities and flexible working options.

Skills & Qualifications

Essential Skills

Experience in a customer service environment, either telephony‑based or face‑to‑face.

Strong communication skills both verbal and written.

Ability to make informed decisions based on evidence.

Competence with Microsoft Office tools (Word, Excel, Outlook, Teams).

Application process

This recruitment will follow the Civil Service Success Profile process. Candidates will be expected to provide a Personal Statement of Suitability of no more than 500 words in support of your application based on essential and desirable skills.

Should a large number of applications be received, an initial sift may be undertaken using the lead criteria.

Experience in a customer service environment, either telephony‑based or face‑to‑face.

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

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

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.

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