Glasgow, Manchester, Newcastle and Nottingham Acas Office with an element of working from home. Please be aware that this role can only be worked in the UK and not overseas. You will be asked to express a location preference during the application process. Informal hybrid arrangements will be available and the balance between home and workplace working is to be agreed with the line manager. Part time working is available at a minimum of 25 hours. Please note that any agreement on part-time working hours is subject to agreement that the initial training period (10 weeks) will be completed on a full-time basis. We cannot currently accommodate requests for compressed hours or term-time only working.

Acas is at an exciting time as we change our structure, ways of working and culture to be fit for the future.  The Acas Advice & Business Solutions Service is often a customer’s first experience of Acas. People generally contact Acas when they have encountered a problem at work and need advice and guidance on what options are available to help resolve the problem. Our customers can range from those who are HR professionals with a lot of experience, through to extremely vulnerable workers at risk of exploitation.  

As an Acas Adviser, you will provide excellent customer service in a call-centre setting to support customers who need employment law or workplace advice, including employers, employees, and workers. 

You will:

• Deliver impartial employment law advice to the required standards across relevant channels, tailoring it to individual needs
• Ask relevant questions to establish the root cause of an issue to ensure appropriate advice is provided
• Identify appropriate options and next step guidance for the customer
• Refer customers to other Acas areas or other government services
• Promote Early Dispute Resolution
  
  

• The effective and efficient delivery of impartial employment law advice through appropriate channels to agreed call quality standards
• Promoting the benefits of early dispute resolution, influencing callers appropriately
• Identifying appropriate referrals, both to other Acas services and to external organisations such as the enforcement agencies
• Maintaining and developing own knowledge and skills through Continuous Professional Development (CPD)to ensure high-quality advice and service is provided to customers
• Effectively engage in coaching, and other activities to maintain and enhance performance in the role
• Collaborate effectively with colleagues to share knowledge and expertise
• Collate accurate data regarding the nature of customer calls
• Promote customer participation in the Customer Survey to contribute to Acas’s organisational understanding of our customers
• Manage own time effectively through the principles of “right place, right time” to contribute to the effective delivery of a point of demand service
• Acting independently, impartially, confidentially and with sensitivity always, and in accordance with Acas's Diversity and Fairness policy and Acas's Guiding principles.

We provide full training on employment legislation so no previous knowledge on this subject is needed

Who we are

Acas exists to make working life better for everyone in Britain. We are the experts in workplace matters, we’re impartial, so we’re not on anyone’s side. That means we’re working for everyone to help prevent and resolve workplace issues.

Acas helps employers and employees by providing information, advice, training, conciliation and other services that prevent or resolve workplace problems.

Acas has been recognised for its Diversity and Inclusion in the workplace from the Employers Network for Equality and Inclusion awards – Disability Confident Highly Commended; Pay Gap award winner and Overall winner for public sector organisations. Acas is committed to providing services and developing policies which embrace diversity, promote equality of opportunity and eliminate unlawful discrimination.

Essential Criteria:

• Strong verbal communication skills with the ability to communicate complex information
• Motivated and committed to providing good customer service
• Good influencing skills
• Ability to manage your own emotions and understand the emotions of others whilst demonstrating resilience
• Ability to work at pace in a busy telephony environment                                                                                                         

Candidate Information

Please come along to one of our two virtual information sessions where you will hear from current Acas staff to provide an opportunity for you to learn more about Acas, the role and benefits within the organisation.

Session 1 – 10th January 10-11:30, Click here to join the meeting

Session 2 – 23rd January 13-14:30, Click here to join the meeting

You will also find further information in the attached candidate information pack.
The Application Form - Acas Helpline: Adviser Campaign Application Pack , Rise 360 (articulate.com)

We'll assess you against these behaviours during the selection process:

• Communicating and Influencing
• Managing a Quality Service
• Developing Self and Others
• Making Effective Decisions

We only ask for evidence of these behaviours on your application form:

• Communicating and Influencing
• Managing a Quality Service
  
  

Alongside your salary of £27,000, Advisory, Conciliation and Arbitration Service contributes £7,290 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

We’re big believers in rewarding people for the amazing work they do, take a look at some of the fantastic benefits we offer: 

• Learning and Development;
• Health and wellbeing;
• Pension scheme;
• Cycle to work scheme;
• Childcare schemes;
• Interest free season ticket loans;
• Volunteering opportunities.

Could you ask for any more?

You’ll have access to a Lifestyle website, where you’ll be able to grab savings over a wide range of products from holidays to your weekly shop. 

To find out more please check out - Working for Acas

How to apply

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Strengths.

Please click on the 'Apply now' button.

Please complete the Behaviours in no more than 250 words for each.

An initial sift of the lead behaviour Communicating and Influencing will be assessed first. Candidates who pass this lead behaviour will have the remainder of their application sifted.

Initial shortlisting at application stage will be on these behaviours:

• Communicating and Influencing (lead behaviour)
• Managing a Quality Service

In the event that there are more successful candidates at interview than posts available, a reserve list will operate for 12 months. Should more vacancies arise in the relevant location within that period, offers of employment will be made to candidates on the waitlist for the relevant location in merit order.

Interview Details

The interview will be a behaviour, experience & strength based. The following behaviours will be assessed:

• Developing Self and Others
• Making Effective Decisions

A reserve list may be created for this position, this means that if you have passed the interview, but we couldn’t offer you this position, you’ll be on a reserve list for 12 months if a similar position becomes available.

Sift & Interview Schedule

We will be sifting and interviewing in tranches throughout this campaign, the expected dates as below:

Tranche 1 – Applications made up to the 14th of January 2024

Sift – Weeks commencing 15th of January & 22nd of January 2024

Interview –  Week commencing 12th of February 2024

Tranche 2 – Applications made up to 4th of February 2024

Sift – Week commencing 5th of February 2024

Interview – Week commencing 26th of February 2024

Tranche 3 – Applications made up to 19th of February 2024

Sift – Week commencing 19th of February 2024

Interview – Week commencing 11th of March 2024

Each tranche will have its own merit list and appointments will be made in order of the specific tranches merit list.

Please note sift and interview dates are subject to change dependant on applicant numbers and panel availability.

If a person with disabilities is put at a 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 Acas HR Recruitment Service via [email protected]  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 accessibility considerations to enter the building or interview room, for communications or adjustments for testing procedures. 

Further information on the application and selection process and on the specific assessment criteria that will be used is provided in the Candidate Information Pack attached to this vacancy, so please read this thoroughly before applying.

Feedback will only be provided if you attend an interview or assessment.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Job contact :

• Name :Acas Recruitment Team
• Email :[email protected]

Recruitment team

• Email :[email protected]