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Customer Service Officers

Office of the Parliamentary and HealthService Ombudsman

London

April 2010

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Application pack and information for candidates

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Contents

Welcome...............................................................................3

About the role........................................................................3

Customer Services Team..................................................................3

Customer Services & Assessment Directorate structure chart.......................4

Job description.......................................................................5

Person specification.................................................................7

Benefits, Terms and Conditions ...................................................9

Equal opportunities.................................................................11

About us..............................................................................13

How to apply ........................................................................14

Advert................................................................................16

Application form....................................................................17

Equal opportunities monitoring form............................................24

Disability.............................................................................26

This document provides candidates with information on the

recruitment and selection of the Customer Service Officers for theParliamentary and Health Service Ombudsman (PHSO or theOmbudsman). For further information about the Ombudsman pleasevisit our website at:

www.ombudsman.org.uk

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Welcome

Thank you for your interest in the role of Customer Service Officers at theOmbudsman’s Office.

This is a very exciting time to join the Ombudsman’s Office as, inApril 2009, the Ombudsman took responsibility for the second andfinal stage of the NHS complaint system. In order to enable us tocontinue to provide a high quality service to our customers under thenew complaints system, we opened a second site in Manchester.These changes will allow us to work more closely with NHS serviceproviders to support improved local complaint handling and betterlearning from complaints.

About the role

An opportunity has arisen for Customer Service Officers (Band C) to join ourbusy Customer Services and Assessment Directorate, which is the first point of contact for the Ombudsman’s customers including the general public, MPs, NHSbodies, Government organisations and other stakeholders.

As part of this team and as a first point of contact, you will provide advice andassistance, and undertake preliminary assessment of all enquiries, ensuringthat they are dealt with in the most appropriate way to deliver a high qualityservice.

To be successful in the role you will have problem solving and analytical skillsand a track record in effective communication, as well as a commitment tohigh standards of customer service and delivery against targets.

Team

The Customer Services Team registers all enquiries received by PHSO in allforms, be it by telephone, letter, fax, in person or email. They then undertakea preliminary assessment of all enquiries received. Assessment includes

deciding whether a case is within jurisdiction; whether it has completed thelocal body’s complaints process or whether it would be unreasonable for acomplainant to complete the local complaints process. They will also considerwhether the Office can provide any further assistance to the complainant toresolve the complaint.

The Customer Service Team also provide information to the Office about

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emerging themes in complaints.

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Structure Chart – Customer Services & Assessment

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Director

BusinessManagers

Head of Customer Services

Allocation

Manager

PersonalAssistant

Deputy

Directors

AllocationOfficers

BusinessSupport

Officer

AssessmentManagers

BusinessSupportOfficers

BusinessSupport

Assistants

Assessors

CaseworkOfficers

Customer Services

Team Leaders

Post Openingand Archive

Officers

Customer ServicesOfficers

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Job Description

Job Title: Customer Service Officer

Reports to: Customer Service Team Leader

Job purpose

• To be the first point of contact for customers wishing to access the services of PHSO, providing advice and assistance and delivering excellent customer service.

Key accountabilities

• Provides assistance to customers calling the PHSO enquiries line by answering theirqueries and directing them to the most appropriate course of action, whilstmanaging expectations.

• Provides high quality written work that clearly sets out sound, robust andevidence-based conclusions which follows established guidance.

•

Consistently seeks ways to resolve queries and complaints quickly and effectivelyand in a customer-focused manner.

• Communicates effectively with customers orally and in writing ensuring thatcommunication is customer-focused and fit for purpose.

• Communicates effectively with external bodies and stakeholders to resolvecomplaints effectively.

• Develops and maintains knowledge of external complaint handlers, bodies injurisdiction and external developments which are relevant to the work of PHSO.

• Keeps full, accurate and up to date electronic and paper records (giving a clearaudit trail) of enquiries received by ensuring all incoming correspondence andtelephone conversations are recorded on the case management system.

• Effectively manages own caseload to achieve or exceed service standards, BusinessPlan and personal targets.

• Quality reviews their own work and that of colleagues, to ensure that responsessent are well written, appropriate and answer the issues raised.

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• Shares themes, knowledge and learning across the Team and Directorate todevelop knowledge management within PHSO.

•

Contribute to meeting team, directorate and organisational objectives, as well aspersonal objectives by undertaking in cross-office activities and participating inevents and projects when appropriate.

• Maintains, develops and advances casework knowledge that is appropriate andrelevant to the role.

This job description is not intended to be exclusive or exhaustive. It is an outlineindication of the areas of activity, and will be amended in the light of the changingneeds of the Unit, Directorate and/or the Organisation.

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Person Specification – Customer Service Officer

What we are looking for How you will be assessed

Application Interview Assessment

Delivering Quality Outcomes

Key Indicators:

Delivers in a role with a strong ethos of customerservice

Works to deadlines and targets within a high pressureenvironment

Experience of problem solving; analysing complexwritten material; identifying and summarising keyissues; and taking the appropriate action to achieveoutcomes

Works within a clear quality framework

Competent in the use of IT tools, including Word,Excel and Outlook Working Together

Key Indicators:

Manages relationships with customers and colleaguesby listening attentively, probing, showing empathyand feeding back to check understanding

Engages in informal reviews of cases with peers andprovides constructive feedback Adapts communication style to suit the audience Conveys clear and concise advice and information tocustomers over the telephone and in writing Shares knowledge and information and learningacross team and other areas of the Office

Works collaboratively with colleagues andstakeholders, making a pro-active contribution to theachievement of the Team, Directorate or Officeobjectives

Managing Self

Key Indicators:

Manages own workload in an efficient and proactivemanner to achieve or exceed service standards,Business Plan and personal targets, withoutprompting by managers

Understands PHSO’s values of excellence, leadership,

integrity and diversity and the Office’s vision andstrategic priorities

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Committed to maintaining relevant and up to dateknowledge and information in order to carry outtheir duties effectively

Self-motivated, self-disciplined and enthusiastic withthe ability to get things done and takes responsibilityfor their personal development

Supporting the Business

Key Indicators:

Demonstrates flexibility, openness to change andcommitment to continuous service improvement

Knowledge of the functioning of the NHS andGovernment Departments and the context in whichthey operate (Desirable)

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Benefits, Terms and Conditions of Service

BaseThe role will be based in London.

TermAppointments are usually permanent. However, appointment on a secondment basis

for up to three years may be considered, on agreement of specific terms and

conditions with the successful candidate, the successful candidate’s employer and

PHSO. PHSO’s terms and conditions of service are set out in the Employment Policy

Handbook. It is not possible to set all these out here but some of the main ones are

included below.

Salary

Starting salary will normally be £24,150. The pay scale goes up to a target pay levelcurrently at £26,250 subject to performance.

Thereafter, increases above the target pay level are only available for exceptional

performers who have reached the target pay level. Pay awards are usually effective

from 1 August each year.

PensionThe Civil Service Pension Scheme offers a Career Average Earnings Related Scheme or

Defined Scheme. Further details are available on the Civil Service Pensions websitehttp://www.civilservice-pensions.gov.uk

LeaveAnnual leave allowance is 30 days per year excluding public holidays and 2.5 extra

statutory days.

HoursFull-time hours are 36 per week. PHSO has a flexible working policy and welcome job

share or part time applications for these roles, working a minimum of 3 days a week.Where possible, candidates applying for a job share should identify their job share

partner. Where a candidate does not specify a job share partner, we will assign a job

share partner where possible. If there are no other suitable job share applications we

will be unable to consider the application.

Customer Service Officers are responsible for covering the PHSO enquiry line, which is

open from 8.30am – 5.30pm. This will be done on a rota system and you will either be

asked to cover the line between 8.30am – 1pm or 1pm – 5.30pm.

Probation

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Successful candidates will be on probation for 10 months. Appointments will be

confirmed when this period has been completed satisfactorily.

Performance Development ReviewPHSO’s performance and development review cycle runs from 1 April to 31 March.

TravelYou may be required to travel on official business, normally within the UK, and

between the London and Manchester offices.

Pre-employment ChecksAll offers of employment are conditional subject to our pre-employment checks,

including a health assessment for fitness to work. If necessary, you may need to

undertake a medical assessment.

AgeThe default retiring age for employees is 65. There are no other age limits.

Outside ActivitiesAs a crown servant, you may not take part in any activity which would in any way

impair the effectiveness of your work for PHSO, or engage in any occupation which

may conflict with the interests of PHSO or be inconsistent with your official position.

Subject to these conditions, work of a minor or short-term nature (for example,

vacation or after-hours work) will normally be allowed, provided you seek prior

permission.

You will also be subject to certain restrictions. Standing as a candidate in

parliamentary elections is prohibited. Standing for local authority elections,

canvassing on behalf of candidates, and expressing views on matters of political

controversy in public speeches or publications require prior permission from PHSO and

may be refused. There is also a requirement to declare involvement in any activity

where you have an actual or potential conflict of interests.

RelocationRelocation and travel expenses will only be considered in exceptional circumstances.

Other BenefitsOther benefits offered to all staff include a flexi time system, an employee assistance

programme, season ticket or bicycle loans, a gym subsidy scheme.

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Equal Opportunities

No employee or job applicant will receive less favourable treatment on the grounds of

age, colour, disability, ethnic (or national) origin, gender, marital status, political

opinion, religious belief, sexual orientation, trade union activity or any other

irrelevant factor, or be disadvantaged by any condition or requirement which cannot

be shown to be justifiable.

DisabilityApplications from people covered by the Disability Discrimination Act 1995 are

particularly welcome. Any disabled applicant who meets the minimum selection

criteria will automatically progress to the next stage of the recruitment process,

which may be an assessment or interview.

By ‘minimum selection criteria’ we mean that you must provide us with evidence in

your application form that you meet the level of competence required for the

qualifications, knowledge, skills or experience defined as essential. If you have any

questions please do not hesitate to contact us.

The term disability is defined in the Disability Discrimination Act 1995 as a physical or

mental impairment which has a substantial and long-term effect (that has lasted or is

likely to last for a period of twelve months or more) on the ability to carry out normalday-to-day activities.

If you think you have a disability but are unsure, then you may wish to consult your

doctor before completing the relevant section on the application form.

You may wish to declare a disability but not apply under the Guaranteed Interview

Scheme (GIS). Where a disability is declared we will make all reasonable adjustments

to accommodate your needs. A false declaration of a disability under the GIS to obtain

a guaranteed interview, which results in employment, may invalidate your contract of employment. The selectors and assessors will not have access to the information

provided.

NationalityThis vacancy is open to United Kingdom, European Economic Area or Commonwealth

nationals, provided you have the right to live and work in the UK under normal

immigration rules.

Data ProtectionPHSO will record the information given for the purposes of recruitment and selection

monitoring. The information will be processed for the purposes of HR administration

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and statistical evaluation only.

SelectionShort-listed candidates will be notified by 25 May 2010, if you have not been notified

within a week of this date, then please assume that you have been unsuccessful.Short-listed candidates will be invited to attend an interview and assessment week

commencing 31 May 2010.

The successful candidate will be expected to commence in the post in late July or

early August 2010.

Travelling ExpensesCandidates who are invited to interview can claim for reimbursement of reasonable

travelling expenses to the interview, up to a maximum of £100 per return journey.Further information will be in the invitation to interview letter.

FeedbackCandidates are asked to note that PHSO does not provide feedback on applications at

long-listing or short-listing stage.

Further InformationInformation about PHSO can be found at www.ombudsman.org.uk. Charlie Morrow,

Recruitment Officer on 0300 061 4987 or e-mail [email protected].

About us

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For more information about Parliamentary and Health Service Ombudsman pleasefollow the link below:

http://www.ombudsman.org.uk/about_us/index.html

How to apply

Application

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First, read the remainder of this section for guidance before completing the

application form. On the first page of the application form you will need to include

the name of the post you are applying for, including location, so that we can ensure

that your application is considered for the correct post. In the section ‘Suitability’ we

ask you why you are interested in the role and how you feel you are suited to it, with

reference to the criteria in the person specification. For each criterion listed in the

application form you should include evidence of achievements that demonstrate how

you meet the requirements of the person specification. The information you provide

must be accurate and should be as concise as possible. Your answers will help us to

decide whether to invite you for interview. Those competencies that are not explored

in the application pack may be examined later in the recruitment process.

You may answer in your own handwriting or in typescript (at least font size 12) but as

a guide to the quantity of information we are seeking, you should aim to produce nomore than 200 words per criterion. As well as assessing the substance of your

responses, an assessment will also be made about your written communication skills.

Please do not generalise (i.e. ‘in my job I normally…’, ‘I have good communication

skills’), but focus on the specifics of what you have actually done to demonstrate the

criterion. You do not need to confine yourself to achievements at work, but please

give examples that are recent, preferably going back no more than four years. If you

wish to use an earlier example it may help the panel if you explain why (for example,

a career break or a period of unemployment). You may not use the same example for

more than one criterion.

It is very important that you include in your application any information about your

past career or other factors which will affect the decisions we will need to take on

whether to offer you a job. If you do not do this and issues emerge at a later stage

this will be taken into account in our final employment decision.

Please do not send your CV as a separate document in addition to your application

form, as it will not be passed to the selection panel. If you would like to include

elements from your CV to supplement your application please ensure they are placed

in the relevant sections in the application form.

To help us monitor the effects of our equal opportunities policy please complete the

enclosed Equal Opportunities Form and return it with your application. This is not

compulsory, and what you say in the form and whether you choose to return the form

or not will make no difference to how the application is treated. The form will not be

available to those involved in the selection process.

Once completed please return your application to:

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Recruitment Team

PHSO, 14th floor, Millbank Tower

Millbank, London. SW1P 4QP

or by email to [email protected] to reach us by 12 noon on

5 May 2010.

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Advert

Customer Services Officers

£24,150 • London

We are looking for Customer Services Officers to join our busy Customer Services andAssessment Directorate, which is the first point of contact for the Ombudsman’scustomers including the general public, MPs, NHS Bodies, Government organisations andother stakeholders.

As part of this team you will provide advice, assistance and preliminary assessment of all enquiries ensuring that they are dealt with in the most appropriate way to deliver highquality service.

If you enjoy helping people resolve their problems, possess excellent customer serviceskills and have a track record in effective communication as well as a commitment to highstandards of customer service and delivery against targets, then we would like to hearfrom you.

Closing date: 5 May 2010 at 12 noon.

We offer excellent benefits including flexible working arrangements, gymmembership, 30 days annual leave, childcare vouchers, season ticket loans and accessto a choice of pension schemes.

To find out more about either of the above posts, please visitwww.ombudsman.org.uk to download an information pack.

We are committed to equality of opportunity and welcome applications from all

sections of the community.

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Please return your completed application form by 5 May 2010 at 12 noon to:Recruitment Team, PHSO, 14th floor, Millbank Tower, Millbank, London SW1P 4QP

or by email to [email protected]

Application Form

Post applied for - Customer Service Officer - London

1. Personal Details

Title

First NamePreferredname / knownas

Last Name

Home TelephoneAt least one phone number is

requiredWork Telephone

Mobile Telephone

Address Line 1

Address Line 2

Address Line 3

Town

County

Postcode

E-mail Address

Please provide any information that you are aware of that may impact on your ability to commenceemployment by late July/ early August 2010, if you are successful.

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2. Education / Qualifications

Please give details of educational and professional qualifications in chronological order.

Qualification and grades School / College / Universityaddress

Dates

3. Training and Personal Development

Personal development (include any courses, membership, voluntary work or responsibilities you

consider relevant, with outcomes, if applicable)

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4. Employment History

Please provide details of all full and part time work (including voluntary work) since leaving school.Limit your responses to a maximum of 150 words per period of employment/out of formalemployment. List in order starting with the most recent. (Continue on a separate sheet if

necessary.)

Current/most recent employment

Job Title:

Employer’s Name

and Address:

Dates from / to: Present Salary:

Other remuneration and / or benefits: Notice required:

Reason for leaving:

Previous Employment (please continue on a separate sheet if necessary)Dates Job title and brief description

of responsibilities.Employer’s Name and

AddressReason for

leavingFrom To

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Time Unaccounted For

Dates Reasons

From To

5. Supporting Information

In support of your application, please complete the sections below providing evidence against eachof the required selection criteria / competencies detailed in the person specification of the jobdescription. Use a separate box for each of the four main criteria / competency headings. Pleaseconfine your answer for each of the criterion to a maximum of 200 words.

If you do not provide evidence against all the required criteria /competencies we will not be able totake your application forward. Please do not generalise (i.e. ‘in my job I normally…’, ‘I have goodcommunication skills’), but give specific examples of what you have actually done to demonstratethe criterion. You do not need to confine yourself to achievements at work, but please giveexamples that are recent, preferably going back no more than four years. If you wish to use anearlier example it may help the panel if you explain why (for example, a career break or a period of unemployment). Please try not to use the same example for more than one criterion.

Delivering Quality Outcomes

Delivers in a role with a strong ethos of customer service (200 word limit)

Works to deadlines and targets within a high pressure environment (200 word limit)

Competent in the use of IT tools, including Word, Excel and Outlook (200 word limit)

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Working Together

Works collaboratively with colleagues and stakeholders, making a pro-active contribution to theachievement of the Team, Directorate or Office objectives (200 word limit)

Managing Self (200 words limit for each criterion)

Understands PHSO’s values of excellence, leadership, integrity and diversity and the Office’s

vision and strategic priorities (200 word limit)

Committed to maintaining relevant and up to date knowledge and information in order to carryout their duties effectively (200 word limit)

Supporting the Business

Knowledge of the functioning of the NHS and Government Departments and the context inwhich they operate (Desirable) (200 word limit)

Please continue on a separate sheet if necessary

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6. References

Please give the details of at least two referees whom we may approach. One of these must be your

current or last employer, and the other should be a previous employer. Your references should coverthe last three years’ employment; if your current and last employer do not cover at least threeyears of employment please provide additional referees (please detail on a separate document if necessary). If you do not have three years of work experience, where possible provide an academicprofessional or, failing that, a responsible person who knows you well but is not employed by orrelated to you.

In our reference request we will ask for information on your performance and attendance and wewill ask the referee to make a judgement on your suitability for this job. We will provide them witha copy of the job description and person specification to help them do this. Please ensure yourreferees are able to do this.

Please note that employment references are often exempt from the provisions of the DataProtection Act 1998, unless the author of the reference gives their permission for the contents to bedisclosed to the candidate.

Referee 1

First Name Last Name

Company Name /

Job Title

Address

Postcode

Telephone No. Email Address

Relationship to You Dates of Employment

Please state whether we can approach your referee for a reference at interview stage:

Yes No

Referee 2

First Name Last Name

Company Name /

Job Title

Address

Postcode

Telephone No. Email Address

Relationship to You Dates of Employment

Please state whether we can approach your referee for a reference at interview stage:

Yes No

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7. Further Information & Monitoring

Please note that the information provided in this section of the form is for HR purposes and will notbe used as part of the selection process. The information is used to assist PHSO in its commitment toa policy of equal opportunity and the development of positive policies to promote equal opportunityin employment. All information supplied will be treated in strict confidence and no identifying

details will be attached to it. It will help us to monitor and evaluate the success and application of our equal opportunity policy and diversity strategy and to compile anonymised statistics which willbe included within our formal reporting structures.

Publicity

How did you learn of this post?

PHSO Website BIOA Equality Britain

The Guardian The Guardian online

The Civil Service Gateway Other (please specify)

Conflict of Interest

Actual or perceived conflicts of interest in your employment or personal history that mightput at risk PHSO's independence, impartiality or integrity should be detailed here. Suchdeclarations will not automatically rule you out of the selection process, but a failure todeclare will do so:

Criminal Convictions

If you are offered a role with the PHSO you will need to undergo a criminal records check.Please indicate whether you have any convictions that are unspent under the Rehabilitationof Offenders Act 1974. A custodial sentence of two and a half years of more is neverunspent.

Yes No

Please give details of any unspent convictions

Declaration

I certify that all information provided on this application form is correct. I understand thatmy application may be rejected or that I may be dismissed for withholding relevant detailsor giving false information. I understand that any employment offer will be subject tosatisfactory references, health check, evidence of qualifications and a security check.

Signature: _______________________ Date: _________________________

If you complete this form electronically and submit it via email, please type your nameinto the signature box to indicate that you have read the declaration.

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Equal Opportunities Monitoring Form – Customer Service Officer

To help us monitor the effects of our equal opportunities policy, please complete this form andreturn it with your application. This is not compulsory, and what you say in the form and whetheryou choose to return the form or not will make no difference to how the application is treated. Theform will not be available to those involved in the selection process.

NOTE: If you prefer not to return this form electronically please seal it in an envelope with yourname, Job Title and ‘monitoring form’ written clearly on the front and send it to us at the addressprovided in the application pack.

No employee or job applicant will receive less favourable treatment on the grounds of age, colour,disability, ethnic (or national) origin, gender, marital status, political opinion, religious belief,sexual orientation, trade union activity or any other irrelevant factor, or be disadvantaged by anycondition or requirement which cannot be shown to be justifiable.

Any details provided will be used for monitoring purposes only and will not be used for selectionpurposes.

We will accept an electronic submission of your equal opportunities monitoring form.If you email your equal opportunities monitoring form you will be asked to sign it should yoube declared a successful applicant.

Please select which group you most identify yourself with and tick only ONE box in eachquestion from 1 to 7. The options are listed alphabetically.

Question 1. AGE

Under 18 18 to 24 25 to 34

35 to 49 50 to 64 65 and over

Question 2. ETHNICITY

ASIAN OR ASIAN BRITISH

Bangladeshi Indian Pakistani

Any other Asian background(specify if you wish)

BLACK OR BLACK BRITISH

African Caribbean Any other Blackbackground (specify if youwish)

CHINESE OR OTHER ETHNIC GROUP

Chinese Any other (specify if you wish)

MIXED

White and Asian White and Black African White and Black Caribbean

Any other Mixed background(specify if you wish)

WHITE

British White Irish Any Other white back-ground (specify if you wish)

Question 3. NATIONALITY

British or Mixed British English Irish

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Scottish Welsh Other (specify if you wish)

Question 4. GENDER

Female Male

Question 5 RELATIONSHIP STATUS

Civil Partnership Divorced Living with partner

Married Separated Single

Widowed Prefer not to say

Question 6. SEXUAL ORIENTATION

Bisexual Gay man Gay woman/lesbian

Heterosexual/Straight Other Prefer not to say

Question 7. RELIGION OR BELIEF

Buddhist Christian Hindu

Jewish Muslim Sikh

None Prefer not to say Other (specify if you wish)

Personal Details

We can only employ people that have the right to live and work in the UK. If you are appointed toone of our posts you will be subject to a number of detailed identity checks. Please complete thefollowing information:

National Insurance No:

Place of Birth:

Nationality at Birth:

Are you subject to immigrationcontrol?

Yes No

Are there restrictions on yourcontinued residence or employment

in the UK?Yes No

If Yes, please give details

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Disability

Defining Disability

The Disability Discrimination Act, 1995 defines a disabled person as someone who has a ‘physical ormental impairment which has a substantial and adverse long-term effect on his or her ability tocarry out normal day-to-day activities’

Do you consider yourself disabled? Yes No

Guaranteed Interview Scheme

Any disabled applicant who meets the minimum selection criteria will automatically progress to thenext stage of the recruitment process which may be an assessment or interview. By ‘minimumselection criteria’ we mean that you must provide us with evidence in your application form whichdemonstrates that you generally meet the level of competence required for each competence, aswell as meeting any of the qualifications, skills or experience defined as essential unless otherwisestated all criteria in the person specification are essential. The Parliamentary and Health ServiceOmbudsman is committed to the employment and career development of disabled people, to showthis we use the Disability Symbol awarded by the Employment Service.

How do I apply?

Simply complete the declaration below and send it in with the main application form.

Please let us know if there are any specialarrangements you need for your interviewand/or assessment:

We will try to provide access, equipment orother practical support to ensure that if youhave a disability you can compete on equalterms with non-disabled people.

Disability Declaration

Any false declaration of disability to obtain an interview will subsequently invalidate any offerof a post

I consider myself to have a disability as defined above and I would like to apply under theGuaranteed Interview Scheme.

Name: Date:

Signature:

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Documents