Arc Team Officer

Details : Reference number :

• 238328 Salary :

• £25,619- per annum. Rising to £25,876 per annum on successful completion of probation. Grade :

• Executive Officer- B3 Contract type :

• Permanent Business area :

• OFSTED - People and Operations Type of role :

• Administration / Corporate Support

• Business Management and Improvement

• Contact Centre

• Other Working pattern :

• Full-time Number of posts :

• 2Contents

Location

About the job

Benefits : Things you need to know

Location

• Piccadilly Gate, ManchesterAbout the job

Summary :

• The Application, Regulation and Contact Department (ARC) comprises of Applications, a Regulatory team, complaints against schools and a Contact Centre. The department deals with a high volume of queries and communications from a diverse range of internal and external stakeholders including head teachers, local authorities, childcare provisions, parents and the general public. The department is the first point of contact at Ofsted delivering excellent customer service and playing an integral role in raising standards for children, young people and learners. Job description :

• Please refer to the job specification for further information. Responsibilities :

• The key responsibilities of the role are outlined below. However, this is an overview of the role and is not exhaustive. Ofsted reserves the right to assign other duties commensurate with the B3 grade as required.- To communicate with your team, ensuring team members are aware of and understand issues relating to their roles, and to encourage open communication across the organisation, welcoming feedback. To encourage a culture of continuous improvement by promoting the open questioning of work practices and identifying appropriate actions.

• To enhance the performance of individuals through regular feedback and coaching, recognising and developing potential amongst your team. To promote the Ofsted beliefs and values.

• To champion the customer’s cause by encouraging team members to identify root causes of customer issues and resolve them through changes to organisation practices.

• To ensure Ofsted objectives are met and appropriate opportunities are identified to maintain high standards. To monitor advisers performance using all available data, taking ownership of team results and ensuring KPIs and service standards are achieved.

• To be proactive in communicating changing priorities in resources within your team, in order to meet departmental service levels.

• To maintain a safe and secure physical working environment, and promote the provision of health and safety conscious work practices.

Behaviours : We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Communicating and Influencing
• Developing Self and Others
• Seeing the Big Picture

Technical skills : We'll assess you against these technical skills during the selection process:

• Experience in performance management of team in a high volume contact centre/data processing or customer service environment.
• Success in delivering projects and meeting operational targets and objectives within well-defined policies and frameworks.

Benefits : Ofsted operates a hybrid working approach, allowing colleagues to benefit from time in the office, with the flexibility also to work from home. Our expectation is that you will spend at least 60% of your time working in your office, or at external meetings or events. The exact balance will depend on the nature of your role and the suitability of your home environment, and will be discussed and agreed with your line manager.

The hours of operation are 8am - 6pm Monday to Friday and Team Officers work a variety of shifts to cover this. Some functions/teams within ARC do not operate flexitime though other working options may be considered.

Ofsted is committed to maintaining employee health and wellbeing, whether it is physically, emotionally, financially or socially, and offers a range of benefits to support employees in this. Such benefits include the option to join the Civil Service Pension Scheme, professional and personal development opportunities, 32.5 annual leave days per annum (plus eight days public holiday) and access to counselling and advisory services.

Any move to Ofsted 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 here.

Things you need to know

Security :

• People working with government assets must complete basic personnel security standard checks. Selection process details :

• This vacancy is using Success Profiles, and will assess your Behaviours, Experience and Technical skills. Shortlisting : Interview : At the interview stage, you will be assessed on the listed behaviours and experience as set