Contact Assistant

Contact Assistant – Fair Work Agency

Salary: £27,962 per year
Location: Nottingham
Contract: Permanent
Working Pattern: Full-time, Part-time and Job Share
Job Grade: Administrative Officer
Number of Vacancies: 8
Employer: Fair Work Agency
Reference Number: 488096
Closing Date: 9 November 2026 at 11:55 pm
Visa Sponsorship: Not stated in the job advert.

About the Fair Work Agency

The Fair Work Agency (FWA), launched in April 2026, is responsible for promoting fair working conditions, protecting workers’ rights and tackling labour exploitation across the UK.

The agency brings together important enforcement responsibilities, including regulating employment agencies, licensing gangmasters in the agricultural and horticultural sectors, tackling serious labour abuse and supporting the enforcement of the National Minimum Wage.

With additional responsibilities under the Employment Rights Act 2025, the agency is expanding its work to help ensure that employees receive their legal entitlements, including holiday pay and statutory sick pay.

This is an opportunity to join a growing government organisation and contribute to protecting workers, supporting responsible businesses and improving working conditions across the UK.

Job Description

The Fair Work Agency is recruiting Contact Assistants to join its Contact Centre team in Nottingham.

As a Contact Assistant, you will serve as one of the first points of contact for people contacting the agency. You will communicate with members of the public, businesses, vulnerable workers and partner organisations through telephone calls and emails.

Your role will involve receiving concerns, gathering relevant information, assessing enquiries and ensuring that cases are directed to the appropriate teams for further action.

You will also help maintain accurate records, provide guidance on licensing enquiries and ensure sensitive information is handled appropriately.

The role is particularly important in identifying potential labour exploitation and supporting the agency’s wider enforcement responsibilities.

Key Responsibilities

• Act as the first point of contact for the Fair Work Agency, providing accurate responses to enquiries and concerns.
• Assess information received and refer it to the appropriate team for action.
• Record information received over the telephone accurately and ensure it is shared with relevant teams promptly.
• Respond to licensing enquiries from members of the public using available guidance.
• Share information with relevant organisations, departments and individuals while maintaining confidentiality and sensitivity.
• Receive calls and correspondence from vulnerable workers and members of the public, providing appropriate information and signposting to support services.
• Carry out general administrative duties, including answering telephone calls and photocopying.
• Undertake other reasonable duties as the agency develops.

Essential Requirements

Applicants must demonstrate:

• Good listening skills and the ability to gather and accurately record relevant information.
• Effective verbal and written communication skills in English.
• IT literacy and a good working knowledge of Microsoft Office applications.
• An understanding of confidentiality requirements and the ability to handle sensitive information appropriately.
• Willingness and ability to successfully complete the required security vetting.

Desirable Experience

The following are desirable but are not essential:

• Understanding of the National Intelligence Model and Management of Police Information.
• Experience working in an intelligence or law enforcement environment.
• Ability to communicate verbally and in writing in another language.

Important: Previous intelligence or law enforcement experience is not essential. The advert confirms that full training will be provided.

Training and Development

The Fair Work Agency offers learning and development opportunities tailored to the role.

Although previous experience in intelligence or law enforcement is desirable, it is not essential. This makes the opportunity accessible to applicants who can demonstrate the essential communication, listening, IT and confidentiality skills.

Behaviours Assessed

Candidates will be assessed against the following Civil Service behaviours:

• Making Effective Decisions
• Managing a Quality Service
• Delivering at Pace
• Communicating and Influencing

The lead behaviour is Communicating and Influencing.

Application Requirements

Applicants must submit:

• A CV of no more than 500 words, covering career history, skills, experience and key achievements.
• A Personal Statement of no more than 500 words explaining how they meet the essential and desirable criteria.
• A 250-word behaviour example demonstrating Communicating and Influencing.

The CV and Personal Statement will be assessed against the essential criteria, alongside the behaviour example.

Selection Process and Interview Dates

The recruitment process will use the Civil Service Success Profiles framework.

• Sift: Week commencing 9 November 2026.
• Interview: Week commencing 23 November 2026.

If there is a high number of applications, an initial sift may be conducted using the lead behaviour, Communicating and Influencing. Successful candidates may progress to a full sift or directly to assessment or interview.

Feedback will only be provided to candidates who attend an interview or assessment.

Salary and Benefits

Successful candidates will receive:

• Annual salary of £27,962.
• Civil Service pension with an employer contribution of 28.97%.
• Employer pension contribution valued at approximately £8,100.
• Learning and development opportunities tailored to the role.
• Flexible working options.
• An inclusive working environment that promotes diversity and equal opportunities.

Security and Eligibility Requirements

Successful applicants must undergo the required criminal record and security checks.

The role requires successful completion of Security Check (SC) level vetting and Non-Police Personnel Vetting clearance.

Applicants must also meet the Civil Service nationality and right-to-work requirements.

The vacancy is broadly open to eligible UK nationals, Irish nationals, qualifying Commonwealth nationals and other groups listed in the official Civil Service nationality rules.

How to Apply

Interested candidates should prepare their CV, Personal Statement and 250-word Communicating and Influencing behaviour example before submitting an application.

Ensure that all examples and statements are truthful and based on your own experience.

Application Deadline: Monday, 9 November 2026 at 11:55 pm.

Reference Number: 488096

Contact Information

For enquiries about the vacancy or recruitment process:

Email: recruitment@fairworkagency.gov.uk

Employer: Fair Work Agency