Technical Communications Operator

The Prime Minister’s Office enables the Prime Minster to deliver the Government’s overall priorities and to communicate the Government’s policies to Parliament, the public and international audiences. From the Press Office, Switch, Custodians, Events & Visits teams and Private Office support; the diverse Downing Street teams draw on varied expertise from across the Civil Service and beyond. The teams come together as one larger team to deliver excellent service to the Prime Minister while also making No10 a great place to work., Switch, the internal No10 coms team operates 24/7/365. Working as part of this team you will be a key member of the Technical Communications Desk that supports the PM and their staff. This is an operational role office based only, and the successful candidate will need to come into the office every day of their shift.
You will typically be the first point of contact for No10 staff including the Private Office, where staff need assistance in connecting calls to the right person or organisation, setting up conference calls and many other duties. Using a digital phone system, you will handle external calls coming into No10, you will verify callers, take messages, pass on information to support staff who are sometimes travelling overseas and track contacts. You will also take part in a variety of other business tasks to support No10 business units and in doing so provide an efficient, professional, individual, and tailored service.
Once fully trained you will be expected to work as part of a team rota that includes weekends, nights, and day shifts. Thorough training will be available throughout to promote your development, you will initially train on the 8am-4pm shift Monday – Friday.
Once proficient in the role, you will move to alternate weeks of 7.45am-4pm and 10:45am-7pm.
When you have enough experience and can work confidently and unaccompanied, you will be placed on the full shift rota that includes night duty/weekends for which an allowance will be paid.
You will be expected to work overtime on occasions to ensure minimum staff levels are always maintained throughout the year.
As well as doing interesting work in a unique role, we’ve created an environment that is great to work in where you will be working in an inclusive culture, and a place where your opinion is valued and listened to.
You will be expected to carry out many duties in this role, but the following are an important part of your daily work:
+ Support No10 staff with national and international communications, including setting up telephony, conference calls and messaging 24 hours a day 365 days a year.
+ Handling urgent calls with speed and accuracy, following processes and logging events.
+ Contacting Cabinet Ministers and their private offices on behalf of No10, setting up calls and conference calls for them.
+ Screen incoming calls, verifying authenticity via the correct channels and processes before connecting to staff.
+ Set up daily national and international conference calls with leaders & senior officials in Government and business.
+ Monitor and log specified calls for security purposes and report incidents appropriately.
+ Monitor and answer calls on high priority lines to secure facilities.
+ Triaging out of hours calls, emails and messages to areas such as FM, ICT and other No10 service teams ensuring only valid requests are connected.
+ Actively participate in Business Continuity processes sometime working at alternative sites as and when required.
+ Liaise with international government officials through private offices for heads of state and royal households to setup calls.
+ Advise and assist external callers maintaining a friendly courteous and professional manner in all interactions.
+ Monitor and report operating system technical faults and malfunctions to appropriate teams.
+ Updating internal telephone directories
+ Perform business functions and related work as required in support of the wider business, We'll assess you against these behaviours during the selection process:
+ Delivering at Pace
+ Managing a Quality Service
+ Communicating and Influencing
+ Working Together, If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'contact point for applicants' section.
Please note that this role requires DV clearance, which would normally need 10 years’ UK residency in the past 10 years. This is not an absolute requirement, but supplementary checks may be needed where individuals have not lived in the UK for that period. This may mean your security clearance (and therefore your appointment) will take longer or, in some cases, not be possible.
Please note terms and conditions are attached. Please take time to read the document to determine how these may affect you.
Any move to Cabinet Office 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
A reserve list will be held for a period of 12 months, from which further appointments can be made.
If successful and transferring from another Government Department a criminal record check may be carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf.
However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.
For further information on National Security Vetting please visit the following page https://www.gov.uk/government/publications/demystifying-vetting
New entrants are expected to join on the minimum of the pay band.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
This role is full time only. Applicants who wish to work an alternative pattern are welcome to apply however your preferred working pattern may not be available and you should discuss this with the vacancy holder before applying.
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 developed vetting (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.

Excellent customer service skills
Great team working skills
The ability to work autonomously when required
Strong verbal communication skills - ability to speak clearly and concisely, active listening.
Organisation and prioritisation skills.
ICT skills.
Desirable Skills/Experience
Experience in working in a contact centre.
Working knowledge of Microsoft Teams
Languages other than English
This is a Reserved Post and requires Developed Vetting security clearance. You must be willing to undergo Developed Vetting checks.

Alongside your salary of £33,200, Cabinet Office contributes £9,618 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
+ Learning and development tailored to your role.
+ An environment with flexible working options.
+ A culture encouraging inclusion and diversity.
+ A Civil Service Pension which provides an attractive pension, benefits for dependants and employer contributions of 28.97%.
+ A minimum of 25 days of paid annual leave, increasing by one day per year up to a maximum of 30.