Registration Renewals Officer - Customer Service Opportunity

The Role

Social Work England is the specialist regulator for social work in England, focused on enabling positive change in social work. Every day, social workers support millions of people to improve their chances in life. We are taking a new approach to regulating social workers in their vital roles. We believe in the power of collaboration and share a common goal with those we regulate – to protect the public, enable positive change and ultimately improve people’s lives. 

We are looking for customer focused and conscientious officers to be part of a team that is responsible for the registration of qualified social workers and ensuring that the register is kept up to date and accurate. The team also provides advice and guidance to all people who contact Social Work England. 

Successful candidates will play a key role in delivering a high-quality registration and advice service to social workers and the public. 

What you will do

• Act as the primary point of contact for Social Work England, providing consistent and high-quality customer service. You will need to make independent decisions about when to escalate issues of public protection and organisational reputation by taking ownership of enquiries and applying sound judgement.
• Identify, request, and obtain information relevant to the renewals process. Actively manage and follow-up requests in a respectful and sensitive manner.
• Ensure timely assessments by prioritising work independently, managing your own workload and using initiative and problem-solving skills to manage competing demands.
• Develop and maintain effective working relationships with internal and external stakeholders by providing consistent and quality customer service, tailoring correspondence to meet the requirements of the recipient.
• Manage large quantities of personal and sensitive information in accordance with data protection legislation and our data management policies and procedures.
• Ensure the accuracy and integrity of the Register of Social Workers in England in accordance with Part 3 of the Social Workers Regulations (2018).
• Collect payments for renewal to the Social Work England register, including the regular chasing of outstanding payments and reconciliation of payments received.
• Ensure that all work is carried out within set key performance indicators (KPIs) and service level agreements (SLAs).
• Ensure complaints are responded to effectively and efficiently in accordance with Social Work England’s complaints policies and procedures.
• Be a change champion, assisting with implementing change within the team, by creating and collaborating with colleagues to improve processes, guidance, and communications.
• Carry out any such other reasonable duties as may be assigned from time to time.

Your skills, knowledge and experience

• Excellent written and verbal communication skills, ability to draft clear and comprehensive correspondence and to present information clearly in telephone discussions or written correspondence.
• Ability to work well in a team with a proactive, collaborative, and reliable approach to teamwork, and strong personal resilience.
• Commitment to continuous service improvement: both in suggesting new, more efficient ways of working and in learning and following improved ways of working.
• Ability to work under pressure in a busy, demanding, environment using prioritisation and organisational skills when managing competing deadlines.
• Ability to deal discretely and sensitively with confidential and personal information including details of health and character, financial details, and criminal convictions.
• The ability to creatively troubleshoot, identify and resolve problems.
• Commitment to ensuring quality and accuracy of work.
• An excellent working knowledge of databases and comprehensive records maintenance including a proven ability to use Microsoft Office applications to intermediate level.
• Strong customer service skills, and the ability to deal sensitively and effectively with a range of stakeholders, managing their needs and requests in a timely manner.
• Ability to work cross-organisationally, working well with others and responding positively, creatively, and supportively to a variety of colleagues while maintaining high and consistent standards.
• Commitment to own training and development and induction, training and mentoring of colleagues.
• A proven role model for respectful, open, and honest behaviour including a demonstrable commitment to equality and diversity in service delivery.

Details

• Job type: This is a fixed term contract for 6 months.
• Working pattern: Full-time. We offer flexible working subject to business need.
• Salary: £24,687 per year, rising to £25,775 per year after successful completion of a 6-month probationary period.
• Benefits: flexible working, contributory pension, life insurance and benefits portal.

Application

During the application process, you'll be asked to provide answers to three questions from the job description. These answers will be what your application is scored on, please answer in as much detail as possible using examples where necessary.