Job Title - Newbold Revel LC Services Officer


Grade - EO


Location - Newbold Revel Learning Centre


Contract Type - 1, Permanent


Overview of the role:


This is an HQ administrative role based within MOJ People & Capability's Prison Learning Delivery (PLD) Enablement Team with some line management responsibilities


The job holder will be responsible for allocating training and bedroom accommodation at Newbold Revel and will offer and promote a consistent and excellent Customer service approach


Reporting directly to the Hub Manager.


The purpose of this role is to support the Newbold Revel Hub Manager with day-to-day delivery of the guest journey from the first contact with the team to enquire about the event, throughout the event and any post event follow up action required.


The post is based at Newbold Revel and is a non-operational post.


The jobholder will require excellent knowledge and understanding of the accommodation and facilities provided at Newbold Revel and how the professional delivery of the Newbold Revel Learning Centre Hub Function impacts on the wider business L&D provided to the Estate.


Location:

There is a requirement for the successful applicant’s work base to be at Newbold Revel Learning Centre.

Summary


The jobholder has significant responsibility for day to day running delivery of the guest journey from the first point of contact to post event enquires.

They will work alongside the team to create a competent partnership to ensure complete customer satisfaction.


The job holder will be accountable for the smooth running of the of the Hub in the absence of the manager. They will offer and promote a consistent and excellent Customer service approach


The jobholder will be responsible for the day to day enquires making sure these are processed in the correct way.


Executive Officers (EOs) work within clearly defined rules, regulations and policies and their outputs are guided by practice and precedent. They deal with a range of problems, which require them to select the appropriate course of action from available and defined options. Judgement may be required where the issues are not clear. The solutions will be limited in scope and impact. Whilst the scope for innovation will be limited, EOs will propose ways to solve problems. EOs generally work without close supervision and may work in a different geographical location from their manager. They may report to more senior grades on progress and capability. This is often the first level with people management responsibilities. This may involve managing a team. The management role may include organising workloads, monitoring work flow, performance management, training and development, mentoring and coaching.


EOs are expected to make suggestions about ways of improving working methods, systems, and processes. They support change by implementing new policies, procedures, and systems.



Responsibilities, Activities and Duties:


The post holder will ensure that the training, meeting room and bedroom accommodation for events to be held at Newbold Revel are correctly and appropriately booked and entered onto the accommodation booking system and will ensure that the weekly programme of events is cascaded to relevant stakeholders within agreed Service Level Agreements.


The post holder will assist the Newbold Revel Hub Manager in day-to-day Hub activities ensuring that the staff rota allocation is appropriate to meet the needs of the business.


They will liaise with event co-ordinators, key stakeholders, including the Audio-Visual team to accommodate booking requirements, ensuring last minute changes are appropriately notified to relevant parties.


There will be regular liaison with the Hub Manager and Enablement Manager to ensure that information given to the FM contractor regarding catering, cleaning and security is relevant and provided in a timely fashion. This to include close attention to detail regarding dietary and specific accommodation needs.


They will deal with telephone enquiries redirecting general enquiries and resolving any issues that may arise with respect to allocation of accommodation.


Offer and promote a consistent and excellent Customer service approach.


Ensure that the staff coverage for the department is appropriate and covers all responsibilities for Fire, Health and Safety.


Monitor Functional Mailbox (FMB) used for all internal and external booking requests to ensure enquires are dealt within the SLA and in an appropriate fashion.


Ensure that the team collect the correct event information where a formal quote is required.


Represent the team and PLD at onsite meetings with stakeholders and other managers appropriately, professionally, and knowledgably.


Ensure that visitors to site have a successful and pleasant stay, providing additional support if required to guests who have any additional requirements.


Exhibit the corporate values and aspirations of MoJ People & Capability and specific PLD Values at all times.


Leadership and Management


Collaborative working - working across functional and organisational boundaries, representing PLD professionally and consistently.

Management and resources - be mindful of how you use resources, always ensuring best value for money and efficient use.

Act as a role model displaying behaviours in accordance with PLD’s values and behaviours.

Actively encourage and support all colleagues.

Continually develop yourself through CPD.


The job holder will have line management responsibility which will involve: effectively managing staff absences in line with the Attendance Management Policy and Disciplinary Policy, performance managing employees and reporting progress through to the Senior Management team, providing employees with coaching, mentoring direction, and building development plans for progression and upskill.


Challenge conventional ways of thinking; promote the PLD operating model and encourage a culture of learning and continuous development across the organisation. PLD is committed to delivering a high-quality learning service and expects all staff to strive for excellence in their function.


Values

Proactively promote and model the values and behaviours of PLD and embed the organisational mission and vision within PLD.

Support the wellbeing of our PLD family by making it a priority, ensuring that wellbeing is at the forefront of our conversations and interactions.


General

The duties/responsibilities listed are not intended to be exhaustive. The job holder is expected to accept reasonable alterations and additional tasks of a similar level that may be necessary. Significant adjustments may require re-examination under the Job Evaluation Scheme and shall be discussed in the first instance with the job holder.


This team is currently undergoing a reorganisation and so the responsibilities of the role maybe subject to change.


Essential



Application Process


You will be assessed against the Civil service success profiles framework.


Sift:


You will be asked to provide 250 word examples of meeting the following three behaviours:




In the event of a large volume of applications being received, an initial sift will carried out on the lead behaviour (Delivering at Pace).


You will also be required to write a statement of suitability in 750 words, please show how you meet the responsibilities, activities, duties and essential criteria.


Interview:


Candidates invited to interview will be assessed on the three Behaviours (listed below), and Strengths. Interviews will be held virtually via MS Teams.