Acas Adviser (Manchester) *** Deadline extended

Details

Reference number

294512

Salary

£25,161 - £26,904 CS Pay policy applies

Job grade

Executive Officer Grade 10

Contract type

Permanent

Business area

ACAS - Advice and Business Solutions

Type of role

Contact Centre

Working pattern

Full-time, Part-time

Number of jobs available

3

Contents

Location

About the job

Benefits

Things you need to know

Apply and further information

Location

Manchester Office with an element of working from home. Please be aware that this role can only be worked in Great Britain and not overseas. You will be asked to express a location preference during the application process. Informal hybrid arrangements are available and the balance between home and workplace working is to be agreed with the line manager to achieve the right balance between collaboration, in-person engagement and flexibility.

About the job

Job summary

Acas is at an exciting time as we change our structure, ways of working and culture to be fit for the future.

The Acas Advice & Business Solutions Service is often a customer’s first experience of Acas. People generally contact Acas when they have encountered a problem at work and need advice and guidance on what options are available to help resolve the problem. Our customers can range from those who are HR professionals with a lot of experience, through to extremely vulnerable workers at risk of exploitation.

As an Acas Adviser, you will provide excellent customer service (primarily by telephone), to anyone who needs employment law or workplace advice, including employers, employees and workers.

You will:

• Deliver impartial employment law advice to the required standards across relevant channels, tailoring it to individual needs
• Ask relevant questions to establish the root cause of an issue to ensure appropriate advice is provided
• Identify appropriate options and next step guidance for the customer
• Refer customers to other Acas areas or other government services
• Promote Early Dispute Resolution

Job description

• The effective and efficient delivery of impartial employment law advice through appropriate channels to agreed call quality standards
• Promoting the benefits of early dispute resolution, influencing callers appropriately
• Identifying appropriate referrals, both to other Acas services and to external organisations such as the enforcement agencies
• Maintaining and developing own knowledge and skills through Continuous Professional Development (CPD)to ensure high-quality advice and service is provided to customers
• Effectively engage in coaching, and other activities to maintain and enhance performance in the role
• Collaborate effectively with colleagues to share knowledge and expertise
• Collate accurate data regarding the nature of customer calls
• Promote customer participation in the Customer Survey to contribute to Acas’s organisational understanding of our customers
• Manage own time effectively through the principles of “right place, right time” to contribute to the effective delivery of a point of demand service
• Acting independently, impartially, confidentially and with sensitivity always, and in accordance with Acas's Diversity and Fairness policy and Acas's Guiding principles.

Who we are

Acas exists to make working life better for everyone in Britain. We are the experts in workplace matters, we’re impartial, so we’re not on anyone’s side. That means we’re working for everyone to help prevent and resolve workplace issues.

Acas helps employers and employees by providing information, advice, training, conciliation and other services that prevent or resolve workplace problems.

Acas has been recognised for its Diversity and Inclusion in the workplace from the Employers Network for Equality and Inclusion awards – Disability Confident Highly Commended; Pay Gap award winner and Overall winner for public sector organisations. Acas is committed to providing services and developing policies which embrace diversity, promote equality of opportunity and eliminate unlawful discrimination.

Person specification

Experience

Essential Criteria:

• Strong verbal communication skills
• Motivated and committed to providing good customer service
• Good influencing skills
• Emotional intelligence and resilience
• Ability to work at pace

Desirable Criteria:

• Telephony Experience
• Previous contact centre or customer service experience

Behaviours

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

• Communicating and Influencing
• Managing a Quality Service
• Developing Self and Others
• Making Effective Decisions

We only ask for evidence of these behaviours on your application form:

• Communicating and Influencing
• Managing a Quality Service
• Developing Self and Others

Benefits

We’re big believers in rewarding people for the amazing work they do, take a look at some of the fantastic benefits we offer:

Learning and Development
Health and wellbeing
Pension scheme
Cycle to work scheme
Childcare schemes
Interest free season ticket loans
Volunteering opportunities

Could you ask for any more?

You’ll have access to a Life style website, were you’ll be able to grab savings over a wide range of products from holidays to your weekly shop.

To find out more please check out

Working for Acas

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours.

Please click on the 'Apply now' button.

Please complete the Behaviours in no more than 250 words for each.

If a large number of applications is received, the lead behaviour ‘Communicating and Influencing’ will be assessed during sift.

Initial shortlisting at application stage will be on these behaviours:

• Communicating and Influencing
• Managing a Quality Service
• Developing Self and Others

Interview Details

If you have successfully passed sift, you will be invited to an interview via MS Teams which is likely to take place on week commencing 17 July 2023 to 28 July 2023. The interview will be on these Behaviours:

• 
  Communicating and Influencing
• Managing a Quality Service
• Developing Self and Others
• Making Effective Decisions

A reserve list will be created for this position, this means that if you have passed the interview, but we couldn’t offer you this position, you’ll be on a reserve list for 12 months if a similar position becomes available.

If a person with disabilities is put at a disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes. If you need a change to be made so that you can make your application, you should:

Contact Acas HR Recruitment Service via HRRecruitment@acas.org.uk as soon as possible before the closing date to discuss your needs.

Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need accessibility considerations to enter the building or interview room, for communications or adjustments for testing procedures.

Further information on the application and selection process and on the specific assessment criteria that will be used is provided in the Candidate Information Pack attached to this vacancy, so please read this thoroughly before applying.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the Republic of Ireland
• nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) (opens in a new window)
• relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
• relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
• certain family members of the relevant EU, EEA, Swiss or Turkish nationals

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

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). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

Name : HR Recruitment Email : HRRecruitment@acas.org.uk

Recruitment team

Email : HRRecruitment@acas.org.uk

Further information

If you feel your application has not been treated in accordance with the Code and you wish to make a complaint, you should contact us on HRRecruitment@acas.org.uk in the first instance. If you are not satisfied with the response you receive from us, you can contact the Civil Service Commission.