Access Service Advisor

The overall purpose of the roles is to support The National Archives’ Access Service Team request service, which deals with service records from the Ministry of Defence (MOD). To ensure that we meet tight statutory targets, the Access Service Team needs to run an efficient and professional customer service, which requires excellent attention to detail and customer service skills for responding to the needs of our customers and stakeholders. Accordingly, there will need to be flexibility to the approach in getting the work done and supporting your team/organisation to resolve the access requests received.
The Access Service Team is responsible for overseeing all access requests, including Freedom of Information (FOI) requests concerning these MOD records and providing access to information contained within the archival records and our own corporate (business) information.
Reporting to the Access Service Team manager, you will assist the team in managing and coordinating FOI requests across this collection, by monitoring the tracking system, the entry of requests and customer correspondence to ensure the FOI requests being processed are up to date and accurate. The post holder will assist members of the team by ensuring that all requested information is managed properly.
For the Access Service Advisor Role, you will be responsible for carrying out research and responding to requests for open information held in this collection: predominately FOI Paid Search and Subject Access (Data Protection). You will be responsible for completing all work that is required to provide a response, including but not limited to, triaging requests, redaction of records, providing copies and transcripts., If a person with disabilities is put at a substantial 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 The National Archives via careers@nationalarchives.gov.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 wheelchair access at interview, or if you’re deaf, a Language Service Professional
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).
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 the Republic of Ireland
+ nationals of Commonwealth countries who have the right to work in the UK
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
+ individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
+ Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
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.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

A combination of onsite and home working is available and applicants should be able to regularly travel to our Kew site for a minimum of 60% of their work time., + Demonstrate ability to use initiative and make decisions, using sound judgement, escalating issues as required
+ Excellent team working skills and flexibility in approach to work
+ Demonstrate high standard of communication, both written and verbal, with an excellent attention to detail
+ Experience of working to tight deadlines and prioritising a heavy workload, with the ability to work well under pressure,
+ Demonstrable experience of ICT skills including working with Microsoft Office (Word, Excel etc.); numerate, able to produce accurate statistics using Excel and other online systems
And either:
+ Commitment to providing a professional service to the public and/or to other government departments (essential for the Request Service Advisor role)
Or
+ Demonstrate the ability to carry out research into records, analyse contents and summarise findings clearly and concisely (essential for the Access Service Advisor role)
Desirable criteria:
+ Knowledge of the FOI Act and related legislation
+ Use of case management tracking systems

Alongside your salary of £28,337, The National Archives contributes £8,209 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
Generous benefits package, including pension, sports and social club facilities, onsite gym, discounted rates at our on-site cafe and opportunities for training and development.
Any move to The National Archives from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk