Acas Helpline Adviser (Grade 10/Executive Officer)

Advisory, Conciliation and Arbitration Service

Closing date: 27 Nov 2017

Reference number



£22,201 with potential to progress


Executive Officer
Acas Grade 10

Contract type


Business area

Other - Grade 10 (EO) Operational Delivery

Type of role

Contact Centre
Operational Delivery

Working pattern



37 hrs pw excluding lunch breaks

Number of posts



Manchester, North West, M1 2WD : Newcastle upon Tyne, North East, NE1 8QH : Nottingham, East Midlands, NG2 4LA

About the job

Job description

Acas helps employees, employers and their representatives resolve problems at work, through advice, training and conciliation.

Following an organisational restructure we are expanding our Newcastle, Manchester and Nottingham offices by recruiting a large number of advisers to work on our Helpline.

The Acas Helpline receives nearly 1 million calls a year so the main role of a Helpline adviser is to handle inbound enquiries from members of the public experiencing difficulties at work. With full training in employment law provided, you will become an expert in employment relations issues. However, your role is not just providing information on employment law - you will be helping customers get to the root cause of their problems and resolve issues at an early stage.

Similar posts have been advertised in the last 6 months as work has gradually transferred from other offices. Previous applicants are welcome to re-apply but should ensure their application documents are up to date.

Job role:

• Providing impartial advice to employees, employers and their representatives, tailoring advice to each individual
• Identifying the most appropriate options for customers, including referrals to other government services
• Identifying customers who would benefit from other Acas services and making referrals accordingly
• Recording anonymised information about callers
• Maintaining knowledge through Continuous Professional Development to ensure advice provided is accurate.

After your probationary period there are opportunities to get involved in our growing digital services including webchat and social media, as well other Acas services such as Early Conciliation Support.

Our staff come from a wide variety of backgrounds including retail, contact centres, education, and HR. As you will receive full training previous experience of employment law is not essential.

Essential criteria:

We are looking for people who are:

• Good communicators
• Committed to providing good customer service
• Able to make decisions quickly
• Flexible and adaptable

We would particularly welcome applications from candidates with language skills other than English.


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

  • Delivering at pace
  • Managing a quality service
  • Building Relationships (Acas Competency)

Civil Service Competency Framework



Civil Service pension schemes may be available for successful candidates.


• Competitive rates of pay including Civil Service pension
• Full training in employment law provided
• No caseload - clear inbox at the end of the day
• Inclusive environment
• 25 days annual leave plus bank holidays + Queen’s birthday. Additional 5 days leave after 5 years’ service
• Family friendly policies
• Benefits such as salary sacrifice for childcare vouchers, salary advance to purchase travel tickets
• Flexi time
• Reward and Recognition scheme
• Continuity of Service maintained for existing Civil Servants
• City Centre locations with excellent transport links


No relocation allowances including excess fares will be offered in connection with these posts.

Things you need to know


Successful candidates must pass a disclosure and barring security check.
Successful candidates must pass basic security checks.

Nationality statement

Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules.

If you're applying for a role requiring security clearance please be aware that foreign or dual nationality is not an automatic bar. However certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with certain countries outside the UK.

Selection process details

Acas uses a competency based recruitment process. The application form (part B) asks you to provide examples of when you used the type of skills we are looking for. The application pack contains details of the competency indicators you will be assessed against, and the attached guide provides more information on how your form will be marked.

Applications will be sifted with the highest scoring candidates invited to interview at your local office.
Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.


Candidates in their probationary period are eligible to apply for vacancies within this department.

Working for the Civil Service

The Civil Service Code 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.
The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

Terms & Conditions

These posts are graded at Acas Grade 10 (Executive Officer equivalent). The starting pay is £22,201 per annum. Annual leave is 25 days a year rising to 30 days after 5 years, plus 8 days public holiday and 1 Privilege day. Your appointment is pensionable from the outset.

These posts are full-time posts. Full-time Acas staff work a 37 hour week excluding lunch breaks.

Grade 10 staff work shifts between the hours of 8 am to 6:15 pm Monday to Friday. Please note that if you are successful, you will be required to work shifts between these hours. The role is office based and is not open to being carried out remotely or from home.

We may be able to accommodate certain part-time working requests. Please see the document attached for information on the specific part-time working patterns we can offer.

Apply and further information

Contact point for applicants

Please quote the vacancy reference number and job title in the subject line of your email.

Sift/interview dates and location

There are three stages in the selection process for these posts:

• Stage 1 will be a pre-sift of applications to confirm that candidates meet the Nationality requirements

• Stage 2 will be a sift of candidates based on written evidence in their application forms.

• Stage 3 will be a panel interview comprising competency based questions and a practical task.

Further information about the interview will be provided to those candidates who are invited to attend. We will aim to give at least one week’s notice of date and location. Interviews are expected to take place in early January 2018.

Please note that due to the high volume of applications expected feedback can only be provided to candidates who attend interview.

Further information

As we recognise the benefits a diverse workforce brings we would like to encourage applications from people of all ethnic backgrounds, genders, gender identities, sexual orientations, religions, beliefs, ages and people with disabilities.

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