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Contact Centre
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About the job
Job summary
The IPO is not a typical Call Centre, which is why we are called an Information Centre. We pride ourselves on helping and supporting our customers via conversations which are interesting and varied. Day to day you will be answering calls and responding to emails, as well as transferring complex queries to the appropriate departments. Though telephone experience is desirable, our focus is on recruiting staff that love speaking to our customers and can tailor their approach to deliver a quality service.
The Information Centre will also be at the forefront of helping deliver the IPOs new services during Transformation. This will involve supporting customers through the onboarding process with the upcoming OneIPO service.
This fast-paced advisor role is a brilliant opportunity to learn about all areas of Intellectual Property. The working hours are shift based to ensure adequate cover of phone lines 9am-5pm, as well as time to solely focus on email enquiries. There is also occasional opportunity of assisting customers visiting the office.
The Information Centre is the heart of the IPO, so this role is key in supporting the business in delivering for our customers. This will be achieved through a culture of accountability, respect, Continuous Improvement and our desire to continue to deliver excellent services for our customers. We also capture data post call to help inform us of our customer base and focus our improvement work.
Working location
This role will be carried out in-line with IPO Hybrid working arrangements where staff are currently expected to attend the office 1 day per week, or equivalent if part-time, on-site at our Newport office.
Please note that the frequency of workplace attendance for IPO staff is currently under review and may be subject to change.
Job description
- Dealing with a broad range of queries from a diverse customer base, from general IP to processing of applications via telephone and email. Forwarding complex calls and emails to the relevant department.
- Dealing with customer account queries, supporting with password resets and user errors via telephone and email. Logging and forwarding complex queries as required.
- Receiving new complaints and complex queries, escalating when necessary, drawing on the right experts.
- Booking visitor appointments to the office.
- Collating data and obtaining customer permissions to feed into the wider organisation.
- Maintaining a continuous improvement mindset by keeping up to date with CI practice and playing an active role in generating and supporting ideas.
- Developing and expanding knowledge via meaningful learning, adopting a personal growth mindset.
- Supporting the delivering of training and buddying when required to lead by example.
- Participating in wider team, directorate, and corporate initiatives. Occasionally supporting other areas with workloads taking a One IPO approach.
All teams in the Business Operations Directorate work together to ensure that we deliver excellence for our customers Intellectual Property journeys, therefore there may be a need for staff to support other teams in the Business Operations Directorate where there is a business requirement.
Person specification
Behaviours
We’ll assess you against these behaviours during the selection process:
Benefits
Benefits of working with the wider IPO:
- A very generous pension scheme with 26.6% employer contributions. Further information can be found around the benefits of joining the Civil Service can be found via the Civil Service Pension Scheme page;
- 25 days annual leave moving to 30 days in annual increments (1 day per year) over 5 years of reckonable service. You will also get 8 days public leave and 1 day privilege leave;
- The opportunity to form part of our many inclusive network groups, find out by looking at Disability Jobs, BME Jobsand LGBT Jobs
- A variety of support functions including our excellent Staff Counselling Service which is a source of support for all staff at the IPO
- A flexible working scheme which has no core hours and excellent opportunities for home, part-time and term-time working;
- Eligibility for special and office-wide bonus payments
- Excellent development opportunities;
- Opportunities for secondments, both internal and external;
- Opportunities to join many civil-service clubs such as the Sports and Social Association, Motoring Club (CSMA), which provide numerous discounts to members
When working at Concept House, Newport the following benefits are also available:
- Free car parking is available on site;
- On-site facilities including gymnasium, shop, restaurant
Please note that benefits may be subject to change.
Things you need to know
Selection process details
How to apply
- In order to capture your employment history please complete the employment history box under the ‘Your CV’ section of the online application form.
- All communications will be electronic therefore it is vitally important that you check your Civil Service Jobs account regularly, as well as your spam/junk email folder
Pre-sift Testing
The following pre sift test(s) will need to be completed and passed before your application will be seen by the panel:
- Civil Service Judgement Test
- All listed behaviours will be assessed during the Civil Service Judgement Test.
- There are no time limits for the completion of tests.
- Please ensure you complete the test with enough time to fully complete and submit your application before the closing date.
- Full instructions will be given at the start of the test.
The deadline for completing the tests is the same as the application deadline: Tuesday 02 January 2024 at 23:55
Please ensure you leave yourself enough time to fill out the application after completing the tests.
Sift
An initial sift of applications will be carried out to create a shortlist.
This will be based on the evidence provided for the following Success Profile elements:
Experience
When completing your 500 word Personal Statement, please display how you:
- Pride yourself on customer service and gain a clear understanding of customers needs.
- Tailor communication to a customers level in writing or over the phone.
- Manage your time and work closely with colleagues to ensure work is delivered on time.
Interviews
If invited to interview Behaviour and Strength based questioning will be used.
Behaviours
The below behaviours will be assessed at interview:
- Managing a Quality Service
- Communicating and Influencing
- Delivering at Pace
- Working Together
Strengths
Strengths are the things that we do regularly, do well and that motivate us. We have selected the Strengths that are relevant for this role from the Civil Service Strengths Dictionary. You will be assessed against these during your interview using strength-based interview questions.
IMPORTANT: CVs sent direct to the IPO will not be accepted.
Interviews for this role will be carried out in person at our Newport Office.
The successful candidate would be expected to remain in the role for a minimum of 12 months before applying for another role.
If you require job-specific information, please contact
Name: Thomas Bushell
Email: Thomas.bushell@ipo.gov.uk
Telephone: 01633 811449
This post is being advertised to Internal, across Government and external candidates at the same time.
The IPO do not hold a sponsor licence, therefore if applicable please ensure your VISA enables you to work in the UK at the IPO without sponsorship.
Incomplete and/or late submissions will not be accepted or considered.
Should you have any queries or require any assistance in this matter, please contact the IPO Recruitment team at Recruitment@ipo.gov.uk prior to the closing of the post.
In line with Government guidance, successfully appointed candidates will need to provide documents for our Right to Work checks. Information on this will be sent within the invite to interview text.
Diversity Statement
The IPO is an inclusive employer where diversity is respected and differences valued. Our positive approach to diversity allows us to select the most suitable applicants free from bias on factors such as age, gender identity, sexual orientation, disability, ethnicity, religion, and many more protected characteristics.
If you require an adjustment at any stage of the recruitment process, then please let the recruitment team know via ; recruitment@ipo.gov.uk
Candidates to note
Please select the arrows below to drop down each heading for further information, alternatively you can contact recruitment@ipo.gov.uk;
Information on Fraud data base and childcare vouchers
Any move to the Intellectual Property Office 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
https://www.childcarechoices.gov.uk/
From 8 June 2020, The Intellectual Property Office is to provide a Fair Processing Notice to all new applicants after they have been successful at interview.
As one aspect of pre-employment screening, personal details (name, National Insurance Number and date of birth) will be checked against the Civil Service Resourcing Extract Internal Fraud database. Anyone included on the Internal Fraud Database will be refused employment unless they can demonstrate exceptional circumstances. The Intellectual Property Office will, on behalf of the vacancy holder, inform applicants when they are refused employment because of their inclusion in the Internal Fraud database.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
Terms & Conditions
Please note that IPO has updated its terms and conditions of employment as part of Civil Service Reform. It is the candidates responsibility to ensure they are aware of the Terms and Conditions they will adopt should they be successful on application.
Please see the attached Terms and Conditions document.
Voluntary Moves: If your pay (excluding allowances) is above the IPO maximum for the grade it will be capped at the IPO maximum for the grade when you transfer.
OGD loan or permanent transfers
Please note that due to the childcare changes introduced by HMRC in October 2018, employees going on loan/transferring to another government department that were in receipt of childcare vouchers in their previous department will not be able to continue receiving these post transfer.
For more information on the childcare schemes offered by IPO, please contact HRandPayrollteam@ipo.gov.uk
If moving internally on lateral transfer you will remain on your current base salary. Please note: All allowances are specific of individual roles and may not be transferable.
Pension information
Further information Civil Service pension schemes can be found here: https://www.civilservicepensionscheme.org.uk/.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles (opens in a new window).
Apply and further information
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Contact point for applicants
Job contact :
- Name : IPO Recruitment Team
- Email : Recruitment@ipo.gov.uk
Recruitment team
- Email : Recruitment@ipo.gov.uk
Further information
Complaints Procedure:
If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, please contact;
Penny Phillpotts
Intellectual Property Office,
Concept House,
Cardiff Road,
Newport,
NP10 8QQ
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission at: http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints/
