Job Title: Customer Services Advisor JE Ref: CLS008

Department Section

Customer and Local Services An Operational Hub

Reports to Team Leader

Grade Grade 7

Job Purpose To provide a front-line service to all customers (who may be vulnerable, challenging and emotional) making decisions to ensure that any payments and/or benefit claims are made to those in need and in compliance with policy, regulations and legislation.

Job Specific Outcomes

 Assess and determine entitlement and advise customers (face to face, telephone, online) to ensure they receive the all the benefits they are entitled to as well as ensuring they fully understand their responsibilities e.g. accurate disclosure.

 Carry out complex calculations to determine customer eligibility across multiple benefit types under a number of different laws e.g. income support, pensions, long term care, parental, to determine and ensure customer claims are processed in accordance with policy and legislation.

 Ensure all work undertaken complies with the department's SLA’s, objectives and relevant legislation in order to achieve a consistent customer experience across the department.

 Update internal manual and computerised systems to reflect customer contact and any decisions made to ensure an audit trail, good customer service and full compliance.

 Act in respect of erroneous benefit claims by contacting the customer to agree a repayment plan or refer defaulters for legal action to reduce/limit loss of public funds.

 Proactively deal with all complaints according to agreed standards, escalating as necessary to ensure a robust and consistent approach to maintain customer confidence.

 Undertake a range of ad-hoc work as required on larger projects or change initiatives to contribute to the development and improvement of service delivery.

 Undertake visits to individuals and employers where problems have been identified, to resolve the issue in line with legislation and / or departmental policy.

 Ensure that any fraudulent activity identified during the normal course of work is escalated and flagged to the departmental enforcement and fraud investigation service in order that abuse is investigated, and legislation enforced.

 Ensure safeguarding processes are promoted and implemented to protect vulnerable adults and children.

Statutory Responsibilities Active engagement, participation and compliance with any other statutory responsibilities applicable to the role, as amended from time to time.

Organisational Structure

Person Specification Specific to the Role

Describe the knowledge, skills, experience, and qualifications required to perform the job to a

satisfactory standard.

It is important to convey what the job requires, rather than what an individual might have, as these

may be different. For example, you may have a postgraduate level qualification, however, an A’

Level standard qualification is the requirement for the job.

ATTRIBUTES ESSENTIAL DESIRABLE

Qualifications Please state the level of education and professional qualifications and / or specific occupational training required.

 Level 3 Qualification (e.g. Advice and Guidance) or equivalent level of experience.

Knowledge This relates to the level and breadth of practical knowledge required to do the job (e.g. the understanding of a defined system, practice, method or procedure).

 Knowledge of the work of the department and its services to the public.

 Knowledge and understanding of legislation, policies and guidelines within the department, such as Income Support Determining Officer's Guide and Control of Housing and Work law policy guidance.

Technical / Work-based Skills This relates to the skills specific to the job, e.g. language fluency, vehicle license etc.

 Ability to proficiently use Microsoft Software Packages.

 Literate and numerate; able to read and understand and explain complex legislation, calculate customer claim data, write letters and complete departmental forms.

 Full Drivers License.

General Skills/Attributes This relates to more general characteristics required to do the job effectively, e.g. effective written communication skills, ability to delegate, motivation or commitment etc.

 Ability to deal with difficult, complex, sensitive and contentious customer issues.

 Ability to use listening and investigative skills to understand customer circumstances to make appropriate decisions about any benefit claim.

 Ability to speak a relevant community language e.g. Portuguese or Polish and demonstrate a cultural awareness to support customer’s whose first language isn’t English.

 Ability to look objectively at a situation to ensure that all outcomes are thoroughly assessed before deciding on the appropriate course of action.

 Able to read non-verbal communication (gestures/body language) and be aware of self and how they are perceived by others.

 Ability to question and understand the real, underlying needs of the customer, beyond those initially expressed.

 Ability to work in difficult and challenging situations where customers have mental health issues, alcohol or drug abuse problems, language barriers and inability to comprehend or understand decisions.

Experience This is the proven record of experience and achievement in a field, profession or specialism. This could include a minimum period of experience in a defined area of work if required by an external body (for example a period of post- qualification experience).

 Experience of working in a customer focused environment providing advice, support and guidance face to face, by phone, email etc.



Personal Attributes

Appointees to this role will be required to adhere to and perform their duties in line with the standards identified in the Government of Jersey tier 5 core accountabilities attributes and behaviour indicators.

Organisation Chart

Provided separately

M&D Governance & Compliance Manager Department: Chief Operating Office Division: Modernisation and Digital Reports to: Group Director for Modernisation and Digital JE Reference: COO 207 Grade: 13 to 14

Job purpose Responsible for the implementation of all corporate, strategic and departmental business initiatives, including information and functional areas, across the function. Responsible for implementing and maintaining operational governance and control frameworks, including Risk Management, Information Management and Business Continuity planning across the function as a hub and spoke member.

Job specific outcomes

• Lead on the implementation of corporate projects, activities and change programmes,

advising on matters of business and change management at any key decision and

leadership forums, on behalf of the function.

• Responsible for the strategic, operational and business management of information and

functional services, implementing operational policy and procedures to ensure the function

is compliant with all relevant legislation, financial process management, continuous

improvement and KPIs, working closely with the departmental hub and spokes to ensure

alignment.

• Deliver and implement any strategic organisational performance and transformation

programmes in the function, collaborating with the departmental hub and spokes,

departmental and functional Senior Leadership Teams, to encourage a learning

organisational culture, focused upon improvement and high performance, supporting the

Team Jersey objectives.

• Lead on the creation, development and delivery of the function's business plan and input

to departmental overarching plans, working closely with the departmental hub and spokes

and Senior Leadership Teams, ensuring alignment to the OneGov Vision and Common

Strategic Policy.

• Responsible for the development, integrity, co-ordination and testing of the function's

business continuity plan, business impact assessments and playbook, acting as the

business continuity lead for the function, which has significant corporate impact as the

provider of the Government's digital estate. Also, to work closely with the departmental hub

and spokes to develop the Chief Operating Office business continuity plan, supporting

maintenance and testing, and sitting on the departmental business continuity team, to

ensure the Chief Operating Office is compliant with Government business continuity

standards.

• Monitor performance and outcomes against objectives contained in the departmental

business plans including Financial Cost, People and Talent, Portfolio, Service

Management, working closely with the departmental hub, supporting the OneGov vision

and delivery of the Common Strategic Policy.

• Responsible for the ongoing review of the function's Information Management strategy,

ensuring highly sensitive and highly confidential information is managed and retained in

line with the relevant data protection legislation and Government policy and standards.

• Responsible for receipt and co-ordination of public/function requests for information, for the

function (e.g. health and safety complaints, FOI requests, Ministerial questions, States

Assembly questions, gifts and hospitality etc.) ensuring they are responded to and any

trends and emerging issues are identified and consideration with regards to changes in

service delivery,

• Responsible for the reporting and co-ordination of the function's risk, internal control and

compliance matters, ensuring that risk and issue registers are kept up to date and that

mitigating actions are monitored for completion, escalating risks to the Head of Business

Support for the departmental register, in line with the Governments Risk Management

Framework, supporting the Government of Jersey exposure to risk and realisation of

opportunities.

• Manage the functions executive budgets on behalf of Group Director, including managing

allocated budgets for change initiatives to be led by the function, monitoring of in year spend

against allocation, in accordance with the Government of Jersey's Financial Directions.

Statutory responsibilities Active engagement, participation and compliance with any other statutory responsibilities applicable to the role, as amended from time to time. This role is politically restricted. The job holder is not permitted to undertake political activity involving standing for election to the Government or as a Parish Constable, or publicly supporting someone who is standing for election or playing a public part in any political manner.

Person Specification

Specific to the role

Describe the knowledge, skills, experience, and qualifications required to perform the job to a

satisfactory standard.

It is important to convey what the job requires, rather than what an individual might have, as these

may be different. For example, you may have a postgraduate level qualification, however, an A’

Level standard qualification is the requirement for the job.

ATTRIBUTES ESSENTIAL DESIRABLE

Qualifications Please state the level of education and professional qualifications and / or specific occupational training required.

Educated to degree level in a subject with a high degree of analytical or numerical content, or equivalent experience in delivery role A recognised qualification in Governance, Risk and Compliance such as ICSA or ICA GDPR Practitioner

PRINCE2 and/ or MSP or similar.

Knowledge This relates to the level and breadth of practical knowledge required to do the job (e.g. the understanding of a defined system, practice, method or procedure).

Knowledge and understanding of the challenges that the Government of Jersey faces, matched with an understanding of the policy and governance requirements for the functional accountabilities within this role; Knowledge of risk management processes and data protection laws and regulations and protocols

Strong local political and international awareness

Technical / Work-based Skills This relates to the skills specific to the job, e.g. language fluency, vehicle license etc.

Experience in managing projects, programmes or key change initiatives Strong analytical skills to assess core data sets to

Familiarity in any of the following areas would be advantageous: health and safety, complaints, financial management, data protection;

help advise the programme on enhancements or changes that will improve success and simplify existing structures Strong attention to detail to support leadership with proof-reading, editing, and review of data

General Skills/Attributes This relates to more general characteristics required to do the job effectively, e.g. effective written communication skills, ability to delegate, motivation or commitment etc.

Leadership skills with the ability to motivate employees through change whilst delivering the functional objectives Political judgement, with the ability to comprehend multi-strand, technical and complex information, which can be politically sensitive, controversial and contentious. Good interpersonal, negotiating and influencing skills is required, sometimes at a senior or political level to build relationships. Ability to understand and interpret complex issues in order to offer advice based on a sound understanding of Government wide operational matters. Ability to apply critical thinking, applying this insight in a practical and engaging manner with the ability to make ‘the right choice’, often under pressure, where there is not a simple, or single option; Capacity to apply creative and business-like

approaches to managing functional performance and the delivery of cost effective and efficient outcomes. Ability to professionally challenge any views, responses or decisions

Experience This is the proven record of experience and achievement in a field, profession or specialism. This could include a minimum period of experience in a defined area of work if required by an external body (for example a period of post- qualification experience).

Must have proven, demonstrated experience in leading business, performance and change management activities to enable the effective oversight of critical business priorities and delivery plans, including the reform of key service sectors; Experience of working in, developing and sustaining a culture that meets the needs of and engages with customers and staff within an inclusive, open and performing environment; Demonstrable track record of motivating and managing teams to achieve high performing and significant sustainable service improvements and results, within agreed budgets to meet agreed targets and strategic objectives, within an organisation of a comparable scope and complexity; Ability to be a proactive, credible and authoritative voice on behalf of the function with evidence of successful collaborative working with senior figures and counterparts, and

other influential stakeholders; Demonstrate experience of working in a senior role in a political environment and evidence of the ability to challenge, influence and negotiate with a wide range of stakeholders and partners to achieve outcomes, whilst building and developing strong relationships.

Core Accountabilities, Attributes and Behaviour Indicators

Appointees to this role will be required to adhere to and perform their duties in line with the standards identified in the States of Jersey tier 4 core accountabilities attributes and behaviour indicators. The standards relevant to this tier, identified in the States of Jersey core accountabilities

attributes and behaviour indicators, are to be attached in a separate document.