Contact Assistant

Do you thrive in a challenging environment and actively seek solutions? Do you want to be part of a newly created team to deliver a quality service and drive improvements? We are currently recruiting for the position of Contact Assistant to join our Operational Delivery Directorate, which consists of four departments: Licensing and Contact Operations, Intelligence, National Investigation Teams and File Quality Teams. This role will be essential in supporting the Operational Delivery Directorate to gather, collate and distribute incoming contact from a variety of sources in order to support the GLAA's operations.
At the Gangmasters and Labour Abuse Authority (GLAA), we provide exceptional service to the public, businesses, and workers in the fight to stop worker exploitation. We are seeking inspiring leaders who can set clear direction, role model exemplary leadership behaviours, and deliver our vital services to our wide range of beneficiaries with a focus on efficiency and excellence. Building a culture of belonging, we are committed to providing an experience that is inclusive, equitable and kind. We prioritise diversity and believe in a culture rooted in collaboration, growth and team cohesion. Everyday, everyone on the team contributes to stopping worker exploitation.
The GLAA is one of the principal investigative law enforcement bodies for labour exploitation in the UK. The GLAA ensures that workers in the UK are treated fairly, properly and are protected from abuse and exploitation. We have three core functions:
+ Regulation - We regulate businesses that provide workers to the horticulture, agriculture, shellfish gathering and food processing and packaging sector. Our regulatory work includes operating a licencing scheme, undertaking inspections to ensure compliance with that scheme, and taking enforcement action where there are breaches.
+ Prevention – We work with a broad range of stakeholders locally, nationally, and internationally to help prevent workers from being exploited.
+ Enforcement - We investigate allegations of worker abuse under the Modern Slavery Act 2015. GLAA Officers conduct civil and criminal investigations and take enforcement action, including prosecutions and court orders to disrupt criminal activity. We also support victims who have been abused, in particular by ensuring they can access specialist help from our partners., This is an exciting time to join GLAA’s Licensing and Contact Operations team. The GLAA Contact Centre is a newly formed team in the organisation and this role will contribute to the delivery of new processes, creation of guidance documentation and will make a real difference to the GLAA's operational activity.
Why is this role important to GLAA
As a Contact Assistant, it will be your role to action and triage calls and correspondence from members of the public, vulnerable workers and partner agencies. This may include, for example licensing queries, media queries and calls from the public providing intelligence. Vulnerable people engage with the GLAA on a regular basis via the Contact Centre and you may be the first person that they speak to. This role is crucial in collecting actionable intelligence that informs operational activity across the UK.
As a Contact Assistant, you will:
+ Acting as the first point of contact for the GLAA, providing accurate and satisfactory answers to queries and concerns.
+ Conducting a risk assessment of all information received and appropriately triaging / escalating the information depending on the level of risk.
+ Initial processing, uploading and data quality checks of operational information relevant to the GLAA, ensuring that only relevant and robust information is processed and retained.
+ Resolving licensing queries from the public and triaging the queries to the relevant team.
+ Signposting and sharing information in the appropriate manner to relevant organisations, departments and/or individuals whilst maintaining the required confidentiality, sensitivity, and duty of care.
+ Receiving calls and/or correspondence from vulnerable workers or members of the public, signposting information, and support on GLAA relevant issues.
+ Undertaking any other duties as considered reasonable and commensurate with the grade and responsibilities of the post.
As an organisation, we are currently underrepresented by female, transgender, non binary, ethnic minority and disabled colleagues, and are keen to change this, so welcome applications from all parts of the communities we serve., Application Guidance
Please access the following link for guidance on how to apply and how to complete a personal statement https://www.civil-service-careers.gov.uk/how-to-apply/
Sift Information
At sift you will be assessed on your CV and your Personal Statement.
The Sift will take place during w/c 7th October 2024
Interview Information
Interviews will take place w/c 14th October 2024
Please note that dependent on numbers of applications received these dates could be subject to change.
AI Tools & Platforms
During the application process candidates are allowed to utilise AI (artificial intelligence) platforms and Tools to support them in writing their CV’s and Personal Statements. However, all information submitted must be factually accurate. This includes presenting the ideas and experience of others, or those generated by artificial intelligence, as your own. All presented information will be assessed at the Interview Stage.
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.

When giving details in your employment history and personal statement you should highlight your experience in line with the essential criteria below:
+ Recent practical experience of a public/customer facing role.
+ Ability to listen carefully to and to draw out and record relevant information confidently.
+ Ability to effectively communicate in English verbally and in writing.
+ IT literate with a good working knowledge of Microsoft Office products.
+ An understanding of and ability to work to strict confidentiality parameters.
This post is subject to successfully achieving SC level vetting clearance and Non-Police Personnel Vetting clearance.

Alongside your salary of £23,570, Gangmasters and Labour Abuse Authority contributes £6,828 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
We offer a generous total package to our employees which includes the following:
o 32.5 days annual leave in addition to 8 public holidays
o Flexible public holiday scheme
o Choice of pension schemes, including access to the extremely generous Civil Service Pension, which also provides a death in service lump sum payment and a survivor’s pension payment
o Annual performance related bonus scheme
o Access to employee discounts
o Access to a wellbeing portal
o Employee assistance programme
o Access to mental health first aiders within the organisation
o Flexibility for working hours through the Flexitime scheme
o Hybrid working available
o Enhanced maternity and paternity benefits
o Commitment to employee development