Vacancy -- CIW Business Support Officers x3 – Welsh Essential

Working for the Civil Service

The Welsh Government's recruitment processes are underpinned by the principle of selection for appointment on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles.

The Civil Service Code sets out the standards of behaviour expected of civil servants.

Vacancy Details

Chief Operating Officer’s Group
CIW Business Support
Team Support - £22,150 - £25,620
£22,150
Full time (applications are welcome from people who work part time, as part of a job share or who work full time)
Fixed term
Fixed Term for up to 12 months with possibility of permanency subject to the criteria in place at that time
Other location
This role can be based in either the CIW Merthyr, Carmarthen or Llandudno Junction Office. Colleagues are expected to work from a blend of locations, including some time working at home, as required. The agreed office location will be the designated place of work and any remote or home working arrangement does not constitute a change to your designated place of work or contractual terms and conditions. The successful candidate will be expected to pay for their commute to their normal place of work.
TBC

Purpose of Post:

CIW is the independent regulator of social care and childcare.  CIW registers, inspects and takes action to improve the quality and safety of services for the well-being of the people of Wales.

The CIW Business Services branch is made of 3 teams:

  • Connect
  • Delivery
  • Enforcement

The Connect team provide a high quality frontline customer support service , answering and logging calls, providing online support to customers, triaging emails, logging concerns and carrying out a variety of administrative tasks to assist the Connect Support Manager to deliver the functions of the connect team.

The delivery team undertake a variety of administrative tasks including completeness checking online applications and notifications, issue inspection reports to support the deliverly of functions for the registration and inspection teams.

The enforcment team provide a secetariat service, working closely with the enforcment support manager to arrange panel meetings, take minutes and keep enforcment records up to date as well as carrying out a variety of adminstrative tasks as directed by the enforcement support manager.

Specific division of duties will be at the discretion of the Business Support Manager.

 As we are an operational delivery service we expect the business support team to work 9:00am-5:00pm Monday to Thursday and 9:00am-4:30pm on a Friday to ensure sufficient cover our business capacity.

Key tasks:

  • Working from a CRM Dashboard to undertake a variety of tasks including, sending out inspection reports, social services references, translation requests, foster and adoption checks, matching tasks, completeness checks of notifications and applications submitted online
  • Record all phone call and email queries via our CRM system and triage as necessary.
  • Using CIW online tolog information about services operating without registration and concerns sensitively and confidentially.
  • Contact providers who’s voluntary suspension have expired and process voluntary cancellation applications for childminders
  • Carry out ID checks for DBS renewals for inspectors.
  • Maintain CIW’s CRM system, through accurate and timely data inputting and scanning and attaching documents. Checking the accuracy of contact details before communicating with a provider. Informing the relevant team of problems arising from its use where they are unable to resolve.
  • Process Nanny Scheme applications by taking payment via world pay, processing their application and managing a spreadsheet effectively
  • Monitor the business support team’s various mailboxes via a duty system raising enquiries and triaging as necessary.
  • Provide support for internal and external meetings; including arranging meetings, setting agendas, and minute taking;
  • Provide support for the Estyn Joint Inspection programme, including translation and issuing reports. Also includes providing secretariate support for project board and working groups.
  • Flexibility to cover other roles/functions within the business support team as directed by line manager.

Development opportunities:

  • Opportunity to work in a busy inspectorate.
  • A variety of work experience, whilst working with colleagues to deliver regulatory activity.
  • The opportunity to get involved in the development of new ways of working.

Closing Date:

02/06/2023, 16:00

Eligibility

Posts recruited to as part of this recruitment campaign are broadly open to UK nationals, those with right to remain and work in the UK and those that meet the Civil Service Nationality Rules only. Check your eligibility here:

Prior to appointment, all successful applicants will be required to produce original, acceptable documents as part of the pre-employment checks. If it becomes apparent at a later stage in the process that you aren’t eligible to apply, your application will be withdrawn, or offer retracted.

Equality and Diversity

The Welsh Government is committed to providing services which embrace diversity and which promote equality of opportunity. This is underpinned by the Equality Act 2010 and will be adhered to at each stage of the recruitment process. Our goal is to ensure that these commitments are also embedded in our day-to-day working practices with all our customers, colleagues and partners.

We are committed to being an anti-racist organisation and increasing diversity in the Welsh Government by removing barriers and supporting all our staff to reach their potential. We are committed to recruiting Black, Asian and Minority Ethnic people and disabled people who are currently under-represented in Welsh Government.

We welcome applications from everyone regardless of age, marriage and civil partnership (both same sex and opposite sex), impairment or health condition, sex, sexual orientation, pregnancy and maternity, race, religion or belief, gender identity or gender expression.

We are a Stonewall Diversity Champion and a Disability Confident Level 3 (Leader) organisation. Key to supporting this work and providing peer support are five Board sponsored Staff Networks (Disability Awareness and Support (DAAS); Minority Ethnic Support Network (MESN); Mind Matters (Mental health and well-being); PRISM (Lesbian, Gay, Bisexual, Transgender, Intersex +) and Women Together.

Disability Confident

A Great Place to Work for Veterans

This vacancy is part of the Great Place to Work for Veterans initiative.

Welsh Language Requirements

The Welsh Government is a bilingual organisation and Welsh language skills are considered an asset to the organisation. We encourage and support staff to learn, develop and use their Welsh language skills in the workplace. 

The following list of language requirements represents an objective assessment by the line manager on behalf of the Welsh Government of the Welsh language skills required to undertake the duties of this particular post.

Essential
Can read most work-related material
Can hold most work-related conversations
Can understand most work-related conversations
Can prepare most written work in Welsh

Social Partnership

In Welsh Government, the relationship between the employer and trade unions is based on social partnership. We believe our goals can best be achieved by management and trade unions working together.

Our 3 recognised trade unions are:
•         PCS
•         Prospect
•         FDA

This relationship is underpinned by a partnership agreement. This sets out how our unions work with Welsh Government on issues such as:
•         pay
•         terms and conditions
•         policies and procedures
•         organisational change.

Our Welsh Government trade union colleagues work together to give their members a real say in the workplace. They make sure that the interests of their members are promoted and protected. They also help reduce inequalities and improve terms and conditions.

The Welsh Government has an excellent track record of working in partnership with its trade unions. We encourage staff to get involved. We support you to join a recognised trade union, to ensure your voice is heard in the workplace. and to learn more about trade unions and partnership working.

Competency behaviours required for the role

Making effective decisions – Monitor and store critical data securely and accurately, confidentially and responsibly.
Collaborating and Partnering - Proactively contribute to the work of the whole team.
Building Capability for All -  Find ways to learn and personally improve in the completion of day-to-day tasks.
Managing a Quality Service – Take ownership of issues, focus on providing the right solution and keep customers and delivery partners up to date with progress.

Job specific criteria

Ability to use Microsoft Word, Excel and customer relationship management databases.
Able to plan and prioritise work effectively to meet deadlines and work flexibly as part of a team or under own initiative.
Ability to demonstrate excellent written and verbal communication skills effectively to deal with a range of internal and external colleagues including senior managers.

Assessment Process

There are 2 stages to the recruitment process:

Stage 1 – Complete online application

Stage 2 – Interview and assessment. If the post requires Welsh language skills there will also be a Welsh language written assessment.

CIW follow Welsh Government recruitment processes which are competency based application forms and interviews. Please ensure you read the Welsh Government Recruitment Guidance and the CIW Candidate Pack before applying and whilst preparing for interviews and use the STAR approach when providing evidence.

Stage 1 - Shortlisting/Sift

Candidates will be shortlisted by assessing the evidence provided within the application form against the 4 competencies and 3 job specifics.

If the volume of applications is high, the panel may only shortlist based on your responses to the 3 job specific criteria.  Please note, you still need to provide a written response in relation to the 4 competencies to successfully pass the shortlisting stage.

You will be notified of the outcome via the on-line system. Minimum written feedback will be provided at sift stage.

Stage 2

If you pass the sift stage you will be invited to attend a virtual interview via teams.

If the post requires Welsh language skills there will also be a Welsh language written assessment.

If for any reason you are unable to undergo an online interview please let us know and we can seek to make alternative arrangements where possible. 

If you are a disabled person, have an impairment or health condition, are neurodivergent or if you use BSL and wish to request a reasonable adjustment or alternative arrangements please contact us by sending an email to CIWHR@gov.wales.

At sift and interview stage you will be assessed using the scoring matrix (see External Candidate Guidance at para 6) against the 4 competencies and 3 job specific criteria as set out in the job description/job advert. 

Welsh Language Skills

As Welsh language skills are essential for this role, candidates are required to present evidence for at least two questions from the competency or job specific criteria in the alternate language. For example, if the application is being submitted in English, at least two of the examples should be written in Welsh. If the application is being submitted in Welsh, at least two of the examples should be written in English.

Your Welsh written skills may be assessed as part of the interview process via a test.

Other Information

  • Unless stated otherwise in ‘actual starting salary’, all candidates will start at the minimum of the pay scale being appointed to (this includes existing civil servants).This is not negotiable.
  • Unless stated otherwise in ‘type of opportunity’, this recruitment advert is not open on a Loan or Secondment basis.
  • For more information on the eligibility criteria and terms and conditions for Loan and Secondment positions in Welsh Government, please see external recruitment candidate guidance.
  • Unless stated otherwise in ‘Location of Post’ the role/s recruited to via this campaign can only be worked in the UK, not overseas.

Posts Available

There are 3 posts available within the CIW Business Services Team which may increase by the time of offer.

You will be matched into a post in one of the Business Services Teams (Connect, Delivery or Enforcement) depending on business need.

Diversity and Inclusion

We recognise the challenges that people with (multiple) protected characteristics may experience on the job market and in their career progression. We are fully committed to being an inclusive employer and ensuring equal opportunities. We are keen to make our workforce as diverse as possible, and we hope to attract applications from underrepresented groups, including ethnic minorities, people with a disability, and people with gender diverse identities.

Other Information

Flexible Working - We offer flexible working arrangements to help you get the right work/life balance.  

Annual Leave - Welsh Government offers 31 days annual leave if you work full-time, pro rata for part-time (eg 4 days = 25 days).

Bank Holidays - Full-time employees receive 10 days public and privilege holidays a year, pro-rata for part-time.

Salary - We are a Living Wage employer with incremental pay scales. We also have an equal pay structure, regardless of age, marital status, disability, race, religion or belief, or gender identity. Further information can be found here. https://gov.wales/welsh-government-pay-policy-statement-2020

Travel and Subsistence - The Welsh Government will reimburse employees for necessary, additional costs incurred on travel and subsistence whilst undertaking official business travel away from the normal office base.  Expenses which could have been avoided by better planning or which were otherwise unnecessary to the official purpose of the visit will not be reimbursed.

Pension - Further information about the Civil Service Pension scheme can be found here: https://www.civilservicepensionscheme.org.uk/

Equality, Diversity and Inclusion - Welsh Government values and supports all its employees. We have strong and proactive staff networks and diversity talent programmes to help everyone, irrespective of background, to achieve their full potential.

Learning and Development - Everyone in Welsh Government is supported to develop their skills and capabilities, which includes access to learning and development with world-class providers.  CIW are committed to Learning and Development and ensure our staff have a minimum of 5 days learning per year.  This is supported by a tailored learning programme for CIW employees. 

Induction - All new starters receive Induction as an employee of Welsh Government.  This is supported by a tailored induction programme for CIW employees.

Civil Service Code - The Civil Service Code sets out the core values and standards expected of all civil servants: integrity, honesty, objectivity and impartiality.  All Civil Servants are expected to conduct themselves in accordance with the Civil Service Code, https://beta.gov.wales/civil-service-code

CIW Core Values - Our core values ensure people are at the heart of everything we do and aspire to be as an organisation.

  • Caring: we are compassionate and approachable
  • Fair: we are consistent, impartial and inclusive
  • Integrity: we are honest and trustworthy
  • Professional: we are skilled, knowledgeable and innovative
  • Respect: we listen, engage and value people
Donna Brain - ciwhr@gov.wales

How to apply

All applications for this vacancy should be made online via the Welsh Government's online application system.  If you have an impairment which would prevent you from applying on-line, please e-mail SharedServiceHelpdesk@gov.wales request an application pack in an alternative format, or to request a reasonable adjustment related to an impairment in order to submit your application.

To apply, you'll need to have an account on our online application system.  Click the 'Apply' button below, and you'll be asked to 'Log in' if you already have an account, or 'Register' if you don't yet have an account.  Registration takes just a few minutes to complete.  You'll need an e-mail address to be able to register.  Once you've registered for an account and logged in, you'll be taken to the online application form, which you'll need to fully complete and submit before the deadline on the closing date.  

If you’d like to apply for this vacancy in Welsh, please use the ‘Newid Iaith / Change Language’ link at the top of this page, to take you to the Welsh version of this advert, from which you can apply in Welsh.

For further information regarding the Welsh Government recruitment process, please see the Recruitment Guidance for External Candidates (link).

When evidencing your suitability for the post, it is recommended that you refer to the Civil Service Competency Framework (link)

Grievance and Complaints

Anyone who believes they have been treated unfairly, or has a grievance or complaint, about how the process was conducted should either write to the Head of Resourcing, Welsh Government, Cathays Park 2, Cardiff CF10 3NQ or email SharedServiceHelpdesk@gov.wales.  If you are unhappy with the outcome of the complaint raised with the Welsh Government and feel that the principles of appointment on merit through fair and open competition have not been met you have the right to pursue your grievance with the Civil Service Commission.

This vacancy is closed to applications.