Ministry of Justice UK
23108 - Administration Officer (POAS)
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Job Description: Administration Officer – Day Shift
Business:
Office of the Public Guardian
Location:
Victoria Square House – Birmingham
Grade:
AO
Salary:
£25,582
Contract Type:
Permanent
Minimum Hours:
22.2hrs
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
The role advertised is for an Administration Officer based in Birmingham within Power of Attorney Services. There are various roles available across different departments, with duties including casework, administration (such as filing and post opening), quality assurance, registering documents and answering customer calls. Due to the nature of the work undertaken within the team, most roles will also involve regular manual handling activities.
Duties and Responsibilities
- Supporting and contributing to the aims, objectives and performance of the department to ensure the Business Plan targets are met. Providing best possible customer service, ensuring that all information is accurate, clear, easy to understand and timely.
- Being responsible for your own quality, regularly refreshing your technical knowledge and training, to maintain the highest standards. Update case management and management information systems to keep applications on track, colleagues informed and submitting your personal stats sheets accurately, reporting anomalies.
- Contribute to ‘smarter working’ by following procedures, providing constructive feedback where improvements and efficiencies can optimise customer experience. Participate and contribute in team meetings, developing working relationships across the business where needed.
- Act as a role model, demonstrating behaviours within the MoJ Leadership statement and being a flexible, supportive team member, with good time-management skills to prioritise work.
- Communicating clearly, being honest and transparent, making decisions that involve the relevant people at the right time.
- Most roles will require a degree of communicating with customers by telephone, email or letter to answer questions and enquiries, or to request further information relating to their application. Most roles will also involve some degree of manual handling as part of day-to-day duties.
- Communicating with your team within a remote-working environment (MS Teams). Some roles may include an element of remote working. Communicating effectively with your team in an office-based environment. The majority of roles require attendance in the office five days a week, with limited opportunities for remote working depending on the role.
- Being responsible for your own learning and development with the support and guidance of your line manager and developing a knowledge of HR policies which you will be expected to abide by.
- Answer inbound telephone calls from external customers in a helpline centre environment, providing appropriate responses to customer queries and escalating requests to other teams where appropriate. You will act as point of contact for the customer, dealing with enquiries in a professional and courteous manner.
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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.
Majority of roles will require full-time office attendance.
As a flexible employer we will consider part-time requests. (Part time is a minimum of 22.2 hours a week), however during training this may be on a full-time basis.
Skills & Qualifications
Essential Skills
- Ability to carry out manual handling activities in line with health and safety legislation.
- Experience of using Microsoft computer packages, i.e Word, Excel and Outlook.
- Proficiency in written and oral communication as telephony work will be required.
- Experience dealing with customers.
- Ability to make and communicate informed decisions based on evidence.
Desirable Skills
- Experience of working in an operational delivery area or administration role.
- Experience of working in a compliance environment.
Application process
This recruitment will follow the Civil Service Success Profile process. Candidates will be expected to complete the following as part of the application:
- Statement of Suitability (up to 500 words) demonstrating how you meet the essential criteria.
- Behaviour statements of no more than 250 words against the following Behaviours, at level 1
- Managing a Quality Service
In the event of a high number of applications, the lead criteria will be your behavioural example on Managing a Quality Service.
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
- The following Behaviours at Level 1
- Managing a Quality Service
- Working Together
- Your Experience of IT Skills
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.
Skilled Worker Visa
This role is not eligible for new Skilled Worker visas in accordance with the current immigration rules.
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From 22 July 2025, the Government introduced changes to the Skilled Worker visa route.
The department cannot consider sponsoring you for this role unless you have held a Skilled Worker visa prior to the 22 July 2025 changes. If you have held a Skilled Worker visa continuously, please raise this during your vetting checks and eligibility will be assessed in accordance with the immigration rules and transitional provisions in place.
If you are applying for this role and you have not held a Skilled Worker visa prior to the 22 July 2025 changes, you will need to consider your options for obtaining and/or maintaining your right to work in the UK in light of these changes. Successful applicants must ensure they have and maintain the legal right to live and work in the Civil Service and in the United Kingdom.
For further information on benefits of working for OPG, such as our Flexible Working Policy and a FAQ, please check the candidate information pack attached to this advert.
If your application for this role is unsuccessful, we may offer you an alternative role at the same or lower grade should one be available.
Working Arrangements & Further Information
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 role: all successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) – See Map. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity).
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 its location’s respective pay scale (any legacy arrangements/locations will need to be amended).
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.
Flexible working hours
The Ministry of Justice offers a flexible working system in many offices. Standard
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